Enhancing Call Center Operations with Experience Level Agreements (XLA)
Transitioning from Traditional SLAs to Modern XLAs In the evolving landscape of customer service, call centers are increasingly shifting their focus from traditional Service Level Agreements (SLAs) to Experience Level Agreements (XLAs). Traditional SLAs, which emphasize metrics such as time to answer and call abandonment rates, are becoming antiquated. These metrics, while important, often fail […]
Improving the Federal Permitting Process: Lessons Learned from the GovCX Collective
Every year, the federal government issues hundreds of thousands of permits across industries, from environmental and wildlife approvals to building construction and use of public lands. These permits play a big role in economic development, public safety, and environmental protection. Yet navigating the federal permitting process remains a complex, time-consuming, and often confusing experience for […]
Charting the Future of Government Careers: Insights from “Federal Futures”
Lessons Learned from Our GovCX Collective Conversation About Public Sector Careers On April 29th, the GovCX Collective welcomed two pivotal voices in Virginia’s workforce transformation: Bryan Slater, Virginia Secretary of Labor, and Nicole Overly, Commissioner of VA Works. The event, called Federal Futures: Networking and Career Paths, provided a unique deep dive into how public service […]
Introducing NuAI: The AI-Powered Solution Designed to Improve Federal Websites
The federal government once again has called out a major customer experience (CX) problem – with nearly 7,000 federal websites, critical information is buried in outdated content, accessibility barriers block key services, and design challenges can make simple tasks frustrating for citizens. Federal Chief Information Officer Gregory Barbaccia is calling out this issue – and taking […]
Proactive IT Service Desk: Reducing Downtime, Resolving Issues Faster, and Improving Government Efficiency
Efficiency, effectiveness, and responsiveness are critical for government agencies. Achieving them requires a shift from a reactive to proactive approach. As digital technology advances expanding observability, service desks must be designed to anticipate and resolve issues before they disrupt workflows, reducing delays, and improving overall performance. By integrating advanced technologies like Nexthink with ITSM platforms […]
Embracing the ROI of Returning to the Office (RTO)
We are entering a new era of governance and citizen service delivery, one defined by efficiency, immediacy, and rapid change. As we navigate these shifts, one reality is becoming clear: returning to the office (RTO) is set to become the norm for both federal employees and government contractors. The discussion around workplace flexibility predates the […]
Transitioning from SLAs to XLAs in Government IT Operations
Introduction In the rapidly evolving landscape of Information Technology (IT), government agencies at the Federal, State, and Local levels face increasing pressure to deliver exceptional service to their constituents. Traditionally, Service Level Agreements (SLAs) have been the cornerstone of measuring IT performance, focusing primarily on operational metrics such as uptime, response times, and resolution rates. […]
Breaking Down Silos: Lessons from the GovCX Collective
CX professionals agree that building consensus is critical – especially when you are starting up a new CX program. Figuring out how to work within the natural organizational silos that exist in every team or agency is important to get buy-in, collaborate effectively, and give your customers a true voice in your product or service. […]
Building Your CX Career: Lessons Learned from the GovCX Collective
Careers in Customer Experience (CX) have surged in recent years, as organizations increasingly recognize the direct impact of CX investments on building trust, differentiating products, and boosting sales and engagement. In the federal sector, agencies are seeing budget increases for CX initiatives and a growing need to integrate core CX competencies like strategy, accessibility, UI/UX, […]
Team Member Spotlight | Senior Project Manager, Adnan Qureshi
Senior Project Manager Adnan Qureshi “Enjoys Complex Challenges and Delivering Exceptional Results” “Early in my career I had a fascination with how to implement innovative project management techniques that drove organizational efficiency.” Senior Project Manager Adnan Qureshi says the origin of his career journey started out of an interest in the intersection of technology and […]
