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. […]
Lessons Learned from the GovCX Collective: Implementing M-23-22 for Better Digital Experiences
As the year ends, agencies across the federal government are reflecting on their progress in implementing the Office of Management and Budget’s M-23-22 guidance for digital experiences. This pivotal directive issued in September 2023 aims to improve the public’s interactions with government services by emphasizing accessibility, usability, and customer-focused design. The GovCX Collective, in partnership with Riva […]
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, […]
Elevating Federal Agency Digital Experience (DEX) to Enhance Citizen Digital Experience (CDX)
Leveraging Nexthink for Seamless Progress The quality of the digital services that federal agencies offer to the American people depends on how well they manage their own digital experiences internally. Improving Employee Digital Experience (DEX) within federal agencies is not only about working more efficiently; it’s also about affecting Citizen Digital Experience (DX) and, as […]
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 […]
How To Automate Part of Your CX Journey
Automation is a hot topic in customer experience (CX) because it enables government and businesses to operate with greater efficiency, personalization, and proactive responsiveness. To explore strategies for automating CX and its impacts, I sat down with Rich Zanatta, VP of Operations and Chief Technology Officer at NuAxis. Rich, thanks for chatting with me today! […]
How UX Researchers Illuminate the Path by Embracing Ambiguity
Originally published on Medium | View it here or read it below. In the ever-evolving and often ambiguous design and product development landscape, UX researchers are at the forefront of exploration and discovery. Like intrepid explorers bushwhacking through dense jungles, we navigate the complex, often ambiguous terrain, seeking to uncover insights hidden beneath layers of […]
Federal CX 2.0: Aligning CX Strategy and Implementation Teams: Lessons Learned from GovCX Collective
A jam-packed room brought insightful discussion and solutions as part of March’s GovCX Collective powered by NuAxis event, co-hosted RIVA Solutions, Inc. The topic, Federal CX 2.0: Aligning your CX strategy and implementation teams focused on driving impact in customer experience, human-centered design, and user experience. Some of the key takeaways included: CX Must Have […]
Have You Humanized Your Service Desk?
Robotic Process Automation (RPA), artificial intelligence, advanced tools for call processing – the technology parade seems to be never-ending. Each of these features have enhanced our ability to improve service delivery and customer experience at the service desk. In some respect, advancements in technology have enabled service desks to answer more calls and improve metrics […]
