AI-Assisted Grants Adjudication
AI- Assisted Grants Adjudication Modernizing Federal and State Grants Review Through Responsible AI Automate compliance screening. Score applicant risk in real time. Produce fully auditable decisions. Preserve human judgment on every award. The Problem Grant agencies face rising application volumes, more complex Funding Opportunity Document (NOFO/ FOA) requirements, and growing oversight expectations while staffing remains […]
The Permitting Paralysis: Data, Trust, and the Race to Rebuild America’s Infrastructure
Permitting has quietly become one of the biggest drags on America’s ability to build things fast enough to matter. Energy projects, data centers, roads, bridges, critical minerals: nearly everything we’re trying to rebuild runs through a system that was designed for a different era. NuAxis is deeply invested in this story because good customer experience for permitting applicants, and for […]
Creating Opportunity & Improving the Citizen Experience: Lessons Learned from the GovCX Collective
Jonathan Finch, Digital Experience Director for the U.S. Office of Management and Budget, and Renee Wynn, former NASA CIO, joined us and the GovCX Collective last month for a conversation about something that affects all of us, whether we work in government or rely on government services: What does it take to make the citizen […]
Women Driving IT Excellence: Lessons Learned from the GovCX Collective
On March 26, 2026, the GovCX Collective celebrated Women’s History Month with a dynamic discussion with female leaders in technology moderated by Arlene Romero. I was joined by Anne Lousie Mason, Senior Product Manager, Capital One; Cherile Delacruz Managing Director, HCC Consulting; and Julie Gordon Chief Problem Solver, Pilant Management Services; to share insights and reflections on career trajectories, assessing risk and reward, and navigating a changing landscape. If […]
Reducing Insurance Fraud and Improving CX: Lessons Learned from the GovCX Collective
In November the GovCX Collective gathered experts in unemployment insurance (UI) for a candid conversation on fraud prevention, customer experience, and how the two are linked. Hosted alongside LexisNexis Risk Solutions, the session brought together federal and state perspectives on how to tackle fraud without sacrificing speed, access, or dignity for claimants. Our speakers, Amy […]
EO 14338 and the Future of Government Experience: Lessons Learned from the GovCX Collective
For too long, government services have required citizens to navigate outdated systems, repetitive steps, and confusing forms. That wasted “time tax” doesn’t just slow things down; it chips away at trust and confidence in how government works. This October, the GovCX Collective hosted a panel of customer experience and design leaders to unpack what Executive […]
What’s Next for CX: EO 14338, AI, and the Future of Experience Design
Customer experience (CX) continues to evolve from a corporate buzzword to a permanent federal priority. From the President’s Management Agenda to the most recent Executive Order 14338, the focus on improving the usability and design of public-facing services continues. Journey mapping, service blueprints, and Chief Experience Officers are no longer just a trend, they are […]
Permitting Policy + Technology: Lessons Learned from the GovCX Collective
Permitting and licensing are among the most essential interactions between citizens and government today. These processes touch everything from building projects and environmental protection to business operations and public safety. Yet without modern customer-facing systems, the current permitting process can frustrate citizens, delay progress, and erode confidence in government institutions. It’s time to bring a […]
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 […]