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For too long, government services have required citizens to navigate outdated systems, repetitive steps, and confusing forms.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 […]
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 […]