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. […]
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 […]
