Changes in US Federal Customer Experience

Rick Parrish at 1to1 Media has a great round up of upcoming changes to US federal customer experience, particularly regarding digital access to services and responsiveness.  For instance:

The President’s fiscal-year 2015 (FY15) budget proposal features customer experience like never before. Although the administration has ostensibly stressed CX since publishing Executive Order 13571 in 2011, enshrining CX in a budget shows it’s a real priority. The budget includes more than $900 million to help agencies like VA, SSA, and the Internal Revenue Service (IRS) “launch new efforts to deliver a world-class customer service experience to citizens and businesses.” For instance, IRS is set to receive $265 million to improve its phone and correspondence response times and boost its toll-free level of service. The Small Business Administration scores millions for its and SBA ONE portals.
Read the full roundup for the other changes coming.

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