Merge pull request #604 from GSA/cms/news/how-agencies-are-driving-cx…

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_news/news/how-agencies-are-driving-cx-across-government.md

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+---
+layout: news
+publisher: Meritalk
+title: How Agencies are Driving CX Across Government
+url-link: https://www.meritalk.com/articles/how-agencies-are-driving-cx-across-government/
+publication-date: February 27, 2024
+description: Federal agencies are actively pursuing improvements in customer
+  experience (CX) through digital transformation initiatives, notably in website
+  modernization. A prime example is the Centers for Medicare & Medicaid Services
+  (CMS), which achieved a significant increase in customer satisfaction with its
+  Medicare.gov website, jumping from 56% to 72% in a year. This success is part
+  of CMS's broader effort to enhance the Medicare enrollment process by
+  exploring automatic enrollment options, thereby eliminating the need for
+  manual form submissions. CMS aims to further its CX efforts by recruiting
+  digitally savvy Gen Z employees, emphasizing the importance of fresh talent in
+  driving innovation.
+synopsis: >-
+  * Federal agencies are prioritizing customer experience improvements through
+  digital transformation, including website modernization.
+
+  * CMS's update to Medicare.gov resulted in a significant increase in customer satisfaction, with plans to further streamline the Medicare enrollment process.
+
+  * OPM's website modernization through the Digital Services BPA is a flagship CX effort, aligning with strategic goals to enhance service delivery to the Federal workforce.
+
+  * CMS is targeting the recruitment of Gen Z employees to infuse new talent and perspectives into its CX efforts.
+---