From 45df11344d70fd8187355b47f8f6730869eaf3ca Mon Sep 17 00:00:00 2001 From: jcolford1 <138238565+jcolford1@users.noreply.github.com> Date: Tue, 27 Feb 2024 21:25:20 -0500 Subject: [PATCH] =?UTF-8?q?Create=20News=20=E2=80=9Chow-agencies-are-drivi?= =?UTF-8?q?ng-cx-across-government=E2=80=9D?= MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit --- ...encies-are-driving-cx-across-government.md | 26 +++++++++++++++++++ 1 file changed, 26 insertions(+) create mode 100644 _news/news/how-agencies-are-driving-cx-across-government.md diff --git a/_news/news/how-agencies-are-driving-cx-across-government.md b/_news/news/how-agencies-are-driving-cx-across-government.md new file mode 100644 index 00000000..cd07d10b --- /dev/null +++ b/_news/news/how-agencies-are-driving-cx-across-government.md @@ -0,0 +1,26 @@ +--- +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. +---