Jane Edwards
Cal Shintani, chief growth officer at HighPoint Global, has said there are signs of improvement in the federal government’s effort to build up customer experience.
Shintani wrote in an article that there are reports that show progress in customer experience and one of those is the Government CX Insights report, which found that citizen experience scores are higher when users perform transactions through digital platforms.
He noted that the General Services Administration and the Agriculture Department have made some accomplishments when it comes to implementing the White House’s proposed centers of excellence to advance information technology modernization as part of the President’s Management Agenda and an example is the development of customer personas to determine the needs of citizens during journey mapping.
USDA and GSA are set to kick off on Wednesday, June 27, an industry day to seek feedback as they work on the request for proposals for the CoE program’s second phase.
Shintani added that GSA initiated the program’s initial phase through contracts awarded to four companies in March.
