Tom Naughton, president of citizen services at Maximus’ federal business, has said government agencies should work to build up citizen engagement through the implementation of new customer service platforms that leverage artificial intelligence and machine learning. Naughton wrote in a Washington Technology commentary published Friday that agencies should provide citizens with self-service tools and customer […] More

A new Accenture study has found that 74 percent of U.S. citizens said they do not feel confident with government agencies’ capacity to ensure the security and privacy of digital personal data. Accenture said Monday it commissioned Market Strategy Group to conduct an online survey of 3,469 U.S. citizens from September to October 2016 and found that 65 […] More

John Loughlin, director of business insights at HighPoint Global, has said government agencies should implement a “balanced scorecard” to measure performance in their efforts to build up citizen experience and satisfaction with government services. Loughlin wrote in a Federal News Radio commentary piece published Monday that such a scorecard works to divide “critical performance measures” […] More

Gary Davis oversees HighPoint Global‘s efforts to expand in the government information technology services market with a particular focus on federal healthcare agencies as a senior vice president of business development for the company. The 35-year federal sector veteran joined HighPoint in July 2015 after 28 years at Anthem, where his most recent role was staff vice […] More

Microsoft‘s India-based subsidiary has signed a memorandum of understanding with the Indian state of Jharkhand to explore cloud technologies that will work to address the state’s digital transformation goals. The company said Friday it will help Jharkhand explore cloud, machine learning and mobile platforms in a push to optimize citizen services and update education and agriculture facilities under the agreement. “Over the past year […] More

SAP has partnered with UXC Oxygen to develop a citizen engagement platform designed to help government customers deliver citizen services. The citizen engagement offering builds on SAP’s efforts to provide industry-specific accelerators through SAP Hybris’ commerce platform, the company said Tuesday. “The digital economy has impacted the way consumers engage with brands, and the same applies for interacting with government agencies,” said Matthias Goehler, SAP […] More

Jim Williams, former acting administrator at the General Services Administration, has said he believes there would be a “renewed focus on customer service” in the next U.S. administration. Williams said in a video interview posted Wednesday on Maximus‘ website that he thinks the government should work to know and understand the citizens’ journey as well as […] More

Teresa Weipert, senior vice president of Sutherland Global Services’ government solutions business, has said government agencies should adopt omni-channel automated engagement platforms in an effort to facilitate interactions with citizens. Weipert wrote in an article published Thursday on Nextgov that such multichannel citizen engagement tools will work to provide agencies “a single 360-degree view of the customer […] More

Tom Romeo, president of the federal services business at Maximus, has said that digital technology platforms and content should be integrated across various services and channels in an effort to change the way U.S. government agencies interact with and deliver services to citizens. “Delivering the next era of citizen engagement is not about just making […] More

A new survey from the nonprofit technology industry association CompTIA has indicated high confidence among government officials in what the organization brands as benefits of smart cities tools and services. CompTIA said Tuesday 50 percent of local, state and federal government personnel surveyed believe the Internet of Things and smart cities will provide value to their organizations. “Improved decision-making made possible […] More

Teresa Weipert, senior vice president of Sutherland Global Services‘ government solutions business, has suggested federal agencies should collaborate with the private sector to deliver services with digital technology. She wrote in a guest piece published Friday on Nextgov that public-private partnerships are a good starting point for customer-focused innovation programs in the national security, transportation, education and healthcare sectors. “Customer service innovation […] More

Military.com and Citi have partnered to launch a free mobile application that works to assist members of the U.S. armed forces through their transition into civilian life. Military.com said Thursday the Transition app is designed to feature an interactive checklist and a notification system that works to alert users on upcoming tasks and military paperwork. “Our veterans are […] More