Dive into the world of Gov CX

This edition of Fed Gov Today is sponsored by Riverbed Technologies.

The Air Force is about a year and a half out from the “Fix Our Computers” LinkedIn post that sparked a rethinking of internal customer experience in the service. But it wasn’t the beginning of the service’s customer experience journey. Colt Whittall, Chief Experience Officer at the Air Force and Space Force, reviews how his office came about, its mission, and what’s ahead for CX

The military’s Fix Our Computers problem is an example of the customer experience challenges agencies are working on. But it’s only one type of problem agencies have to deal with CX-wise. Marlin McFate, Public Sector Chief Technology Officer for Riverbed, tells you about the other CX challenges agencies might face, and how to tackle them.

The Department of Veterans Affairs is in the seventh year of what it calls “The VA Way.” The agency says the VA Way is “the department’s customer experience formula that connects all VA employees to our I CARE values.” Nathan Sanfilippo, Executive Director for Multi-Channel Technology in the Veterans Experience Office at the VA, describes how his office takes on CX and UX challenges for veterans.