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Federal News Network: USDA wants employees and vendors who can take them into the future of CX

“Getting information from a federal website or agency without difficulty is still not a reality for many Americans. Better customer experience is a major priority of the President’s Management Agenda, which calls for ‘simple, seamless, and secure customer experience, on par with or more effective than leading consumer experiences’ regardless of people’s age, location, digital savvy, disability, education or English proficiency.

To do this, the PMA calls for first improving customer experience (CX) offered by 35 High Impact Service Providers (HISPs), which are large-scale, high-impact public-facing services with the potential to raise the bar for CX across government…

Speaking to ACT-IAC’s virtual Federal Insights Exchange on today, USDA Chief Information Officer Gary Washington said the department’s CX officer is working with the deputy secretary to lead the way and carry out the directives of President Joe Biden’s executive order on federal customer experience from December. Washington said he was ‘excited’ about HISP-related work ongoing in the Food and Nutrition Service, and farm loans under the FSA in particular, although he did not give specifics.

Washington said that his office wants to hire people with strong data skills, cybersecurity skillsets and the ability to ‘talk’ to non-IT people…

It can be surprisingly difficult to communicate what one truly needs, he said. Conversations about what innovations or new technologies to implement must involve stakeholders, ‘and find out what they’re actually trying to achieve, what their requirements are, and as an IT professional provide them with the best advice possible on a way forward.’…” Read the full article here.

Source: USDA wants employees and vendors who can take them into the future of CX – By Amelia Brust, May 18, 2022. Federal News Network.

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