Tag Archives: customer experience

Jonathan Benett, technical director of digital government solutions at Adobe (Nasdaq: ADBE), said the COVID-19 pandemic has highlighted the need for agencies to implement a digital-first mindset. “Such an approach puts the needs of customers at the heart of everything an agency does, and that includes supporting the employees who serve citizens, partners and other government constituents,” Benett wrote.

The General Services Administration and the Department of Housing and Urban Development have awarded contracts to Booz Allen Hamilton (NYSE: BAH) and Systems Engineering Solutions to support the second phase of HUD’s information technology modernization through the Centers of Excellence program.

Jenny Berarducci, regional vice president of customer success at Salesforce (NYSE: CRM), has said a cloud-based tool provides government agencies the capability to improve the customer experience and earn the public’s trust, which is key to any mission. Berarducci wrote about the need for agencies to implement a flexible technology that could enable them to meet current and future needs.

Darryl Peek, senior manager of global government solutions at Salesforce's (NYSE: CRM) public sector, has said agencies seeking to enhance the customer experience and come up with a customer-centric strategy should start with elevating the employee experience. Peek wrote that "organizations must focus on empowering employees — and they can do so by delivering tools that unlock efficiency, increase transparency and strengthen culture on the cloud."

Greg Simons, vice president of support services and business development at SAP National Security Services, has said improving customer experience should be part of federal agencies’ digital transformation efforts.

Kevin Richards, vice president and head of U.S. government relations at SAP (NYSE: SAP), has said using data could help agencies track and understand the effectiveness of platforms.

Stephanie Thum, chief adviser of federal customer experience at Qualtrics, has said government agencies need both experience data and operational data to come up with a comprehensive strategy for managing customer experience.

The Department of Housing and Urban Development and the General Services Administration have released three requests for quotes as part of the second phase of HUD’s information technology modernization through the Centers of Excellence program.

Dan Davis, area vice president for federal civilian sales at Salesforce (NYSE: CRM), has said delivering a seamless service to citizens calls for federal agencies to establish an “omni-channel experience that protects existing agency investments and simply meets agency customers where they are.”

TYSONS CORNER, VA, May 9, 2019 — Shamlan Siddiqi, chief technology officer of NTT Data‘s public sector business, said government agencies should advance information technology modernization, which he believes has become a necessity in order to address citizen needs, with a focus on six areas, ExecutiveBiz reported April 30. Siddiqi …