As the government continues to make strides toward digital transformation, modernizing its workforce has become increasingly imperative. As a result, federal agencies must not only recruit but also retain qualified personnel and provide them with the necessary resources to operate more efficiently. However, building a robust federal workforce is no easy feat. The challenges include […]
This white paper presents a comprehensive approach for federal agencies to enhance their customer experience. It recommends utilizing customer feedback to inform decision-making, fostering a customer-centric culture, harnessing technology to improve service delivery, and measuring and reporting customer service performance. Additionally, it highlights the significance of aligning organizational structure, processes, and policies with a customer-centric […]
The federal workforce is the backbone of any country’s governance system. It comprises talented and skilled individuals responsible for implementing policies, providing essential services to citizens, and responding to emergencies promptly. The federal workforce has significantly transformed recently, especially during the COVID-19 pandemic, with an increased emphasis on telework. According to the Office of Personnel […]
