Using Human Centered Design for Government Digital Transformation

Using Human Centered Design to Improve Government Digital Customer Experiences Read More

VA Contact Center Modernization Initiative – MyVA311 Launched!

On Veteran’s Day 2016, VA launched the MyVA311 telephone platform: A unified and centralized enterprise wide approach that Veterans can use to easily find information via telephone. Read More

Bringing Government Agency Contact Centers and the Internet Together for a Seamless Customer Experience

Taxpayers often turn to the government when they are overwhelmed and stressed out by personal circumstances. A fragmented experience across government websites compounds their distress both increasing the burden on call center staff and the cost of meeting taxpayers needs. A consistent, thoughtfully designed experience (starting with websites and contact centers) will make a tremendous… Read More