Ep. 220 How Customer Experience Can Make or Break Federal Technology Initiatives

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The Partnership for Public Service recently conducted a poll, and just 23% of Americans believe federal services are easy to navigate.

Today, we will examine the importance of User Experience and how to overcome some of the challenges federal agencies face when attempting to improve.

Lisa Hoover is the Head of Experience and Design at Karsun Solutions. In that role, she has experienced all aspects of federal design. She begins by observing that customer challenges may be recognized but not remediated.

She argues that there are several reasons for this standstill. Many federal agencies are dealing with legacy systems, and attempts to improve the CX can have unintended consequences.

Further, qualitative improvement is difficult to determine in a world of bits and bytes. Sometimes, the ease of scaling data can make a system so complex that one does not know where to begin.

Lisa Hoover recommends looking at Karsun Solutions' ReDuxAI offer. It leverages AI to establish a "blueprint" to see how everything connects, making digital transformation possible.

Hoover also addresses the need for efficiency in federal IT, aiming to streamline processes and improve customer satisfaction. The conversation underscores the potential of AI to enhance federal service delivery.

https://karsun-llc.com/innovation-center/innovation-center-projects/go-redux-ai/