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The Next Horizon Of Federal CX

Rick Parrish June 17, 2019
The US federal government — and governments around the world — have officially embraced customer experience (CX) improvement as a key goal. That’s great news, since our research shows that better CX leads to mission success and the efficient use of taxpayer funds. Right here in Washington: The President’s Management Agenda includes “improving customer experience” […]
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Governments: Think Broadly With Your Tech-Driven Innovation Efforts

James Staten June 5, 2019
New Zealand’s Department of Internal Affairs can onboard a new supplier into their digital marketplace in as little as 12 hours, compared with the 12-to-18 months a traditional RFP process takes. Get an in-depth look at their innovative platform.
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Shifting From IT Cost To Value: Making Federal TBM A Reality

Learn best practices to make TBM work for your agency.

PODCAST

Using Tech To Improve The Citizen Experience

What It Means May 2, 2019
Government agencies are striving to serve citizens better, faster, and more efficiently. As Principal Consultant Chris Gallacher notes, great citizen experience (CX) requires a revitalized tech core. Discover how to beat technical debt and win citizen approval on this week’s What It Means.
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In The Era Of Shutdowns, Federal Agencies Can Reinvent Citizen (And Employee) Experience

Bobby Cameron February 14, 2019
Never let a serious crisis go to waste! Senior government executives would be wise to listen to Winston Churchill’s wisdom! We’re living in the era of shutdowns, when funding disruption is the norm. To survive — and maybe thrive — in this feast-or-famine funding era, agencies must reinvent their business models to focus outside-in, from the […]
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Phishing: The Simple Attack That Shreds The Defenses Of Sensitive Networks

Joseph Blankenship December 20, 2018
Diplomatic networks carry some of the world’s most sensitive information: communications between world leaders, key technical intellectual property, trade strategies, and military plans. A recent report by antiphishing vendor Area 1 Security reveals that a three-year-long cyberattack led to the successful breach of the European Union’s diplomatic communications network. By focusing on the cybersecurity of the […]
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WEBINAR

Shifting From IT Cost To Value: Making Federal TBM A Reality

November 15, 2018
Join Forrester’s government and TBM experts as they discuss the critical steps necessary to understand the investments consumed by IT and BT (business technology) relative to other functions in the business.
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WEBINAR

Applying Federal CX Index Insights For Mission Success

July 12, 2018
Discover how to drive mission performance through an exclusive look at Forrester’s 2018 US Federal CX Index results.
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The US Federal Government Still Ranks Near The Bottom Of Forrester’s Customer Experience Index

Rick Parrish May 31, 2018
The White House requires federal agencies to “provide a modern, streamlined, and responsive customer experience across government, comparable to leading private sector organizations.” Unfortunately, results from Forrester’s 2018 US Federal Customer Experience Index (CX Index™) show that federal CX remains weak and uneven. The 15 US federal agencies and programs that we rated in this […]
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CX For Gov IT: Driving Federal IT Performance Using CX Principles

Matthew Guarini May 18, 2018
The reality is that most Federal IT leaders are under increased scrutiny to deliver increased value and productivity from technology investments at the lowest cost. Simply performing a top-to-bottom technology rationalization effort will no longer make their organization instantly lean and Agile. Let’s level-set the conversation: Most Federal agencies are struggling to create value — namely […]
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CXDC 2017: Navigating the Uncertain Future of Federal Digital Engagement

Rick Parrish September 5, 2017
Next week at Forrester’s annual CXDC Forum in Washington, D.C., I’ll be joined by more than 200 government leaders who are leading the charge to improve CX at the federal level. Our packed agenda already includes 15+ sessions and features top CX leaders from the Census Bureau, Department of Veteran Affairs, TSA and more. We’ll […]
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Progress At The White House: A TBM In Every Pot

Eveline Oehrlich July 25, 2017
I was fortunate to participate in a historic morning gathering last week at the White House! Industry-leading private sector CIOs discussed and shared their technology business management (TBM) best practices, approaches, and ideas with CIOs and technology leaders of federal agencies. The White House leader for strategic initiatives kicked off the morning by setting expectations […]
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Prepare for Increasing Frequency of “Nation-State” Cyberattacks with Strategy, not Technology

Chase Cunningham May 22, 2017
Let me pose a question: “Is it a bad thing to give the average person a hand grenade with the pin pulled?” I think most of us would respond to that question with an emphatic “YES!”  No one in their right mind would think it's a good idea in any possible reality to allow anyone […]
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CXDC 2016 Q&A with The Department of Veterans Affairs (VA)

Rick Parrish August 17, 2016
CXDC 2016 is just around the corner, and we have an incredible agenda featuring 25+ Federal CX leaders and top Forrester analysts.  I asked two of our speakers from the Department of Veterans Affairs (VA) – Sarah Brooks, Director, Insight & Design and Julia Kim, Chief of Staff, Veterans Experience – to chat about some of […]
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Federal CX Professionals: Your Time Is Now

Rick Parrish August 2, 2016
This post is part of a series dedicated to the challenges, opportunities, and realities of federal customer experience. Interested in learning more? Check out our recent webinar to learn why CX success is vital for government success. In my last post, I explained how forces arrayed against federal customer experience (CX) improvement hinder Washington’s efforts. […]
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Yes, Federal CX Professionals, They Are Out To Get You

Rick Parrish July 19, 2016
This post is part of a series dedicated to the challenges, opportunities, and realities of federal customer experience. Interested in learning more? Register for our complimentary government CX webinar next week, and be sure to join me as I host Forrester’s first-ever CXDC Forum on Sept. 12th in Washington, DC. It’s been 23 years since […]
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Doubting Thomas Or Devil’s Advocate? CX Does Matter To Government

Jennifer Belissent, Ph.D. May 27, 2016
During a recent discussion of the Age of the Customer and how it applies to government, one of the participants from a government agency essentially asked why they should care.  The argument was “If I’m providing passport services why does customer experience matter to me? My “customers” can’t walk out that door and find another […]
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Improving The Reality Of Government: AR And VR Use Cases

Jennifer Belissent, Ph.D. May 9, 2016
Since Mobile World Congress, where the reality on the show floor was often either virtual or augmented, I’ve been thinking quite a bit about the practical uses of AR and VR – particularly in government and a smart city context. It’s not just all fun and games, is it? The example of changing a roller […]
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Apple and Trump

George Colony March 15, 2016
What connects these two stories? Answer: An uprising of restless and empowered citizens and customers. Five years ago our research began picking up faint vibrations of an approaching seismic shift — what in those days we called a groundswell. People were using technology to take power from institutions. Technology was dissolving traditional means of government […]
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The Data Digest: Citizen Engagement Will Put Smart Cities On The Map

Anjali Lai September 24, 2015
“It takes a village” – but when it comes to building smart cities, it takes far more than that. Developing smart cities requires strategic partnerships, creative business models, change management – and according to my latest report, co-authored with my colleague Jennifer Belissent – citizen buy-in. In order for smart city technology to take hold, […]
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What Should Washington Do About The Public’s Lukewarm Attitude Toward Digital Government?

Rick Parrish August 5, 2015
Digital government is big in Washington. Next year, the White House plans to spend $35 million more on the US Digital Service, $105 million for digital services teams at 25 agencies, and tens of millions more for digital channels throughout the federal government. And that’s just the latest tranche, piled atop hundreds of millions in digital […]
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