Department of Labor Establishing Metrics Around Customer Experience (CX)

With Department of Labor (DoL) CIO Gundeep Ahluwalia making customer experience (CX) the foundation for the agency’s digital transformation efforts, the agency is already bringing CX to life.

At the recent Adobe Government Forum, DoL Deputy Director of Technology Larry Bafundo discussed how the agency is establishing metrics to measure states’ progress around CX with regards to the U.S. unemployment insurance program.

As part of the American Rescue Plan Act, the agency is working with state labor departments and employers around the country to revamp the unemployment insurance system with $2 billion in funding allocated.

Part of this includes building a more responsive and resilient UI system that has key goals and metrics to “resolve the amount of friction on the front end,” as Bafundo noted at the Adobe Government Forum.

Makpar fully supports new efforts around making government more responsive and effective through modern CX capabilities.

Last year, MakNuAx, a SBA-approved Joint Venture (JV) between Makpar and NuAxis Innovations, was awarded a $115 million CX-driven contract to provide enterprise service desk support services for the Department of Labor (DoL).

We also had the opportunity to interview Amanda Chavez, Vice President of Customer Experience at NuAxis Innovations, in this Makpar “Fed Mission Success” podcast interview about how the federal government can advance new CX efforts to better meet mission goals.

In addition, Seema Khan, CEO of Makpar, authored a Government Computer News (GCN) guest article about why the CX journey matters for government, which also highlights key CX successes at the IRS and HHS. The article also provided guidance for how other agencies can get started on their CX journeys.

Contact us here for more information on how we can help you start your government CX journey.