How a new focus on customer experience helped the Bureau of the Fiscal Service adapt to the pandemic Beginning in 2018, Bureau of the Fiscal Service leaders started investing in new technologies and streamlining internal decision-making processes to better meet the needs of other agencies and the public. This customer-focused modernization effort laid the groundwork for the bureau to provide crucial support services during the COVID-19 pandemic. Read More
How mission-support leaders can improve the internal customer experience To help federal agencies work more effectively, mission-support leaders need to understand how employees experience mission-support services. In this post, we offer five recommendations for mission-support leaders to make their services more customer-focused. Read More
Trust is the foundation for transforming federal HR Federal human resources have suffered from decades of underinvestment and a lack of attention from senior officials. Our “Transforming Human Resources” report explores why trust is the key ingredient to help agencies overcome these challenges and improve federal HR. Read More
White House launches artificial intelligence information portal Passed this year, the National Artificial Intelligence Initiative Act aims to connect and coordinate federal agencies’ AI work to ensure the United States remains a leader in using this groundbreaking technology. We look back at the Partnership’s research reports on AI in federal, state and local governments to examine how public servants can better use AI in their work. Read More
The benefits of hiring talent without a four-year degree for federal jobs To better attract and hire diverse talent, federal agencies should recruit candidates without four-year degrees for positions that don’t require one. This practice could benefit hiring managers, job seekers and federal agencies around the country by increasing representation and expanding access to high-quality talent. Read More
How the Transportation Security Administration’s mission-support offices used a customer focus to adapt to the pandemic The Transportation Security Administration was well-positioned to adapt its work when the coronavirus pandemic hit because the department’s mission-support headquarters had previously developed open communication with agents in the field, facilitating effective solutions to new work challenges. Read More
Building resilience by keeping your W.I.T.S.—workforce, innovation, technology and security— about you The coronavirus pandemic presented an opportunity to rethink how agencies work and deliver services and build a more resilient government. Our new report examines government’s response to the pandemic and offers recommendations for building resilience to future crises. Read More
Researchers apply AI to medical imaging to learn about COVID-19 In August 2020, the National Institute of Biomedical Imaging and Bioengineering announced a new AI initiative, the Medical Imaging and Data Resource Center. The center created a collaborative community that applies AI to medical imaging to contribute to the fight against the coronavirus pandemic. Read More
How the Department of Veterans Affairs delivered better services during the pandemic During the early stages of the pandemic, traffic to VA call centers drastically increased as veterans sought critical healthcare information. The VA created a new chatbot to reduce call wait times for customers and provide them with more support and up-to-date medical information. Read More
Three lessons governments learned using technology during COVID-19 Federal, state and local government used technology to continue delivering services during the coronavirus pandemic. At a report release event for “Bit by Bit: How Governments Used Technology to Move the Mission Forward During COVID-19,” federal and nonprofit technology specialists highlighted three lessons government has learned about using technology to deliver results during the pandemic. Read More
