Agencies look to use data to drive customer experience
The Biden administration’s fiscal 2024 budget proposes a big boost for “customer experience” efforts. And how agencies use data – whether it’s customer feedback data or internal agency information needed to verify eligibility – will be a crucial part of those efforts to establish better citizen-facing services. “Data and experience are becoming the last two hard problems,” Dan Tucker, senior vice president for the civil sector at Booz Allen Hamilton, said on Federal News Network.
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