The CX Tipping Point®

In this episode of The CX Tipping Point, Martha Dorris spoke to Leilani Martínez, the Director of the Public Experience Portfolio and Marietta Jelks, a Product Manager of USAGov in GSA’s Technology Transformation Services.

Last year, the Public Experience Portfolio was identified as a high impact service provider (HISP). It strives to unify, improve, and standardize the experience the public has interacting with the Federal government. The Public Experience Portfolio operates USAGov, a program that connects people with government information more than 113 million times a year through websites (USAGov and USAGov en español), social media, email, and phone calls and chats to the USAGov Contact Center.

In this episode, you will learn about:

1. The history of USAGov and its value in delivering information and services to the public
2. The recent upgrade of USAGov and the process used to engage its customers
3. The role of USAGov in delivering services at pivotal life events
4. USAGov’s role in meeting the needs of underserved populations

Monitor the progress as the Public Experience Portfolio prepares to transition Benefits.gov to USAGov and continues to provide information and services in English and Spanish.

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Resources Mentioned:

• Citizen Services Newsletter