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Customer/Citizen Experience

The Latest in Customer/Citizen Experience

Improving Citizen Experience for the American Taxpayer

IRS Goes All Out With UX Design Principles, Personas, and Analytics

December 9, 2016 | Customer/Citizen Experience

Last week Government Executive held a Digital Citizen Summit at the Newseum, sponsored by Accenture. Among the many outstanding panelists, Michele Causey, Director of UX and Design for the IRS, stood out as especially instructive — and encouraging for some 300 million taxpaying entities in the US. Read More

Michelle LaLumia's avatar

Michelle LaLumia

Gartner Symposium/ITxpo 2016: Imagineering a Magical Citizen Experience

Don’t Mistake Citizen Experience for User Experience

October 17, 2016 | Customer/Citizen ExperienceData and Analytics

Once again, the Gartner Symposium/ITxpo – North America is being held at Walt Disney World Resorts in Orlando. What better place for government CIOs and senior IT executives to learn how to improve the citizen experience than at Disney’s flagship property?  Read More

Michelle LaLumia's avatar

Michelle LaLumia