Centers for Medicare and Medicaid Services

Using Customer Feedback to Improve HealthCare.gov

Sep 17, 2015 |

We recently polled the Customer Experience Community of Practice (CX-COP) to discover what kinds of training people needed most to improve customer experience at their agency. The most requested topic was measurement: specifically tools, analytics, and how to turn customer data into action. To learn how agencies such as the Department of Health and Human Read »

Using Section 508 Guidance to Improve the Accessibility of Government Services

Jun 5, 2015 |

Section 508 of the Rehabilitation Act requires federal agencies to use accessible information and communication technology (ICT), whether procured, developed, or maintained. Since the U.S. Access Board issued regulations for the law in 2000, much implementation guidance has been prepared by various agencies. While the regulations are being refreshed to account for changes in ICT over Read »

Empowerment, Innovation, and Improved Health Outcomes: the Blue Button Initiative

Mar 27, 2015 |

Finding and getting access to our own health information can be a complex process. And most of us don’t really think about having our health information readily accessible until we really need it – like in the event of an emergency, or when switching doctors or traveling. Combing through stacks of paperwork and contacting providers Read »

“Deconstructing” Public Prize Competitions Can Result in Better Solutions

Jul 29, 2014 |

When faced with a big, daunting problem to solve, it’s human nature to try to tackle it by breaking it down into smaller parts and taking it “one step at a time.” The message from a recent DigitalGov University webinar on public prize competitions (AKA ‘challenges’) was that the government can often receive better solutions Read »