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 Services use data to inform customer understanding and make program improvements, we invited Jon Booth, Director of Web and New Media at the Center for Medicare and Medicaid Services (CMS), to speak to the CX-COP via a webinar on Using Customer Feedback to Improve HealthCare.
Centers For Medicare And Medicaid Services
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 the years, we can take advantage of existing guidance that applies accessibility guidelines in contemporary contexts.
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 is daunting for even the most organized among us. However, this familiar scenario is being reimagined.
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 by going through the exact same process, and giving awards at each step.