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Why is the U.S. government suddenly so interested in CX?

Customer expectations have grown as technology has improved, but better CX also promises to drive efficiencies and cost savings across the federal government by Intelliworx Air travel is a sound analogy for explaining customer experience (CX). This is because individuals traveling to the airport will have many different experiences: Planning a trip and purchasing a ticket; Airport parking; Checking bags with a skycap; Going through security screening; Getting coffee or a snack at an airport restaurant; Checking in at the gate, boarding, takeoff, in-flight service and landing; Picking up luggage at the carousel; and Using public transport – taxis, shuttles, buses or a rideshare. When the steps are listed this way, it’s easy to see that traveling is made up of a collection of interactions. This is, in part, why customer experience has become increasingly important. CX looks across the silos of stakeholder interactions to understand how they collectively affect […]

Benchmarking telework: How much time is the private sector spending in the office?

Several surveys suggest about one-third of U.S. private sector employees are remote; however, amid employee pressure, corporate leaders are increasingly more accepting by Intelliworx A recent report by the Office of Management and Budget (OMB) put out some numbers describing the scope of teleworking for federal civil servants. The widely reported document surfaced two interesting statistics about telework that stood out to us: Only about half – roughly 50% – of civil servants serve in roles that are eligible for teleworking. The U.S. government employs approximately 2.5 million civil servants, so in real numbers, that means ~1.25 million are eligible to telework; and Of those federal employees who are eligible to telework, “approximately 60 percent of regular, working hours” are conducted “in-person, at agency-assigned job sites.” Citing figures from the non-partisan Congressional Budget Office (CBO), the report says, “The federal workforce has telework rates generally in line with the private […]

10 capabilities of Intelliworx software that might surprise government agencies

From 39 ATOs to 600,000 financial disclosure filings, even the agencies that know us are often surprised to learn how much we’ve grown and what we can do for them by Intelliworx Intelliworx got its start about 20 years ago by transforming paper forms into dynamic web-based forms for the federal government. As you might suspect, the government maintains a vast array of forms – a reported 23,000 – many of which can be long and complicated. The complexity requires citizens to spend some 10.5 billion hours a year figuring out how to complete them. Our approach simplified selected forms making them easier to complete – in less time – and with better data quality. How was this possible? We use an intelligent interview style format, much like the format popularized by tax preparation software. This works well because it breaks complicated forms down into smaller and simpler steps. More […]

Why Standardized Processes are Key to Effective AI Use in Federal Agencies (FEDweek)

The push for artificial intelligence (AI) in government faces a major challenge. Without standardizing business processes and IT infrastructures, agencies risk repeating the inefficiencies of past modernization efforts. Despite years of attempts to standardize, many federal agencies continue to operate in silos. This has resulted in duplicated efforts, inefficiencies, and budget overruns. Without addressing the underlying issues, AI could further complicate IT systems, leading to even greater fragmentation. Intelliworx CEO Rob Hankey explores why successful AI integration hinges on standardizing processes before automating them. Read the full post here: Government AI Push Should Prioritize Standardization or Risk Repeating History (FEDweek)

With all eyes on recruiting, healthcare also has a retention problem

Recruiting is just one part of the talent shortage puzzle; the best way to begin refilling a leaky bucket is to seal the leak by Intelliworx Recruiting is top of mind for many healthcare employers, and more and more are investing time in the function. For example, “MGMA polling from late 2023,” found “nearly eight in 10 (78%) of medical group leaders spent more time on recruitment and interviewing last year than the previous year.” The findings were included in a healthcare staff compensation report from the association which includes a mix of polls MGMA has fielded over the last few years. Never miss a post! Subscribe to our weekly newsletter by email. Yet recruiting is only one part of the problem. Another key part is retention and retention rates are astonishingly high in some areas. As a case in point, MGMA says clinical staff turnover is at a rate […]

An interview with the ‘Godmother of Government CX’ on agencies and modernization

Martha Dorris says good customer experience (CX) is a ‘patriotic’ initiative that provides better service and enables the government to run more efficiently and effectively by Intelliworx The concept of customer experience (CX) is getting a lot of attention in Washington, DC these days. While improving experiences sounds like a task for an entertainment company rather than a government, the motivation for better CX boils down to efficiency and effectiveness. So, says Martha Dorris. She spent 34 years championing CX initiatives from her post within the General Services Administration (GSA). Her work there earned the endearing moniker “godmother of government CX.” Today, while she’s retired from the civil service, she remains active as a consultant and host of a government-focused podcast The CX Tipping Point. “People used to laugh at me at the GSA, because, they thought, ‘customer experience? ‘We’re a government, not Disney,” she told us in an interview […]

Many healthcare employers see the struggle to recruit nurses grow

Nurses are the backbone of the healthcare system, yet a dearth of talent means this persistent problem continues to weigh on employers by Intelliworx As it is with providers, healthcare employees everywhere are struggling to attract nurses. That’s according to a new report by the Medical Group Management Association (MGMA). Citing an MGMA Stat poll from May 2024, the report says, “22% of medical group leaders say their nurse recruitment and hiring efforts improved in the past year, while the majority (78%) say they have seen little change (43%) or experienced worsened conditions (35%).” The top factor contributing to this healthcare recruiting challenge is a dearth of talent. There simply aren’t enough nurses and it’s hitting rural locations even harder. Why? “While some practice leaders noted a smaller pool of candidates in their rural markets, most respondents pointed to tough competition for qualified candidates from hospitals and larger organizations with […]

How healthcare staff compensation has changed over the last five years

“Sizable compensation increases for these roles are in line with anecdotal reports about the continuously competitive labor market,” according to a new report by MGMA by Intelliworx The shortage of providers is perhaps the biggest challenge facing rural healthcare facilities. Accordingly, there’s a lot of focus on incentives to attract more providers, particularly compensation. Providers are an important part of the puzzle. However, it’s important to remember they usually have a team to support them. These team members handle a wide range of supporting tasks from negotiating with payers – to prepping patients to be seen by a provider. They are crucial to keeping things running smoothly. To that end, the Medical Group Management Association (MGMA) is out with a new report that benchmarks the growth in management and staff compensation. While the report benchmarks the changes over several different time periods, we believe the 5-year time frame is the […]

How the U.S. Government’s digital transformation efforts are reducing the “time tax”

A new report illustrates how federal agencies are using “human-centered design” to improve customer experience (CX) and save everyone time, effort and money by Intelliworx Many government processes are initiated by completing a form. You read the instructions, fill out the data, and submit the document – and then wait to hear about the next steps. These forms tend to be long, complicated and take time to complete. The Office of Management and Budget (OMB) has called this a “time tax” on several occasions. Our very own CEO Rob Hankey recently observed one such process up close. His wife recently attained U.S. citizenship, which involved completing many forms over years. For example, she completed one form to enter the country on a fiancé visa. Then, once married, she completed a separate form to apply for a green card. Later, when she met the prerequisites to apply for citizenship, she filled […]

What physicians want from healthcare employers evolves over a career [survey]

Saddled with debt, newly minted doctors say compensation is the top factor they look for in a first employer; however, work-life balance, family and geography are increasingly influential as tenure lengthens by Intelliworx Compensation is back in style – at least for newly minted physicians looking for their first gig post-residency. That’s according to a joint report by Jackson Physician Search and the Medical Group Management Association (MGMA). The report, based on a survey of physicians and hospital administrators, shows that the newest generation of physicians, Generation Z (1997-2012), also commonly referred to as Zoomers, care more about their compensation than Millennials (1981-1996). More than three-quarters (76%) of new physician surveys said the top factor they look for in their first job after completing residency was compensation. This was followed by location (64%) and work-life balance in a distant third with just 38%. This is at odds with conventional wisdom […]

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