CX

The 7 most-read posts on the Intelliworx government blog in 2025

Financial disclosure and customer experience (CX) were among the most popular categories of content among readers interested in modernizing the federal government’s tech We published about 40 posts on the Intelliworx blog in two distinct sections: government and healthcare. That’s on par with our efforts in prior years. As has become our custom, we go back through the analytics at the end of the year to see what was of most interest to readers. Below are the most-read blog posts for 2025. Stay in touch by subscribing to our email newsletter. We will never share or sell your email address. Number 7: CX is a bipartisan issue for the federal government More than aesthetics, good design across websites, apps, and even those arduous government forms, drives efficiency that saves time and taxpayer money. Read more: Good design and customer experience (CX) is a bipartisan issue we should all get behind […]

What is an intelligent interview? The technology to digitize government forms at scale

Intelligent interviews convert paper forms into digital data collection, which streamlines government processes and makes the data securely available for reuse and integration by Intelliworx We use the term “intelligent interview” often in federal technology circles. The nearly forty federal agencies we are fortunate to call customers know exactly what this term means. Yet there are a number that do not, so this is an effort to define the term. The first thing to understand is that government forms are a vehicle to collect data. Whether the form is on paper or online, that collection of data initiates a process. While many processes have been digitized, the government publishes tens of thousands of forms, and that means modernization is a continuous task. Scanning paper into a system or even turning paper forms into PDFs (portable document format) isn’t enough. Data, in these formats, has limited flexibility to be used elsewhere. […]

Good design and customer experience (CX) is a bipartisan issue we should all get behind

More than aesthetics, good design across websites, apps, and even those arduous government forms, drives efficiency that saves time and taxpayer money by Intelliworx The U.S. government maintains an estimated 23,000 websites. Many are outdated, expensive to operate, and difficult to navigate. For example, less than one in five “federal websites use code from USWDS [United States Web Design System], contributing to inconsistent and varying user experiences.” Further, nearly half (45%) are “not mobile friendly” and only 6% earned a “good” rating for performance on mobile devices. Yet mobile devices are ubiquitous. It’s been ten-plus years since Google searches on mobile devices surpassed those on a desktop. That illustrates how reliant people are on these tools for communication, including communication with their government. That’s the crux of the problem the America by Design initiative aims to solve. A new Executive Order authorizing the initiative sets it up this way: “America […]

6 generative AI use cases across the federal government

Federal agencies are exploring ways to extract and standardize unstructured data, analyze high volumes of text-based feedback and improve customer experience by Intelliworx Federal agencies spend more than $100 billion annually on technology, including products and services, according to reporting by Jory Heckman. About 80% of that is spent maintaining the sprawling, and in some cases, dated IT infrastructure that already exists. Historically, modernizing those systems tends to be a necessarily slow and methodical process. This is because changes to the IT infrastructure can have unintended consequences. Yet, Heckman, in a story for the Federal News Network, notes, artificial intelligence (AI) may offer a better approach – a continuous, iterative and agile approach. At the time of this writing, 41 federal agencies are exploring 2,133 artificial intelligence (AI) use cases that have been publicly disclosed. As a software company that serves the federal government, we are experimenting with AI as […]

Thought experiment: Consolidating a dozen different federal permitting applications

Manufacturers must apply for permits from as many as a dozen different agencies, adding significant cost and time for everyone; all those forms could be consolidated into one streamlined process by Intelliworx The most impactful government modernization projects streamline business processes and deliver a better customer experience (CX). This has practical benefits, including: reducing the time it takes to complete a business process; bringing transparency and accountability to each step in the process; and automating tasks like reminders and reporting. Martha Dorris, the “godmother of customer experience,” illustrated the benefits it provides for government efficiency in an interview last year. She used the IRS as an example. Tax law is complicated but redesigning the process with CX in mind simplifies the burden on filers. It also cuts the number of help desk calls for the government. Yet such efforts don’t just reduce administrative costs – there’s an immediate benefit on […]

5 customer experience metrics for savvy federal agencies to prove the value of CX

Here are easy-to-understand explanations of top metrics the federal government can use to measure the success of its investment in CX by Intelliworx Customer experience (CX) is one of those trends that happened gradually over time but feels like it happened overnight. The sudden interest is anything but sudden. The government has seized this trend with vigor and for good reason: technology should enable things to run more efficiently and effectively. For example, merely turning the tens of thousands of government paper forms into a PDF format, is applying analog thinking to a digital world. The static nature of a PDF means every form has to accommodate all possibilities – even if the possibility doesn’t apply to the person filling out the form. This is, in part, behind what OPM calls a “time tax.” By contrast, dynamic forms only ask for the information needed – a recognition that form is […]

Year in review: 20 government tech statistics and numbers that summarize 2024

Federal employee engagement, IT modernization, AI, FedRAMP, CX and telework are among the technology issues summarized in numbers by Intelliworx Numbers are excellent tools for reflection. However accurate or faulty the human interpretation, a number on its own is agnostic. To put it another way, a number alone isn’t inherently good or bad – it just is – it’s just a number. As such, a numbers-driven post is a sound addition to our year-end roundup series. We’ve culled through the dozens of posts we’ve published this year to look back over the numbers. We’ve also done the same with several trade publications that cover the government space looking for such numbers. Below is what we found – it’s effectively a review of the past year in government technology – as expressed by numbers. 1. Federal employees report record engagement (73 of 100) Civil servants gave their employers high marks […]

Intelliworx Launches New Telework Management Solution for Government Agencies Centered on Productivity

FOR IMMEDIATE RELEASE Software Product Named Teleworx will Put the Focus of Government Telework on Productivity; Providing the Ease-of-Use Civil Servants Want along with the Accountability Leaders Need Sterling, VA – December 12, 2024 – Intelliworx, a provider of workflow and process automation software, announced today the launch of Teleworx, a telework management solution for government agencies. Teleworx will enable agencies to get a handle on the entire telework process – from identifying eligible positions to ensuring the accountability of telework employees. This will streamline the process of applying, reviewing, approving, reporting and re-certifying telework applications in accordance with applicable laws and regulations. “More and more government work is being done online through websites, apps, chats and other digital channels,” said Intelliworx CEO Rob Hankey. “So, it just makes sense that a significant part of the federal workforce is online too – but leaders still need accountability and Teleworx can […]

10 predictions for government technology in 2025

From CX and business process – to telework and the impact of managing technology infrastructure on continuing resolutions – predictions are part forecast and part aspiration by Intelliworx If we set accuracy aside for a moment, if there’s one thing humans do well it’s making predictions. Our brains absorb inputs from our five senses and try to predict what will happen next and how we should feel or act. When things don’t match our prediction, that is our brain’s expectations, we respond with emotions like joy, anger and fear. This means predictions are a physiological part of humanity. It’s fitting then that at the year’s end, we might take a step back and think about our predictions for the next year, 2025. Often such predictions are part forecast and part aspiration. In some ways, predictions are what we hope will happen, based on current information. In both cases, it’s an […]

6 solid hot takes on the 2024 Federal Employee Viewpoint Survey results

Civil servants gave their employer record high marks for employee engagement and experience; but there are some important nuances by Intelliworx The Office of Personnel Management (OPM) published new data from its 2024 Federal Employee Viewpoint Survey (FEVS). The survey is a snapshot of the “organizational climate” for the millions of government employees working across some 430 government agencies. In other words, it asks civil servants how they are feeling about work. The survey was first fielded in 2002 – periodically at first – and then annually since 2010. OPM employs an independent research firm to conduct the survey digitally. Respondents are solicited to participate by email. The survey was conducted this year from May to July. OPM says the response rate was 41%. That’s up from 39% from the year prior. Mathematically, the exact sample size works out to 1,645,841, which puts the size of the federal workforce at north […]

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