employee experience

Analysts at curved banks of monitors in a government operations center, streaks of light suggesting rapid movement, evoking the pace of the State Department generative AI rollout

9 lessons from the State Department’s generative AI playbook

Foggy Bottom implemented an SBU-cleared chatbot from pilot phase to 62,000 users at 98% of diplomatic posts and published a five-year playbook other agencies can model by Intelliworx Less than two years after OpenAI launched ChatGPT in November of 2022, the State Department was already actively testing an “alpha” version of its own generative AI chatbot. Two more years later, in June of 2026, the Department’s chatbot was rolled out at 98% of global diplomatic stations and has 62,000 users – nearly 80% of its employees. That’s a lightning-fast adoption of a new technology for a government agency, which Foggy Bottom detailed in a new playbook, which reads like a case study, published in July of 2026. It’s even outpaced many commercial businesses. For example, the technology research firm Gartner said in a September 2026 announcement that just 22% of businesses, with $50 million or more in revenue, have scaled […]

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. […]

Mitigating conflicts: The top government ethics issues where employees seek guidance

Survey data from 143 executive branches informs government ethics shops as to where they should invest time to educate civil servants and political appointees on financial disclosure requirements Financial disclosure is an unenviable, but necessary, annual task for certain government employees. Broadly speaking, those who are in a position to influence how taxpayer money is spent are required to disclose any potential conflicts of interest in their personal holdings. As a company, we do a considerable amount of work in this area. Nearly 40 federal agencies have relied on Intelliworx to modernize, customize, and streamline their financial disclosure process. We provide enabling technology that helps ethics offices document, mitigate, track, and report on those disclosures. Although the process of financial disclosure is typically managed by any given agency’s ethics office, the Office of Government Ethics (OGE) strives to keep tabs at a high-level. As part of this work, executive branch […]

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 […]

11 ways FDonline simplifies financial disclosure requirements for federal agencies

Nearly 40 ethics offices in the federal government use FDonline to make it easier for civil servants to file and for compliance professionals to certify those disclosures and mitigate potential conflicts of interest by Intelliworx Financial disclosure isn’t the most glamorous part of a government job, but it’s incredibly important for transparency. The federal government manages an incredibly large budget – $6.75 trillion in 2024 – and all of it, including borrowing, belongs to the taxpayers. The temptation to influence spending decisions for personal gain is a rare but consequential event. When it does happen, the damage to public trust is difficult to repair, so the government has policies in place to avoid such conflicts of interest. One such policy is the requirement for government employees in a position to influence spending decisions to disclose their personal financial holdings annually. Those holdings are reviewed by their agencies ethics offices for […]

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 […]

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 […]

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 […]