Agency Contact Center Modernization Adds Citizen Experience Metrics as part of the GovAcademy institutional newsroom, connecting courses, credentials, research, B2G readiness and public-sector learning outcomes.
Government Service Design Toolkit Published for Course Learners as part of the GovAcademy institutional newsroom, connecting courses, credentials, research, B2G readiness and public-sector learning outcomes.
Government Knowledge Management Playbook Released as part of the GovAcademy institutional newsroom, connecting courses, credentials, research, B2G readiness and public-sector learning outcomes.
GovAcademy Launches Public Sector Product Management Templates as part of the GovAcademy institutional newsroom, connecting courses, credentials, research, B2G readiness and public-sector learning outcomes.
GSA and OMB publish updated federal service design standards expanding the 21st Century IDEA Act requirements to include mobile-first design, plain language certification, and customer journey mapping.
OMB announces $2.4 billion in Technology Modernization Fund awards to modernize contact center infrastructure across 34 federal agencies, prioritizing AI-powered routing and cloud telephony.
GAO analysis finds that 89 percent of the federal government’s legacy IT systems now cost more to maintain annually than equivalent modern systems would cost to operate, creating a compelling investment case for modernization.
OPM’s workforce analysis projects that 31 percent of senior federal employees will retire within three years, creating a critical institutional knowledge loss risk that digital knowledge management systems must address.
GSA’s Digital Acquisition Pilot results show a 38 percent reduction in contract award time and 47 percent reduction in protest rates for agencies using AI-assisted acquisition documentation tools.