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Latest Updates

Every month, our team posts updates on our work, best practices or progress. Please visit this page often to see the latest information on the Centers of Excellence.

November 02, 2023 CUSTOMER EXPERIENCE

Federal CX Summit to be Held Virtually November 16

September 06, 2023 ARTIFICIAL INTELLIGENCE

Artificial Intelligence Training Series for Federal Employees

July 13, 2023 ARTIFICIAL INTELLIGENCE

Announcing the Applied AI Challenge: Large Language Models

June 23, 2023 ARTIFICIAL INTELLIGENCE

The Applied AI Healthcare Challenge

September 19, 2022 INNOVATION ADOPTION

Innovation Adoption Workshop Series Asks, ‘Is Your Culture Ready for Change?’

August 08, 2022 CUSTOMER EXPERIENCE

A Holistic Approach to Service Delivery: Customer Experience (CX) CoE asks, ‘Are your customers at the center?’

July 20, 2022 DATA AND ANALYTICS

Demystifying Data Governance: Data & Analytics CoE event asks, ‘How do you manage your data?’

June 30, 2022 CUSTOMER EXPERIENCE

Announcing the CX Maturity Model

June 30, 2022 ACQUISITION

Announcing the Guide to Better Industry Engagement

June 10, 2022 INNOVATION ADOPTION

Announcing Strategic Foresight 101: Guide to Futures Methods for Government

June 08, 2022 DATA AND ANALYTICS

Announcing Data Governance Charter Templates

May 24, 2022 INNOVATION ADOPTION

Innovation Adoption Culture Pre-Assessment Guide

May 20, 2022 CENTERS OF EXCELLENCE

Announcing CoE Resources + Advisory Support

April 20, 2022 ARTIFICIAL INTELLIGENCE

Announcing the Applied AI Challenge

October 06, 2021 CLOUD ADOPTION

GAO Covid-19 Vaccine Tracker Dashboard

July 14, 2021 INNOVATION ADOPTION

Introducing the CoE Innovation Adoption Practice

October 28, 2020 ARTIFICIAL INTELLIGENCE

How We Measure AI Readiness

October 19, 2020 DATA AND ANALYTICS

Ten Plays of Our Data & Analytics Approach

October 08, 2020 CUSTOMER EXPERIENCE

Thirteen Plays of Our Customer Experience Approach

October 08, 2020 CONTACT CENTER

Fifteen Plays of Our Contact Center Approach

September 23, 2020 INFRASTRUCTURE OPTIMIZATION

Ten Plays of Our Infrastructure Optimization Approach

September 22, 2020 CLOUD ADOPTION

Nine Plays of Our Cloud Adoption Approach

August 13, 2020 DATA AND ANALYTICS

Ten Plays of Our Data & Analytics Approach

May 07, 2020 CONTACT CENTER

Mystery Shopping to Evaluate Federal Agency Contact Center Performance

March 17, 2020 ARTIFICIAL INTELLIGENCE

How to Avoid the Red Queen Effect

February 14, 2020 DATA AND ANALYTICS

Establishing Data Governance, Step Three of the Data and Analytics Center of Excellence Approach

January 23, 2020 CUSTOMER EXPERIENCE

HCD, UX, and CX: Why Their Differences Matter and Why They Don’t

January 22, 2020 DATA AND ANALYTICS

Building an OCDO, Step Two of the Data and Analytics Center of Excellence Approach

January 14, 2020 DATA AND ANALYTICS

Preparing for the OCDO: The HUD Experience

December 18, 2019 CUSTOMER EXPERIENCE

The OneUSDA Ecosystem: Visualizing the Connections Between USDA Customers, Services, and Agencies

December 17, 2019 CUSTOMER EXPERIENCE

HCD: Focusing on People to Solve IT Problems

November 13, 2019 CUSTOMER EXPERIENCE

USDA Chatbot Prototype: Using Artificial Intelligence to Connect Customers to Knowledge at Scale

October 28, 2019 CUSTOMER EXPERIENCE

The Journey to Affordable Housing for Seniors

October 07, 2019 DATA AND ANALYTICS

How to Prepare for the OCDO, Step One of the Data and Analytics Center of Excellence Approach

September 24, 2019 CUSTOMER EXPERIENCE

Bringing Together CX and the Integrated Digital Experience Act to Modernize USDA Web Experiences

August 19, 2019 CONTACT CENTER

5 Key Components of Contact Center Performance

August 05, 2019 CLOUD ADOPTION

Intelligent Data Extraction Enables Agencies to Shift from Analog to Digital

July 23, 2019 CUSTOMER EXPERIENCE

Using CX to Help New Producers Fund Their Farms

July 12, 2019 DATA AND ANALYTICS

Using USDA Datasets to Address Water Management Challenges at the IoT World Hackathon

July 10, 2019 CENTERS OF EXCELLENCE

CoE Releases Request for Information for OPM

June 25, 2019 DATA AND ANALYTICS

The OCDO, Coming to an Agency Near You

May 28, 2019 CONTACT CENTER

How to Measure Contact Center Performance

May 08, 2019 DATA AND ANALYTICS

Becoming A More Fact-Based and Data-Driven Organization

May 01, 2019 CUSTOMER EXPERIENCE

How Do You Use a Journey Map?

April 24, 2019 CUSTOMER EXPERIENCE

How Do You Read a Journey Map?

April 17, 2019 CUSTOMER EXPERIENCE

What Is a Customer Journey Map?

April 10, 2019 CUSTOMER EXPERIENCE

How Customer Experience (CX) Can Help Your Agency

March 27, 2019 CUSTOMER EXPERIENCE

An Overview of the Customer Experience (CX) CoE Activities and Progress at USDA

March 14, 2019 CENTERS OF EXCELLENCE

CoE's New RFQ Reflects Industry Feedback

January 31, 2019 CENTERS OF EXCELLENCE

GSA Seeking Feedback on Next Iteration of Acquisition Strategy for Centers of Excellence

October 16, 2018

IT Modernization Centers of Excellence Case Study

September 25, 2018

GSA, HUD Partner In Centers of Excellence Initiative

September 18, 2018 CUSTOMER EXPERIENCE

CX Strategy: Customer Service and Customer Experience - What's the Difference?

August 20, 2018 DATA AND ANALYTICS

REE Key Performance Indicators Development

August 17, 2018 CUSTOMER EXPERIENCE

Customer Journey Analysis for the USDA Direct Farm Loans Program

August 03, 2018 CUSTOMER EXPERIENCE

In the Field for Farm Loans Customer Research

June 09, 2018 CENTERS OF EXCELLENCE

Register for our Phase II Industry Day

June 09, 2018 CLOUD ADOPTION

Looking for a Cloud Adoption Specialist to Join Centers of Excellence

May 23, 2018 CLOUD ADOPTION

Creating a Cloud First Organization

May 22, 2018 CUSTOMER EXPERIENCE

Update from Hollis, Oklahoma

May 21, 2018 DATA AND ANALYTICS

Tell Sonny Dashboard

May 21, 2018 CUSTOMER EXPERIENCE

Farm Loan Personas

May 18, 2018 CONTACT CENTER

Tell Sonny Initiative

May 17, 2018 INFRASTRUCTURE OPTIMIZATION

18 Data Centers Closed

May 17, 2018 CUSTOMER EXPERIENCE

The Journey Map Process

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