Improving CX through consistency

It only takes one bad interaction to sink an agency's brand and one good experience to establish a supporter.

Coding it Forward fellows share their stories

Two college students planning careers in tech told Steve Kelman why they chose to prioritize government service.

How federal agencies can integrate artificial intelligence into records management

COMMENTARY | Agencies need to factor newer forms of digital records—like those Zoom meeting recordings—into their records management plans.

All software is guilty until proven innocent

COMMENTARY | Agencies must embrace "shifting left," an approach that takes securing software in mind at the beginning of the development lifecycle.

OMB's mixed messages on mobility are putting federal agencies at risk

COMMENTARY | Why the Office of Management and Budget needs to revise the 2022 FISMA Metrics and explicitly reinstate the mobility metrics and threat defense protections.

Dear agency senior executive: You can make or break your next big tech initiative

You may have heard that modern principles can help you reduce risk on projects like yours, but changing the way you work isn't easy.

Customer service at the National Security Agency

Steve Kelman finds a helping hand in the highly secretive spy shop.

Achieving incident response maturity is critical for effective threat management

Agencies should take the principles outlined in CISA's playbooks and make them their own.

Steve Kelman reports from his 50th college reunion

After a two-year delay due to the coronavirus pandemic, the Harvard College class of 1970 got the chance to reconnect.

A hopeful update on the President's Management Agenda

Steve Kelman says there's a lot to like in the Biden administration's approaches to improving citizen satisfaction, employee engagement and acquisition reform

Should the FDA have done more months ago about an impending baby formula shortage?

Steve Kelman asks whether any well-placed Food and Drug Administration officials could have anticipated the current baby formula shortage.

5 ways to proactively protect government networks

Adversaries appear to launch attacks with impunity, and their newfound speed and aggression has had a damaging impact on our national security.

Good decision, bad outcome

Steve Kelman shares an important lesson from the smartest person he knows.

How automation can enhance and empower the federal workforce

While progress is being made across many areas of government digital transformation, this is just the start of the journey to improve government and put the citizen at the center.

Storytelling and slide decks

Steve Kelman shares ideas about how to inject narrative techniques into your humdrum PowerPoint presentations.

Transformation and the CX executive order

Why President Biden's customer experience executive order presents an unprecedented opportunity to transform government services.

Practical ideas for managing polarization at work

Steve Kelman flags a paper that suggests that a "receptive mindset" can help bridge polarization gaps inside organizations.