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DoD CIO: Elevating Customer Experience in New Office Launch

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TLDR:

  • The Department of Defense (DoD) has launched a Customer Experience Officer (CXO) Portfolio Management Office to improve customer experience across its IT enterprise.
  • The new office will focus on developing strategic guidance, assessing performance, and aligning business objectives with user needs.

The DoD has officially launched a Customer Experience Officer (CXO) Portfolio Management Office, aimed at improving customer experience across its information technology (IT) enterprise. The office will provide a comprehensive approach to managing user experience, with a focus on consistency, accountability, and driving results. The CXO office will use data-driven insights and user feedback to inform its approach.

The CXO office has outlined several near-term initiatives, including updating the Digital Modernization Strategy to align with the department’s Strategic Management Plan and current IT and cybersecurity approaches, improving performance analysis programs and processes, and providing assistance with process improvement for targeted programs.

The launch of the CXO office comes as the DoD has faced challenges in delivering a positive user experience for its personnel. In a Defense Business Board study conducted in February 2023, 80% of respondents rated user experience as average or below average. Additionally, an open letter from DoD employees in 2022 highlighted issues with IT systems and called for improvements.

Savanrith Kong, a former digital service expert for the Defense Digital Service organization, has been appointed to lead the CXO Portfolio Management Office.

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