From 1ec6baa46bf5d83969ddd6963d8ddda29957eb40 Mon Sep 17 00:00:00 2001 From: Alison Whitty <91492387+amwhitty@users.noreply.github.com> Date: Mon, 6 Jan 2025 21:13:53 -0500 Subject: [PATCH 1/2] Update 2025-01-07-a-decade-of-partnership-between-usds-and-ssa.md --- .../2025-01-07-a-decade-of-partnership-between-usds-and-ssa.md | 3 ++- 1 file changed, 2 insertions(+), 1 deletion(-) diff --git a/_news-and-blog/2025-01-07-a-decade-of-partnership-between-usds-and-ssa.md b/_news-and-blog/2025-01-07-a-decade-of-partnership-between-usds-and-ssa.md index 7979da7c..2a4e67b7 100644 --- a/_news-and-blog/2025-01-07-a-decade-of-partnership-between-usds-and-ssa.md +++ b/_news-and-blog/2025-01-07-a-decade-of-partnership-between-usds-and-ssa.md @@ -16,6 +16,7 @@ carousel_show: true title: "Building Trust and Transforming Service: A Decade of Partnership Between USDS and SSA" dateline_str: "Jan 07, 2025" readtime_str: "3" +byline_str: "U.S. Digital Service" permalink: /news-and-blog/a-decade-of-partnership-between-usds-and-ssa --- @@ -35,7 +36,7 @@ Before the redesign of SSA.gov, site visitors relied on a single, static page wi ### Addressing Retirement Life Experience -When the [Customer Experience (CX) Executive Order](https://www.whitehouse.gov/briefing-room/presidential-actions/2021/12/13/executive-order-on-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government/)](https://www.cdc.gov/media/releases/2022/p0919-pregnancy-related-deaths.html){:target="_blank"} was released in 2021, the USDS team worked with SSA to improve the retirement life experience. Through the discovery process, the team uncovered a lack of consolidated and connected CX data. It was difficult to fully understand the holistic customer experience and journey due to the disparate data sources. +When the [Customer Experience (CX) Executive Order](https://www.whitehouse.gov/briefing-room/presidential-actions/2021/12/13/executive-order-on-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government/){:target="_blank"} was released in 2021, the USDS team worked with SSA to improve the retirement life experience. Through the discovery process, the team uncovered a lack of consolidated and connected CX data. It was difficult to fully understand the holistic customer experience and journey due to the disparate data sources. To assist in solutioning the data challenge, USDS engaged with SSA two years later on a comprehensive CX data strategy, focusing on more than just customer satisfaction, but also system performance and employee burden. Through the various project phases -- discovery, identifying and analyzing data, and strategy development -- USDS further surfaced that the challenges and opportunities with retirement and Medicare processes were not unique to those specific programs. Instead, solving these common CX and employee experience pain points was foundational to improving outcomes with SSA’s highest priorities related to disability programs and various service channels (online, phone, in-person, etc.). From 247398c368cf7d0a7436a59bc660e02da671e9ff Mon Sep 17 00:00:00 2001 From: Alison Whitty <91492387+amwhitty@users.noreply.github.com> Date: Mon, 6 Jan 2025 21:14:49 -0500 Subject: [PATCH 2/2] Update 2025-01-07-a-decade-of-partnership-between-usds-and-ssa.md --- .../2025-01-07-a-decade-of-partnership-between-usds-and-ssa.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/_news-and-blog/2025-01-07-a-decade-of-partnership-between-usds-and-ssa.md b/_news-and-blog/2025-01-07-a-decade-of-partnership-between-usds-and-ssa.md index 2a4e67b7..b5de81bd 100644 --- a/_news-and-blog/2025-01-07-a-decade-of-partnership-between-usds-and-ssa.md +++ b/_news-and-blog/2025-01-07-a-decade-of-partnership-between-usds-and-ssa.md @@ -7,7 +7,7 @@ blog_page: true carousel_title: "Building Trust and Transforming Service: A Decade of Partnership Between USDS and SSA" carousel_summary: "How USDS and SSA evolved into a strong relationship rooted in mutual trust, focused on incremental change and building capacity." # partial path to image -carousel_image: /news-and-blog/2025-01-07-a-decade-of-partnership-between-usds-and-ssa/usds-and-ssa.jpg +carousel_image: _news-and-blog/2025-01-07-a-decade-of-partnership-between-usds-and-ssa/usds-and-ssa.jpg # accessibility text for image carousel_image_alt_text: "The United States Digital Service logo is a navy shield shape with yellow wings, two vertical stripes and three stars. To the right is the Social Security logo that is a navy eagle, navy striped sheild and 'USA' written in red." # should show on news and blog page. ordered by date prefix in filename