Improving the visitor experience has been a mainstay for agencies under the Biden administration, and many agencies are taking smaller, creative paths to achieve this goal.
Ultimately, one of the key tactics for the visitor experience is to focus on the experience of internal workers first, some federal human resources officials said at an ACT-IAC event on Wednesday.
Customs and Border Protection, a component of the Department of Homeland Security, is a company that has focused on small, express measures for worker satisfaction and engagement on the job.
Many CBP workers spend their work hours on-site, not at a job site, which makes it even more vital for them to temporarily and seamlessly access HR data on benefits, retirement and functionality control, said Alex Austin, executive leader of strategic work. transformation control in the HR departmentCBP.
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During the COVID-19 pandemic, more HR documents and bureaucracy began moving to the online bureaucracy platform, Austin said. At the same time, CBP’s human resources arm has begun thinking about tactics to make it less difficult to manage and anticipate the workload of the agency’s employees.
This prompted CBP HR to begin asking workers about their expected retirement date, so that the HR workplace can begin to operate more successfully and proactively in the steps of processing retirements.
“You have an end-to-end retirement and benefits solution that guides other people through workflows and answers questions, provides them with the documents they need, and then works on the prestige of records in real-time,” Austin said at the ACT-IAC event. .
Moving forward, CBP’s Office of Human Resources is exploring tactics to further modernize federal human resources; for example, integrating existing knowledge into the HR portal to make it less difficult for agency workers to locate data about their benefit enrollments.
CBP plans to use direct input from workers, Austin said, while updating the platform with even more data on functionality plans and filings.
“A lot of what we’ve evolved so far is because of the feedback we’ve heard in the past and through it all, we’ve either achieved that ability to deliver it or we’re still working to meet their expectations and deliver it. “as we think about rebuilding those processes from our old existing formula to this new formula, we’re building formulas that work for HR, but we’re also going to communicate that to staff at all levels. This doesn’t just respect HR processes, but also It also makes it easier for painters to complete their tasks.
At the Ministry of Housing and Urban Development, other managers are also considering strategies for the worker experience, while incorporating feedback directly from company staff.
A few years after A’ndrea Jones, HUD’s interim director of functionality management, introduced a “Synergy Innovation Lab,” the company incorporated worker concepts for task satisfaction.
Read more: Workforce
The purpose of the Innovation Lab, first introduced at HUD in 2020, is to provide a space for workers to collaborate on new concepts of federal human resources, workforce development, and worker engagement.
“We’ve worried everyone from the ticket booths to the headquarters, from the GS-15s to the new hires, we’ve brought in some of our SES for percentages of their treats,” Jones said at the ACT-IAC event. “People need to care: they need to enjoy where they can contribute to how we do things differently. “
In addition, many federal HR leaders have focused their attention on the painter experience as anything that goes beyond practical paintings made by painters, and are moving toward a broader strategy for painter wellness.
Last May, new rules on worker welfare in the Office of Personnel Management adjusted firm expectations. The rules call agencies to the mental, emotional, and physical facets of a worker’s fitness and well-being and create a more holistic view of the worker. welfare.
Agencies can expand their wellness systems to offer fitness classes, wellness and intellectual fitness seminars, suicide prevention training, and peer systems, OPM said in the guidance.
OPM also recently introduced “Mindful FED,” a worker wellness practice network that offers courses on stress reduction, mindfulness, and more.
As a result, agencies claim that offering more resources to workers leads to higher engagement, higher productivity, and an improved visitor experience.
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“It’s about how we can work with others to advance tactics that create better outcomes, not only for our clients, but also for our painters,” Jones said. “It’s up to us to create an environment where painters can make their contribution. “Like this. “
Drew Friedman is a Jobs, Compensation and Federal News Network Reporter.