Agencies looking at agile methods to improve customer relations

Agencies that interact with civilians are beginning to learn from the private sector and are exploring agile methods of delivering user-centric services.

A big step forward in this direction, FCW reported, is ensuring all participants are able to contribute and collect feedback from customers.

The Centers for Medicare and Medicaid, for example, has expanded their agile methodology in an effort to reduce multi-year procurement periods, including eliminating offices and setting up shared spaces to encourage collaboration.

The Office of Management and Budget also recognizes the utility of agile development, with a top official recognizing that the problem with collecting information about the customer experience is that no one is analyzing and integrating that feedback to make service delivery better.