Latest / The Federal Drive with Terry Gerton
SBA is redesigning its digital services around the people who use them, rather than the way the agency is organized
Whether they're seeking capital, looking for information or connecting with agency services, SBA users often arrive with a need rather than an understanding of how the agency is organized. The SBA is redesigning its website, customer service and digital tools to better match that experience. Joining me now to explain the agency's customer-experience strategy is Hartley Caldwell, SBA's chief information officer and chief AI officer.
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The skinny
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