What is 21st Century Integrated Digital Experience?

Under the 21st Century IDEA, federal agencies are required to modernize their digital infrastructure and make it more user-friendly, accessible, and secure. This includes creating mobile-friendly websites, improving online forms and applications, and providing digital identity verification and authentication. The law also requires agencies to provide training and support for employees to help them deliver high-quality digital services.

The 21st Century IDEA is designed to align with other government initiatives, such as the Federal Information Technology Acquisition Reform Act (FITARA) and the Digital Government Strategy, to promote collaboration and consistency across federal agencies. The goal is to improve citizen satisfaction and trust in government services by providing easy and efficient digital access to government information and services.

In summary, the 21st Century IDEA is a set of guidelines and standards aimed at modernizing and improving the quality of digital services provided by the US federal government, with the goal of improving citizen satisfaction and trust in government services.

How NICE can help

As a market leader in customer experience software, CXone provides an intelligent, unified suite of applications covering the breadth of contact center management disciplines, simplifying administration, and streamlining the user experience. It is the only CX platform that delivers CXi—customer experience interactions—for frictionless experiences across the customer journey. CXone delivers digital-first, personalized, proactive, and omnichannel interactions.

CXone also includes pre-defined CRM integrations and UCaaS integrations with the leading solutions on the market. These integrations provide a holistic customer experience software solution capable of elevating customer and employee experiences for companies of all sizes.

See how NICE CXone helps governments and the public sector improve their citizens' experiences.