ISG Playbook
APIs
Customer Empathy Through Journey Mapping
Understanding the customers’ holistic experience with CMS can help you identify both customer pain points and opportunities for improving the customer experience. Journey maps, a commonly used Human-Centered Design (HCD) tool, create empathy by depicting the customers’ perspective as they interact with different touchpoints throughout their experience with CMS.
During this online, four-hour training, attendees will learn how journey maps can be a useful human-centered design tool. They will finish the course with the skills to create and use a journey map to communicate insights, engage cross-department team members, and provoke change through the findings in this tool.
When: Wednesday, June 12, 2024; 10:00 am – 3:00 pm ET
Register on Zoom: https://www.zoomgov.com/meeting/register/vJItdu-urDsuH1Ty2u_PdglX8dvasQaDGtA
Coming soon to a laptop near you! 
Marty, our Risk Management mascot, and a special guest star will be releasing a set of risk management training modules this summer. Stay tuned for further details!
LACE Explained: Objectives & Key Results (OKR)
Writing program level objectives has been a challenges since the dawn of SAFe. Objectives and Key Results (OKR’s) has become the preferred way of expressing organizational goals. During this two-hour learning session you will learn how to write effective OKR’s that reflect organizational goals and create alignment.
When: Tuesday, June 4, 2024; 1:00 pm – 3:00 pm ET
Register on Zoom: https://www.zoomgov.com/meeting/register/vJItceirpjsvGPIFUPO8PsUJaxFuwl4jXK8
The CMS Enterprise Shared Services (ESS) Team is interested in getting customer feedback around the new file management tool Unified File Management.
Background
In March 2024, FileCloud was decommissioned. We want to hear about your experience with UFM. Your feedback is critical to provide tools that support your daily tasks.
Why participate?
Your insights will directly impact the functionality of Unified File Management, making it more efficient and helpful for your daily tasks. This survey will take around 5-10 minutes to complete.