Citizens First

How the government plans to prioritize customer experience.

IRS Says Online Tax Systems Are Back In Business

Agency teams worked through the night to restore services, the acting administrator said.

Taxpayers Get Extra Day To File After IRS Online Tools Go Down

The IRS extended Tax Day to midnight April 18 after unidentified outages took down key online tools Tuesday.

How Form Automation is Democratizing Government Services

Technology can help make services accessible to vulnerable and disadvantaged citizens.

How the IRS Cut Tax Season Headaches by 19 percent

The agency's early outreach efforts appear to be paying off.

Here’s What Lies Ahead for the Citizen Service Landscape

Intelligent virtual assistants and artificial intelligence will transform the future of federal contact centers.

What Are You Looking At? Social Security Wants To Know

The agency is looking for eye-tracking technologies to improve the user experience on its websites.

Branding the Federal Customer Experience

If experience is everything, federal agencies need to to take a holistic view of how they're serving citizens.

Congress Faces Government Funding That Runs Out Friday

Lawmakers have been working on an omnibus spending bill but it has yet to be introduced.

For 10 Years, I Read the Comments

Farewell to my stressful, dispiriting, but occasionally awesome life as an internet comment moderator.

GSA Wants Streamlined Offer Forms

Think four documents or fewer for Multiple Award Schedules offers.

It Costs Taxpayers $41 Per Phone Call To IRS

The IRS wants to provide a better user experience to customers without breaking the bank.

SEWP Boosts Customer Experience While Cutting Its Fee

The vast majority of customers seem to be happy with NASA’s IT acquisition vehicle but the quest for better customer experience never ends.

How to Spot the Angry Citizens in a Troll Storm

When mean tweets start pouring in, federal social media managers need to be able to tell the difference.

Citizen Satisfaction With Government Reaches 11-Year High

Citizen satisfaction jumped 2.5 percent in 2017 with federal agencies, according to the American Customer Satisfaction Index.