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.

4 Principles for Making Digital Transformations Work

Government agencies can complete effective digital transformations but it takes new technologies and management practices.

GSA Needs to Verify Who’s Logging in to Login.gov

GSA wants to make it easier to sign in to government websites without making citizens less secure.

GSA Taking Quotes for IT Modernization Centers of Excellence

It's the next step in the White House's plan to update government tech.

The People Who Read Your Airline Tweets

“There are a lot of whiners, but the good thing is we help the whiners, too.”

IG Pushes For Better Customer Experience At Postal Service

One of the first things the service needs to do is to get more feedback from customers.

White House Unveils Latest Plan to Fix Government Technology

The first center of excellence will be a partnership between the Agriculture Department, White House, General Services Administration and industry.

A Unified Reporting Portal Would Help Government and Grant Recipients

A portal could make grantees’ lives easier, but also offer the federal government a better way to evaluate risks.

3 Ways to Infuse Digital into Your Agency’s DNA

Random acts of digital aren't enough for a transformation.

Rethinking Federal Customer Experience

This ebook looks at how agencies are baking customer experience into their missions.

Report: Government Websites Are (Somehow) Getting Worse

Most federal websites fail metrics related to load time and secure connections, according to a think tank assessment.

GAO: Federal CIO Shirking Oversight Responsibilities On Critical Projects

The lack of CIO involvement in major projects could allow them to slide off the rails, GAO says.

Federal Agency Customer Experience Act Clears Senate

The legislation awaits a markup from the House Oversight and Government Reform Committee.

This One Rule Informs All of Veterans Affairs' Customer Service Decisions

Bells and whistles are great, but they don't matter if they aren't helping customers, Veterans Affairs Department's Lynda Davis said.