White House Lays Groundwork for Improving Government Customer Experience

The Office of Management and Budget’s new Circular A-11 provides guidance to federal agencies in establishing customer experience frameworks.

Modernization Nation

This Nextgov ebook looks at updating the federal government’s technology and operations.

U.S. Customs Expects Face Scanning to Speed Up Security at Florida Airport

Using Homeland Security’s biometric program, one airport is increasing security while shortening lines.

How the VA is Personalizing Veteran Services With a Single Website

The VA Digital Service thinks veterans shouldn’t have to know the agency’s bureaucracy to find the benefits they’re looking for.

Report: Citizens Have Better Experience With Airlines, Insurers Than Federal Agencies

Agencies aren’t getting any better at customer experience despite the focus, a survey found.

Rapid Prototyping to Improve Government Systems

Two former U.S. Digital Service staffers on their approach to iterative design and software development.

How to Drive Federal IT Performance Using Customer Experience

Federal employees have a customer story too, and federal CIOs and IT need to listen to them.

DHS Has a Plan to Make You Stop Hating Airport Security

The agency is looking at ways to speed up passenger screening while improving security from "curb to gate."

U.S. Digital Service Will Teach You How to Buy the Latest Tech

Federal employees can learn best practices for digital procurement in a new certification program.

Better Government Websites Build Trust with Citizens, Silicon Valley Lawmaker Says

Rep. Ro Khanna's customer-experience focused bill would require agencies to go all digital by 2020.

Bill Would Set 2-Year Deadline for Agencies to Get Digital

The 21st Century IDEA would require agencies to have a digital option for all paper-based forms and in-person interactions.

Mulvaney Targets Consumer Bureau's 'Yelp'-Like Complaint Portal

Acting director encourages bankers’ argument against posting unvetted criticism.

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.