Customer Experience
TSA uses AI agent to respond to 100,000 traveler conversations per month
The technology has resolved 96% of traveler inquiries without human escalation, according to Salesforce.
VA wants more input on proposals to streamline benefits application forms
The Department of Veterans Affairs is sourcing feedback on two proposals to shorten the length of benefits forms but has thus far only received a total of nine comments since the recommendations were posted last month.
AI won’t replace human claims processors, VA officials say, as Democrats worry over staffing levels
Rep. Nikki Budzinski, D-Ill., said some VA employees report claims processing technologies are producing incorrect information.
Exclusive
GSA and National Design Studio collaborate to boost Login.gov experience
The partnership is focused on making the government’s in-house identity service easier to use without compromising on security.
GSA joins White House’s fraud prevention task force
The agency said it will support the unit’s efforts by identifying waste, fraud and abuse across government contracting programs.
DOGE is about making government services easier to access, its head says
In a rare public speaking appearance in which DOGE was discussed, its acting administrator Amy Gleason painted a different vision of its work than that pursued during the government-slashing efforts last year.
The State Department looks to build on the success of online passport renewal
The agency’s second attempt at moving the passport renewal process online has enabled millions to navigate the process in a fraction of the time it used to take.
House votes to make IRS publish call metrics online
The bill would require the tax agency to release detailed, real time and monthly call metrics. The House also passed a technology proposal meant to move the IRS off paper.
Senate Democrats push Social Security on employee reassignments to phone line
The agency is directing employees who normally process benefits to answer phone lines instead.
Much of the government’s technology isn’t accessible, internal report finds
Just over a third of the government’s most-viewed websites met legal requirements that they be accessible for people with disabilities.
Accessing Social Security disability benefits became harder in 2025, researchers find
Changes like the push to online servicing and introduction of AI on SSA phone lines made it difficult for certain recipients to access the agency.
VA’s National Cemetery Administration earns top customer satisfaction scores
For the eighth year in a row, the small agency earned the highest rankings in the American Customer Satisfaction Index.
Federal CIO says he’s zeroed in on government service delivery
That effort has new accountability levers and top-down support that can be helpful in driving change, CX leaders from the Office of Management and Budget said Friday.
Lawmakers seek details behind SSA plan to slash office visits
Nextgov/FCW first reported the agency’s intention to reduce field office visits last week.
Trump signs law requiring the IRS to clean up adjustment notices
Lawmakers hope that clearer notices when the IRS makes simple math or clerical fixes on tax returns should cut down on headaches for taxpayers.
Satisfaction with government services rises, despite recent layoffs and turmoil
The Trump administration has touted some service delivery projects and launched a design initiative, but it has also fired and pushed out thousands of civil servants.
IRS returns to relying on tax prep companies for free filing options without Direct File
A new report from the tax agency that was requested by congressional Republicans said that dropping Direct File “is in the best interests of American taxpayers and the IRS.”
Airbnb co-founder and DOGE associate to head new federal design office
Joe Gebbia has been working on modernizing retirement processes at the Office of Personnel Management as part of his work with the Department of Government Efficiency.
Trump signs order calling for improved government design
The new “America by Design” effort includes a recruiting push for relevant talent — though the administration has shed many government designers since Trump took office.
Veterans Experience Office codified under new law
The office was created in 2015 to gather feedback from veterans and their families that would help VA improve its services, although it was never formally established within the department.
