Customer Experience
Inside TurboTax’s 20-Year Fight to Stop Americans From Filing Their Taxes for Free
The success of TurboTax relies on whether the U.S. government makes tax filing simple and free for most citizens.
Report: IRS Should Have an Official In Charge of Customer Experience
The agency could also improve its website and share more feedback, analysts conclude in first-of-its-kind report.
A Plan to Reduce Bench Warrants—By Text Message
After success in one county, Minnesota is rolling out a statewide program that sends reminders to defendants about their court appearances.
6 Lessons from Government Customer Experience Professionals
Officials from the U.S. Patent and Trademark Office, Transportation Security Administration and Office of Federal Student Aid explained what’s worked in improving customer experience.
Air Force CXO: We Don’t Have to Delight the User
Colt Whittall, the Air Force’s first chief experience officer, talks with Nextgov about the new role and what it will take to provide a better user experience for airmen.
Federal CIO Council Turns Customer Experience Expectations On Itself
The relaunched CIO.gov is designed to help federal IT employees better engage with their community.
An Insider’s Take on How to Focus on Government's IT Strengths
From Healthcare.gov to 18F, Ed Mullen shares insights on how APIs and user experience could fundamentally change service delivery.
High Impact Agencies Release Customer Experience Action Plans
More than two dozen high impact service provider agencies shared their current and future investments.
USDA Wants Feedback from 2 Million Customers
Consider it the agency’s latest move in its efforts to put the farmer first.
How Congress Turns Citizens' Voices into Data Points
No matter why or how people contact their elected officials, they all want one basic thing: They want someone to listen.
GSA Seeks to Simplify Citizen Survey Work for High-Impact Agencies
GSA will usher certain agencies through Paperwork Reduction Act regulations to meet the administration's customer experience goals.
Inside Defense Digital Service’s User-Centered Approach
Designing with users—not for them—has been a key to the agency’s innovative success.
Census is Asking the Public to Help Fight Misinformation Ahead of 2020
The bureau launched a website for dispelling common Census rumors and created a special email address where people can report misinformation and other malicious activities.
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