Customer Experience

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.

Featured eBooks

Veterans Affairs Launches Digital National Cemetery 

The new interactive website streamlines information about 3.7 million veterans interred across NCA’s 136 national cemeteries.

People Don’t Always Behave Rationally—Agencies are Learning to Plan for That

Officials are increasingly leveraging the power of behavioral science to enhance program performance.

Survey: Public Wants Government Websites to Be Easier to Use

Government’s sites are also perceived as more secure than commercial sites, a new Booz Allen Hamilton survey suggests.

Trump Signs Constituent Services Bill into Law

A bill to modernize constituent services is now the law of the land.

These 6 Principles Helped Navy Federal Deliver Superior Customer Experience

They drive every decision Navy Federal Credit Union makes regarding their members.

New App from VA Streamlines Veterans’ Resources to Enhance Their Care

The ultimate goal is to eliminate the barriers vets face in retrieving the information they need most.

4 CX Lessons Federal Agencies Can Learn from Their Peers

There are several agencies making major strides in the CX space and other agencies could learn a thing or two from their CX programs.