Customer Experience
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.
SSA said it removed strict ID requirements on its phone line, but internal policy says otherwise
The agency said in a recent regulatory filing that the identification pin had been made optional for those wishing to change direct deposit information over the phone. Internal policy says they’re still required.
SSA to make planned ID checks for additional phone transactions ‘entirely optional’
In regulatory filings made earlier this month, SSA had estimated that the planned requirements would result in over three million field office visits.
Social Security plans new restrictions for its phone line, citing fraud
New identity proofing requirements for certain transactions, like changing an address, could especially impact people in rural areas, with transportation difficulties and with limited technology know-how.
SSA watchdog to audit agency’s performance metrics
Getting better data is essential to continued oversight, Sen. Elizabeth Warren, D-Mass., told reporters Wednesday.
Civic tech leaders worry DOGE is ‘tarnishing’ its tools to improve government
USDS, the White House team DOGE took over in January, was a flagship civic tech organization. Six months later, civic tech is figuring out what’s next.
New SSA chief praises DOGE for ‘making things better’
Frank Bisignano said he has no current plans to institute further reductions in force and hopes to use AI to make the historically sluggish Social Security disability determination processes move faster.
USDA wants to modernize farmer services, even as staffing cuts could hurt the effort
The department plans to digitize farmer-facing applications that are still on paper.
SSA changes phone fraud policies after finding very little fraud
The change follows reporting by Nextgov/FCW about the policy and its contributions to a slowdown in retirement claims processing.
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Republicans want Treasury to study free tax filing options — again
The reconciliation text being considered by the House Ways and Means Committee includes $15 million for the IRS to study how to give Americans free ways to file their taxes that would replace both the Free File and Direct File programs.
IRS to lay off taxpayer experience, DEI staff
It is not clear what will happen next to projects being done by the Taxpayer Experience Office, like making IRS notices to taxpayers more simple.
Democrats confront SSA about disruptions to constituent SSI accounts
This is the first oversight effort of Senate Democrats’ new Social Security War Room.
CX lead at DHS announces departure from government
Dana Chisnell, the first DHS executive director for customer experience, said March 28 was her last day with the department and “my last official day working for the federal government.”
USPS plans to use AI to enhance customer service
USPS Vice President for Customer Experience Marc McCrery said the agency is looking to switch its call center platform to a cloud-based application this summer, which he said will be “the start of our AI journey.”
GSA preps code for shutdown of text service for government benefits
Though the agency did not confirm whether a Notify.gov shutdown was in the works, the agency’s Github repository shows code for an “end of life” banner for the service.
Legacy Systems Are Holding Back Government Service Delivery—Here’s How Agencies Can Move Forward
Modernization can save money.
Social Security shutters its civil rights and transformation offices
Among the people affected are those managing the agency’s website, a front door to services for Americans online.
