Customer Experience
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.
5 things government agencies must consider for a holistic approach to next generation digital transformation
A new administration may merit new approaches to digital transformation.
‘Over half’ of federal websites got better in the past year, OMB official says
Metrics released by the Office of Management and Budget offer insight into how agencies are implementing the 21st Century IDEA Act.
IRS Direct File to open a week after Trump’s inauguration
Republicans on Capitol Hill have asked the incoming president to scrap the free tax filing service developed during the Biden administration.
Here are the tech bills the 118th Congress passed right before the new session
Some proposed tech legislation didn’t make it into law.
Government spending bill would also codify VA’s customer experience office
The continuing resolution to keep the government funded through March 14 would, in part, formalize a VA office that gathers feedback to improve veteran services.
SNAP theft reimbursements could end for many without congressional action by Friday
Senators are also urging the Agriculture Department to speed up its rulemaking around card security that could help prevent the problem.
SSA opens online application for core disability program
The online version of the form is limited to certain applicants.
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Republican lawmakers ask Trump to kill IRS Direct File
The new program intended to enable free, online tax filing directly with the government has garnered controversy and praise since its inception.
Education launches 2025-26 FAFSA following weeks of testing
The public release of the online form follows a delayed and glitchy version released last year.
Satisfaction with government hits record high just before a new Trump admin
The incoming Trump administration casts an uncertain light on the customer experience gains made in recent years.
Cutting red tape is key to financial inclusion, Treasury says
A new Department of Treasury strategy calls on those delivering government programs to make them easier to access.
Bipartisan Senate duo seeks to push IRS customer service forward
The tax agency is already working on some of the items in the bill — like improving online accounts.
CX bill passes Senate committee
The proposal is one of many that moved through House and Senate committees this week, including a transparency bill that brings additional congressional oversight to the General Services Administration.
SSA has a plan, but wants more funding to get it done
The 2024 agenda’s top priorities for the remainder of the year stem from over 5,000 recommendations from employees.
IRS program to assist poor taxpayers rarely picks up the phone
TIGTA investigators were unable to leave a message at 16 local Taxpayer Advocate Service offices because their voicemail boxes were full.
