Customer Experience
Report: Government Employee Experience is Hindering Government Performance
But public sector organizations can take some easy steps to improve employee experience.
Veterans’ Experiences With VA’s Health Care System Improve
The Veterans Affairs Department offered better experiences than community-based care except when it comes to access to care, according to a recent study.
110,000 Americans Died Waiting for Social Security Disability Benefits in Last Decade
Americans waited an average of more than two years for benefits decisions from the government during the past decade.
Technology Transformation Acting Director Talks Service’s Business Model and Future
Bob De Luca, the acting director of GSA’s Technology Transformation Service joins Nextgov to talk about how the program stays competitive, lessons from COVID-19 and what the next director needs to know.
OMB Makes Major Changes to Agency Guidance on Customer Experience
The Office of Management and Budget updated its Circular A-11 guidance for agencies this month, including an expanded definition of customer experience itself.
5 Ways the FITARA Scorecard May Evolve
Ten scorecards later, lawmakers and experts are looking for new ways to update the metrics on which agencies are graded.
SBA Spent $30M on Digital Service-Built App That Doesn't Work
The Small Business Administration’s Certify website—built by a team from the U.S. Digital Service—was doomed by poor oversight and failure to abide by federal IT policies, says inspector general.
USDA Unveils Fresh Round of Farmers.gov Updates
New features on the Farmers.gov portal include a dashboard to help farmers track H-2A related application decisions in real time.
The State of Customer Experience
Federal agencies had been working to improve service delivery—then the COVID-19 pandemic hit.
4 Million Americans Waited Over an Hour in Line at Social Security Field Offices in 2019
Two separate Social Security Administration inspector general audits provide a detailed picture of customer experience over the past decade at the agency.
How Government Can Deliver Business-Quality Services
Here are three actionable key steps that public sector technology leaders can take to catalyze digital transformation.
IRS Launches New Enterprise Digitalization Office
The co-led office merges and elevates existing projects focused on digitizing processes and getting away from paper-based case management.
Ditching Legacy Systems Will Require Adjusting Some Regulations, Experts Say
Federal investment in upgraded technology will help governments better take care of the American people, experts say, but that means rules must be updated to foster innovation
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