Customer Experience

IRS Spent Millions to Set Up Virtual Assistance Centers That No One Is Using

Of the millions of taxpayers looking for help last year, only 2,700 used the Virtual Service Delivery stations.

Draft Federal Data Strategy Too ‘Unwieldy’ to Implement, Stakeholders Say

Stakeholders who use, generate and rely on federal data got a chance to speak directly to fellows working on the strategy set for release next year.

After Listening to Veterans, VA Put All Its Services on One Website

In the future, officials hope to eliminate most—if not all—of the paperwork and other bureaucratic barriers that prevent veterans from accessing the benefits they’ve earned.

Three Agencies Tap Technology Modernization Fund in Second Round

After the second round of projects, about $31.5 million is left in the TMF coffers.

Boring Details Make Effective Legislation

In a perfect world, you’d see the addition of mandates come with some much-needed subtraction as well.

GSA Releases Customer Experience Playbook

The government released a go-to guide for customer experience practitioners.

DHS Funds Airport Navigation App that Guides You from Check-in to Gate

It also allows federal agencies to send messages to passengers in real time.

DHS Digital Service is Taking Paper Out of the Immigration Process

The Digital Service works side by side with agency employees to tackle some of their most backlogged processes.

VA’s National Cemetery Administration Continues High Customer Satisfaction Scores

The federal agency with the highest customer satisfaction scores continues its high performance, according to new internal survey data.

12 Companies Tapped For Phase II of Agriculture’s Centers of Excellence Journey

The real work begins as a dozen companies sign on to implement the modernization strategies developed in the first phase of the program.

GSA Picks Second Agency to Get Centers of Excellence Support

The next agency will focus on IT and modernization for business processes and accounting.

Survey: Citizens Favor a More Digital Government

Most of the citizens polled thought digital services are as important or more important than traditional service delivery.

GSA Introducing Options to Help Automate Agency Contact Centers

A new special item number for Automated Contact Center Services is being added with the IT Schedule 70 refresh.