Customer Experience

Why Federal IT Leaders Set Aside $100M for Customer Experience

Creating a distinct pool of funding for customer experience improvement projects is part of a three-pronged strategy to show agencies the administration is serious about CX.

  • By Aaron Boyd

Experts Call for More Chief Customer Officers in Government

Witnesses told Senate lawmakers that customer experience practitioners need representation within key federal agencies.

  • By Frank Konkel

Federal CIO: The Tech is 'The Easy Part' of Improving CX

Blockers to implementing service improvements frequently center around policy and process requirements, top tech officials said at the Code for America Summit on Tuesday.

  • By Natalie Alms

White House Looks to Focus Service Delivery Around 'Life Events'

The Biden administration is fleshing out a plan to organize government services around the needs of Americans and not around agency org charts.

  • By Natalie Alms

IRS’ ‘Where’s My Return’ Tools Needs Updates Amid Lack Of Agency Plans, Watchdog Says

The Government Accountability Office regards modernizing taxpayer digital resources as a high priority item despite a reported lack of funding.

  • By Alexandra Kelley

Biden’s Management Agenda Update Adds Metrics to Workforce Goals

The White House’s first update to the president’s management agenda, first released last November, lines up tasks for agencies and attaches individual officials to goals.

  • By Erich Wagner

Officials Work to Create a More Empathetic Government

Recent customer experience policy changes are ushering in more human-centered agency practices.

  • By Frank Konkel

IRS announces new office focusing on taxpayer experience

One of several lines of effort at the IRS to improve customer experience is digital services, which will include efforts ranging from digital signatures to expanded online payment options.

  • By Natalie Alms

How Improving Customer Experience Can Help the Employee Experience

Federal employees can better help the people they serve—and see the full impact of that help—when customer experience is prioritized.

  • By Lee Becker

USDA, Justice Launch Website To Report Anticompetitive Behavior in Agriculture

The new portal will allow farmers and ranchers to report unfair behavior from other producers in the industry. 

  • By Alexandra Kelley

Citizen Satisfaction With Federal Government Services Hits All-time Low

The American Customer Satisfaction Index 2021 Federal Government Report showed citizen satisfaction in government services in a freefall over the last four years, with declines across all driving indicators of satisfaction.

  • By Chris Riotta

Agency Digital Modernization Efforts Hinge on Data, Customer Experience Efforts

A group of leading federal technologists explained themes of data-driven decision making combined with sub-agency feedback in digital transformation efforts.

  • By Alexandra Kelley

Biden's CX order puts new momentum behind longtime efforts, leaders say

Officials at an ACT-IAC event explained how a recent White House executive order on customer experience is helping to unify disparate CX efforts across government.

  • By Natalie Alms

Report Outlines How Government Contact Centers of Tomorrow Should Operate

Contact centers engage tens of millions of Americans each year.

  • By Frank Konkel
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How the AI-Enabled Worker Will Deliver Better Government in 2022

AI needs people to maximize its potential.

  • By Mike Daniels

Making the Customer Service Executive Order Really Work

Among the keys: making permanent the flexibility to pursue innovation through technology and multi-sector partnerships.

  • By Stan Soloway

The ‘Mayor of SAMgov’ Leaves Government After 15 Years of Public Service

Judith Zawatsky talks to Nextgov about her time at the General Services Administration and how building government services has changed over the years.

  • By Aaron Boyd

3 Ways for Government to Sustain Momentum in Digital Transformation

The past two years spurred incomparable change for federal workforces and citizen services.

  • By Jonathan Alboum

Biden Administration Made Major Customer Experience Moves in 2021

Major policy changes regarding how federal agencies serve citizens took pace over the past year.

  • By Frank Konkel

Tech Advocacy Groups Request More IDEA Act Guidance From OMB

This is the second letter the Office of Management and Budget received in 2021 asking for improved guidelines for government organizations to update web services.

  • By Alexandra Kelley

Can Biden Deliver Better ‘Customer Experience’ for Americans Than His Predecessors?

He is now the fifth president since Bill Clinton to announce a new customer focus for federal services.

  • By John Kamensky