Customer Experience

The Federal Tech Bills that Moved as Funding Legislation Stalled

New laws call on Homeland Security to consolidate its data and force agencies to improve their websites.

Congress Votes For Better Government Websites, Digital Services

The Senate passed the 21st Century IDEA Act, giving agencies one year to improve citizens’ digital experiences.

As Shutdown Looms, House Votes to Empower Federal CIO, Improve Agency Services

And lawmakers have some questions about Amazon’s facial recognition software.

House Passes Bill to Improve Government’s Digital Services

The IDEA Act would require agencies to upgrade their websites to meet basic security and usability standards, but lawmakers did make some changes.

To Improve Customer Experience, Start With Morale, Not Technology, Feds Say

Cultural factors, such as empowerment of staff, given greater weight than upgraded IT and bigger budgets.

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.