Customer Experience

VA Stands Up Private, Virtual Exam Rooms to Bring Telehealth to Rural Communities

The agency is collaborating with corporate partners to provide veterans with comfortable, private spaces to have video appointments with their VA providers, much closer to home.

GSA Wants Industry Insights on Offering Human-Centered Design Services

Responses to the new request for information will impact future procurement actions, the agency said.

Inside TurboTax’s 20-Year Fight to Stop Americans From Filing Their Taxes for Free

The success of TurboTax relies on whether the U.S. government makes tax filing simple and free for most citizens.

Report: IRS Should Have an Official In Charge of Customer Experience

The agency could also improve its website and share more feedback, analysts conclude in first-of-its-kind report.

A Plan to Reduce Bench Warrants—By Text Message

After success in one county, Minnesota is rolling out a statewide program that sends reminders to defendants about their court appearances.

6 Lessons from Government Customer Experience Professionals

Officials from the U.S. Patent and Trademark Office, Transportation Security Administration and Office of Federal Student Aid explained what’s worked in improving customer experience.

Air Force CXO: We Don’t Have to Delight the User

Colt Whittall, the Air Force’s first chief experience officer, talks with Nextgov about the new role and what it will take to provide a better user experience for airmen.

Federal CIO Council Turns Customer Experience Expectations On Itself

The relaunched CIO.gov is designed to help federal IT employees better engage with their community.

An Insider’s Take on How to Focus on Government's IT Strengths

From Healthcare.gov to 18F, Ed Mullen shares insights on how APIs and user experience could fundamentally change service delivery.

Featured eBooks

High Impact Agencies Release Customer Experience Action Plans

More than two dozen high impact service provider agencies shared their current and future investments.

USDA Wants Feedback from 2 Million Customers

Consider it the agency’s latest move in its efforts to put the farmer first.

How Congress Turns Citizens' Voices into Data Points

No matter why or how people contact their elected officials, they all want one basic thing: They want someone to listen.

GSA Seeks to Simplify Citizen Survey Work for High-Impact Agencies

GSA will usher certain agencies through Paperwork Reduction Act regulations to meet the administration's customer experience goals.

Inside Defense Digital Service’s User-Centered Approach

Designing with users—not for them—has been a key to the agency’s innovative success.

Census is Asking the Public to Help Fight Misinformation Ahead of 2020 

The bureau launched a website for dispelling common Census rumors and created a special email address where people can report misinformation and other malicious activities.

Veterans Affairs Launches Digital National Cemetery 

The new interactive website streamlines information about 3.7 million veterans interred across NCA’s 136 national cemeteries.