Customer Experience

Federal CIO Says IDEA Act Guidance Coming This Summer

Clare Martorana discussed the challenge of building out specific steps to get government agency websites to adopt common standards.

  • By Natalie Alms

How Feds Think Data Can Buy Time for People Suffering a Financial Shock

Financial assistance programs need to respond quickly to be effective. The vast troves of government data offer opportunities to shave down that time.

  • By Aaron Boyd

The IRS Answered 2.4M More Taxpayer Phone Calls During 2023 Filing Season

Inflation Reduction Act funding paid dividends for the IRS during the 2023 tax filing season.

  • By Frank Konkel

Inter-Agency Effort Targets the Half of Veterans Who Never Engage With VA

The resource hub out of the departments of Defense and Veterans Affairs is part of a larger White House initiative to better respond to the life experiences of Americans.

  • By Aaron Boyd

Trust Will Be Key for US Notify—a Federal Text Message Service for State Benefits

The text service will be the first project to come out of the General Services Administration’s new Public Benefits Studio.

  • By Aaron Boyd

The Low-Tech Side of Biden’s Push to Improve the ‘Life Experiences’ with Government

Agencies are approaching the White House’s mandate with an eye for getting important information and access to as many people as possible.

  • By Aaron Boyd

House Democrats Bring Back Customer Experience Bill Targeting Student Loan, Passport Updates

A bill reintroduced Tuesday aims to codify parts of the White House’s 2021 executive order on making government services more user-friendly.

  • By Natalie Alms

USDA Aims to Build In-house Tech Talent, CX Expertise With New Digital Services Team

The department's own digital services team will be modeled after other “tour-of-duty” style models in government like the USDS. 

  • By Natalie Alms

National Park Service Considers a Digital Park Pass

Making a digital option for the American the Beautiful pass series that would live on mobile phone wallets is a goal of a new bill that would require digital passes in February.

  • By Natalie Alms

IRS Outlines Tech Modernization, CX Plans as Part of $80 Billion Overhaul

IRS Commissioner Danny Werfel told reporters on Thursday that technology will be key to achieving the agency’s intentions to transform customer service at the agency and shrink the tax gap.

  • By Natalie Alms

Report: These 9 Trends are Reshaping Government in 2023

Technology and improved digital service delivery factor into many trends identified in a March report.

  • By Frank Konkel

IRS Taxpayer Advocate Says Congress Shortchanged IT Modernization Efforts

Lawmakers didn’t allocate the $80 billion provided to the IRS in the right way, claims National Taxpayer Advocate Erin Collins, adding that IT modernization and taxpayer services aren’t getting the money they need.

  • By Natalie Alms

3 Customer Experience Tips for Feds from Feds

Two professional customer experience experts offered advice for other practitioners across the federal ranks this month.

  • By Frank Konkel

Biden’s Budget Proposal Keeps Focus on Improving Federal Customer Experience

The budget callout follows several important policy updates.

  • By Frank Konkel
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New Federal Service Delivery Model Favors People and Problems Over Bureaucracy

The White House envisions applications for services like food assistance, Medicaid and other benefits taking 20 minutes, with enrollment coming after just 24 hours.

  • By Natalie Alms

Report: 39% Federal Leaders Rate Accessibility as a Top Priority

Budget constraints and old technology add challenges to fully realizing digital accessibility.

  • By Kirsten Errick

White House Mulls Scaling up Login-dot-gov to Reach Every American

A draft of a long-awaited executive order covering digital identity includes a push to make government-owned Login-dot-gov an option for most federal benefits programs.

  • By Natalie Alms

Biden’s IRS Pick Says He Wants to Move Agency’s Systems into the 21st Century

Nominee for IRS commissioner Danny Werfel, a self-professed “government geek,” talked customer experience, cybersecurity and IT modernization with senators at a Wednesday hearing.

  • By Natalie Alms

Government’s Data Leaders Center Customer Experience in 2023 Goals

Several of the Chief Data Officers Council working groups are trying to improve customer experience for both Americans and agencies through their respective focus areas.

  • By Kirsten Errick

IRS Names Advisors on Possible Government-run Direct Filing System for Taxpayers

The IRS tapped New America to report on the feasibility of a free, public-facing IRS-hosted tax filing infrastructure for ordinary taxpayers.

  • By Natalie Alms

Bring on the Chatbots: How AI Can Assist Government Customer Service

Cyara's James Isaacs joins the podcast to discuss how technology can help give citizens a better customer experience.

  • By Ross Gianfortune and Adam Butler