Customer Experience

Federal Agencies Rank Dead Last in Forrester Customer Experience Index

Once again, only the National Park Service scored on par with the industry average.

  • By Frank Konkel

GSA Is Putting Up $20K For Its First Multicity Hackathon

Over six hours, teams from across the country will work on improving the design, functionality and processes of four critical applications.

  • By Aaron Boyd

Digital Trends That Could Send Your Project Back to the Drawing Board

Are you ready to deliver services to customers who want to unplug from their digital lives?

  • By Heather Kuldell

Inside USDA's Farmer-First Approach to Digital Transformation

The department is mixing technology with human-centered design to produce a better experience for its customers.

  • By Brandi Vincent

How the Veterans Affairs Department is ‘Hardwiring’ Customer Service into Everything

VA is on a mission to improve the veteran experience across every service it provides.

  • By Frank Konkel

There Is Too Much Stuff

The human brain can’t contend with the vastness of online shopping.

  • By Amanda Mull

Uber Riders Can’t Stand All the Air Fresheners

Customers are reporting migraines. Drivers say they’re just trying to provide a pleasant ride.

  • By Taylor Lorenz

HUD Is Hunting for Vendors for the Next Phase of the Centers of Excellence

The department plans to pursue six projects to improve its cloud adoption, customer experience, data analytics and customer contact centers.

  • By Jack Corrigan

VA To Codify Customer Experience As Part of Core Values

The need to consider ease, effectiveness and emotion in all decisions will become part of the department’s Code of Federal Regulations.

  • By Aaron Boyd

Senate Considers Bill to Modernize Constituent Services

The CASES Act is one of several customer experience-related bills Congress is considering.

  • By Frank Konkel

Strong Narratives Can Drive Digital Transformation

Sometimes all it takes is a good story.

  • By Brandi Vincent

It’s Time for a National Digital Strategy

And its focus should be to drive simplified citizen interactions across government.

  • By Jonathan Alboum

6 Citizen-Focused Steps Census is Taking to Improve the 2020 Count

Officials hope improving the customer experience for citizens will boost the participation rate for the Census Bureau’s biggest undertaking.

  • By Frank Konkel

The Citizen is Always Right

How to regain trust through a focus on customer experience.

  • By Todd Schroeder

How Improving Employee Experience Leads to Better Citizen Experience

Happier, more productive employees lead to better citizen services and customer experiences, officials said.

  • By Aaron Boyd

Senate Reintroduces Federal Agency Customer Experience Act

The bill, which cleared the Senate in 2017 and the House in 2018, again has House sponsors.

  • By Frank Konkel

Moving from Random Acts of Digital to Real Transformation

Too often, government agencies and businesses alike pin their hopes on a single type of transformative technology.

  • By Scott Buchholz and Kavitha Prabhakar

Worst to First: Government Websites More Secure Than Ever

Website security and privacy improved across all sectors, according to a survey, but none made more improvements than government websites.

  • By Brandi Vincent

How Customer Experience is Disrupting Government Technology

Better service delivery is changing the way implementers and users view technology.

  • By Frank Konkel

USDA Launches New Features on Farmers.gov

The site’s latest functions will enable America’s agriculture producers to better manage loans and the H-2A visa process.

  • By Brandi Vincent

To Provide the Best Customer Experience, Be Proactive

"Be where your customers are" and other helpful tips from customer experience professionals.

  • By Frank Konkel