Customer Experience

DHS Launches 'Largest Customer Experience Hiring Initiative’ with Hundreds of Technologist Positions

The agency’s recruitment initiative comes in response to President Joe Biden’s 2021 executive order seeking to streamline the “government-to-customer delivery process.”

  • By Edward Graham

Channel of Choice: The End Goal for CX in Government

The federal government has to offer options that serve everyone while also improving customer experience.

  • By Evan Davis

Report: Federal Call Center Modernization Requires Strategy Sea Change

Call center and customer experience investments aren’t being made in the most efficient manner, according to research from Accenture Federal Services.

  • By Frank Konkel

Six Strategies for Transforming Citizen Service Delivery

President Biden wants to make it easier and more efficient to access critical government services. Here’s some ways to make that happen.

  • By William D. Eggers

Uncle Sam Isn't a Trustworthy Dude: So What is America To Do?

Americans’ trust in government is a quarter of what it was in the 1960s.

  • By Alan P. Balutis

Report: Government Customer Experience Scores Held Steady Despite Declines in Most Industries

Customer experience scores across nearly every other industry dropped.

  • By Frank Konkel

VA Enables Login.gov for Three Major Veteran Portals

Officials said the agency plans to add more services later this year, though Login.gov credentials won’t be mandatory until all veterans are transitioned.

  • By Aaron Boyd

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
Featured eBooks
The IT Modernization Mission
Read Now

Ransomware Threat

Read Now

What's Next For Government Cloud

Read Now

Federal Agencies Exploring Computing at the Edge

Read Now

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