Customer Experience

COVID-19 Forces a New Approach to Public Health Communications

No one likes to wait for answers to questions regarding health issues, especially when there is a lot of uncertainty and conflicting information.

  • By Justin Herman

The Suite Life

Nextgov chats with federal executives about their role in agencies’ ever-growing C-suites. 

  • By Nextgov Staff

The Path to Improved Citizen Digital Experiences

Measuring digital efforts is critical to creating meaningful improvements for citizens.

  • By Bob Withers

GAO Launches Upgraded, Mobile-Friendly Website

Agency officials hope it’ll increase users’ access to the watchdog’s work.

  • By Brandi Vincent

The Census Already Started in Alaska. Native Translators Are Working to Prevent Undercount Repeat.

Across the country, tribal and non-English speaking communities are creating guidance and messages in a variety of languages to encourage Census 2020 participation.

  • By Andrea Noble

Reimagining Citizen Services in the Government in 2025

As citizens change, so will their expectations. 

  • By Martha Dorris

In 2020, Employees Are the New Constituent 

In order to deliver on their missions, government agencies must start prioritizing their employees’ experiences – and that starts with right technology.

  • By Brian Roach

GAO Calls Out IRS’ Taxpayer Experience Issues

The 2019 tax filing season was more problematic than usual for IRS.

  • By Frank Konkel

What Citizens Are Trying to Tell Us

Are we listening?

  • By Kathy Conrad

The Next Big Customer Experience From Jeff Bezos

His space company, Blue Origin, is on the verge of sending tourists just past the boundary of Earth.

  • By Marina Koren, The Atlantic

'Dark Patterns' Trick You into Spending More Online

There's a reason a website tells you how many other shoppers are looking at the same item you are.

  • By Robert Mitchum, Futurity

FCC Launches Plan to Make Suicide Hotline Accessible Through a 3-Digit Dial Code

988 could soon be the 911 for suicide prevention.

  • By Brandi Vincent

Improving Citizen Experience in Government Call Centers

It doesn't have to be a long wait.

  • By Patrick Cox

A State Agency Scraps Its Paper-Based Licensing System

In adopting a digital licensing system, officials at the Tennessee Alcoholic Beverage Commission say they moved away not just from stacks and stacks of paper, but also an old mindset.

  • By Andrea Noble

Featured eBooks

Artificial Intelligence in Action
Securing the Government Cloud
The Suite Life

Digital First

Federal agencies are ditching paper processes to better serve citizens—and each other. 

  • By Nextgov Staff

More Vets Are Taking Advantage of Digital Services Through New VA.gov

One year in, the relaunch of VA.gov seems to have resulted in more veterans access digital services.

  • By Aaron Boyd

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.

  • By Brandi Vincent

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.

  • By Brandi Vincent

FCC Wants Public Feedback on Plans to Fully Digitize Its Largest Licensing System

The agency filed approximately 5,000 applications manually last year.

  • By Brandi Vincent

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.

  • By Justin Elliott and Paul Kiel, ProPublica

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.

  • By Courtney Bublé