Customer Experience

How CX Leads to Higher ROIs in the Federal Market

Don’t modernize for modernization’s sake.

  • By Zachary Trojak

Online Health Applications Increased 50 Percent After VA.gov Relaunch

The newly redesigned homepage makes it easier for vets to use self-service tools, which will save the government money, according to the agency’s digital services chief.

  • By Jack Corrigan

Customer Satisfaction Drops Across Federal Government

And that was from before the partial shutdown.

  • By Frank Konkel

The Coming Digitization of the Regulatory Environment

Here's what the U.S. can learn about digitizing regulations from two of the largest economies.

  • By Mark Forman

The Federal Tech Bills that Moved as Funding Legislation Stalled

New laws call on Homeland Security to consolidate its data and force agencies to improve their websites.

  • By Jack Corrigan

VA Overpaid $4.5 Million in Benefits Because It Didn't Read Emails, Watchdog Says

The problem wasn’t IT infrastructure, but rather a lack thereof.

  • By Jack Corrigan

Congress Votes For Better Government Websites, Digital Services

The Senate passed the 21st Century IDEA Act, giving agencies one year to improve citizens’ digital experiences.

  • By Aaron Boyd

As Shutdown Looms, House Votes to Empower Federal CIO, Improve Agency Services

And lawmakers have some questions about Amazon’s facial recognition software.

  • By Jack Corrigan

House Passes Bill to Improve Government’s Digital Services

The IDEA Act would require agencies to upgrade their websites to meet basic security and usability standards, but lawmakers did make some changes.

  • By Jack Corrigan

To Improve Customer Experience, Start With Morale, Not Technology, Feds Say

Cultural factors, such as empowerment of staff, given greater weight than upgraded IT and bigger budgets.

  • By Tom Shoop

IRS Spent Millions to Set Up Virtual Assistance Centers That No One Is Using

Of the millions of taxpayers looking for help last year, only 2,700 used the Virtual Service Delivery stations.

  • By Aaron Boyd

Postal Service's Informed Delivery Feature Could Be Helping Fraudsters

A new way to steal credit cards.

  • By Caitlin Fairchild

Draft Federal Data Strategy Too ‘Unwieldy’ to Implement, Stakeholders Say

Stakeholders who use, generate and rely on federal data got a chance to speak directly to fellows working on the strategy set for release next year.

  • By Aaron Boyd

After Listening to Veterans, VA Put All Its Services on One Website

In the future, officials hope to eliminate most—if not all—of the paperwork and other bureaucratic barriers that prevent veterans from accessing the benefits they’ve earned.

  • By Aaron Boyd

Three Agencies Tap Technology Modernization Fund in Second Round

After the second round of projects, about $31.5 million is left in the TMF coffers.

  • By Jack Corrigan

The U.S. Postal Service Will Email You Photos of Your Mail Before It’s Delivered

The service does have limitations, however.

  • By Ephrat Livni, Quartz

Boring Details Make Effective Legislation

In a perfect world, you’d see the addition of mandates come with some much-needed subtraction as well.

  • By Jennifer Pahlka

GSA Releases Customer Experience Playbook

The government released a go-to guide for customer experience practitioners.

  • By Frank Konkel

DHS Funds Airport Navigation App that Guides You from Check-in to Gate

It also allows federal agencies to send messages to passengers in real time.

  • By Jack Corrigan

DHS Digital Service is Taking Paper Out of the Immigration Process

The Digital Service works side by side with agency employees to tackle some of their most backlogged processes.

  • By Jack Corrigan