Customer Experience

Digital Innovations Will Enhance CX in Government and Timing Couldn’t Be Better

But it’s important to remember that the citizen experience is about more than just the latest technology tools.

  • By MaryAnn Monroe

Telework Works and Other Workforce Lessons Census Learned During the Pandemic

The U.S. Census Bureau’s customer experience chief encouraged agencies to embrace small gains.

  • By Frank Konkel

OMB Restores Agency CX Guidance Eliminated Under Trump

The guidance had been eliminated by the Trump administration during the lame-duck session in late December.

  • By Frank Konkel

Survey: Pandemic Accelerating AI Adoption

Multiple drivers are pushing federal agencies and industry toward AI technologies.

  • By Frank Konkel

Biden Administration Issues New Guidance Instructing Agencies to Start Tracking Goals Again

White House reversed last-minute Trump policy to end the practice of developing and monitoring agency objectives.

  • By Eric Katz

Why Can't the IRS Just Send Americans a Refund – or a Bill?

At least 30 countries permit return-free filing, including Denmark, Sweden, Spain and the United Kingdom.

  • By Beverly Moran, The Conversation

Survey: Nearly 1 in 4 Consumers Distrust Government COVID Data

The survey also showed significant levels of distrust in some emerging technologies.

  • By Frank Konkel

Do You See Yourself in the Room?

This moment in time presents a unique opportunity for the government to embrace representative innovation.

  • By Susan Penfield

VA Launches New Platform to Send Veterans Personalized Notifications

Open-source software—developed abroad—supports a new tool that allows the agency to send confirmations and other details through email or text.

  • By Brandi Vincent

9 Government Tech Trends That Mattered in 2020

The federal government turned to technology during an unprecedented 2020 marked by the COVID-19 pandemic.

  • By Frank Konkel

TTS Aims to Help Rebuild the Public’s Trust of Government

The tech group's director said each time an individual interacts with the government is an opportunity.

  • By Frank Konkel

Reimagining the Future of Cloud: 4 Considerations for Federal Agencies 

Each agency cloud journey has unique cases to drive strategic change.

  • By Andrew Nebus

Why Too Many Government Modernization Efforts Fail

Technology “solutions” almost never address the organizational issues critical to success.

  • By Nina Kern

Census Bureau Opts for Small Business to Support Digital Communication Strategy

The bureau is planning a virtual industry day ahead of the release of a formal request for proposals.

  • By Aaron Boyd
Featured eBooks
Biometrics in Action
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The Future of Defense Networks

How to Use Analytics Data and Smart Experiments to Optimize Agency Services

Keep in mind that optimization is a never-ending process.

  • By Piotr Korzeniowski and Ben Rometsch

Agencies that Put People First Will Close the Equity Gap

In the coming months, federal agencies will be asked to look anew at whether and to what extent they are serving everyone.

  • By Elaine Beeman

IRS Appoints Chief Taxpayer Experience Officer

The IRS announced its first senior leadership position under the Taxpayer First Act.

  • By Frank Konkel

Former Federal CIO on the Tech Challenges the Biden Administration Faces

Vivek Kundra joins the GovExec Daily podcast to discuss the future of public sector cloud computing.

  • By Ross Gianfortune and Adam Butler

How the Biden Administration Can Restore Trust in Government

Governments can use technology to meet people where they are, serve people better in their real lives, and make successes visible to demonstrate the value of effective governing.

  • By Jeremy M. Goldberg

2020 Retrospective: Nowhere Left to Hide for Digital 'Have-Nots'

The events of this year brought the realities of digital transformation into sharp relief: Public sector agencies are divided into “haves” and “have-nots”—and the “have-nots” cannot put off digital transformation any longer. 

  • By Brian Roach

IT Panel Makes Recommendations for Social Security’s Tech Modernization

The recommendations come as the Social Security Administration embarks on a years-long IT modernization.

  • By Frank Konkel