Customer Experience

Survey: Citizens Favor a More Digital Government

Most of the citizens polled thought digital services are as important or more important than traditional service delivery.

  • By Frank Konkel

GSA Introducing Options to Help Automate Agency Contact Centers

A new special item number for Automated Contact Center Services is being added with the IT Schedule 70 refresh.

  • By Aaron Boyd

Here’s What Feds Can Learn About CX from Local Government

First, they don't have to start from scratch.

  • By Rosetta Lue and MaryAnn Monroe
Zion National Park, near Springdale, Utah. Zion National Park, near Springdale, Utah.

How Mobile Data Could Help Manage the National Parks

The data could be used to create better park experiences despite overcrowding.

  • By Jack Corrigan

Key Areas Governments Can Benefit from Social Media

Real-time communications with citizens are just one of the advantages of a social media plan.

  • By Ben Cathers

How to Improve Federal Networks for a Better End-User Experience

Agencies can modernize as they optimize.

  • By Terry Bailey

Next Agency to Host GSA Centers of Excellence Will Be Announced by October, Departing TTS Director Says

Outgoing Technology Transformation Service Director Joanne Collins Smee shares the strengths of her organization, what’s next for Agriculture’s Centers of Excellence and when the effort will jump to a new agency.

  • By Aaron Boyd

The Government’s Paperwork Problem is Undermining Public Trust

An audit suggests agencies are doing a poor job of assessing the burden their information requests place on the public.

  • By Frank Konkel

Improve Your Agency's Customer Experience in 8 Steps

ACT-IAC unveiled a playbook for overhauling citizen-facing services.

  • By Jack Corrigan

VA is Rethinking Its Entire Online Presence

The Veterans Affairs Department wants to know what it would take to create a one-stop online shop for veteran services.

  • By Jack Corrigan

The Federal Government’s Next Moonshot: Getting Everyday Digital Moments Right

Federal agencies have the opportunity to be a dependable force for good.

  • By Kris Tremaine
Rep. Will Hurd, R-Texas Rep. Will Hurd, R-Texas

Critical Update: Rep. Will Hurd Explains Why Everyone Should Care About Government Tech

For episode 5, Nextgov goes to Capitol Hill to talk with one of the most persistent voices on federal IT management and reform.

  • By Aaron Boyd

White House Lays Groundwork for Improving Government Customer Experience

The Office of Management and Budget’s new Circular A-11 provides guidance to federal agencies in establishing customer experience frameworks.

  • By Frank Konkel

Modernization Nation

This Nextgov ebook looks at updating the federal government’s technology and operations.

  • By Nextgov Staff

Improving Customer Experience Doesn't Always Mean More Money and Tech

But it can help.

  • By Aaron Boyd

Selecting the Right Tools for Successful Digital Transformation

The biggest challenge is determining how to invest funds wisely.

  • By Terri Jones
A customs agent, left, adjusts a face recognition camera as he screens a family after their recent international flight arrival at Orlando International Airport, Thursday, June 21, 2018. A customs agent, left, adjusts a face recognition camera as he screens a family after their recent international flight arrival at Orlando International Airport, Thursday, June 21, 2018.

U.S. Customs Expects Face Scanning to Speed Up Security at Florida Airport

Using Homeland Security’s biometric program, one airport is increasing security while shortening lines.

  • By Aaron Boyd

Commerce, Interior, Energy Top New Government Customer Experience Rankings

A new report rates how federal agencies provide customer experience.

  • By Frank Konkel

How the VA is Personalizing Veteran Services With a Single Website

The VA Digital Service thinks veterans shouldn’t have to know the agency’s bureaucracy to find the benefits they’re looking for.

  • By Jack Corrigan

Report: Citizens Have Better Experience With Airlines, Insurers Than Federal Agencies

Agencies aren’t getting any better at customer experience despite the focus, a survey found.

  • By Aaron Boyd