Customer Experience

How the Veterans Affairs Department Went Digital During the Pandemic

Senior officials shared details and numbers on the department’s COVID-19-specific deployments.

  • By Brandi Vincent

Federal CIO: Diversity, Accessibility Are Key to Improving Customer Experience

A diverse workforce and focus on accessibility will be central to administration’s efforts to improve customer experience.

  • By Aaron Boyd

White House Makes Major Updates to Customer Experience Guidance

Equity, a Biden administration priority, has been included in the government’s expanded definition of customer experience.

  • By Frank Konkel

Customer Experience Legislation Clears Senate Committee

The legislation would make significant changes to how federal agencies engage the public.

  • By Frank Konkel

Report: Agencies Failing to Comply With IDEA Act

Federal agencies are not going digital as quickly as they should be, according to a report.

  • By Frank Konkel

Building Resiliency into the Future of the Federal Government

Creating a digital workplace that enables government users to work virtually from anywhere with the productivity, personalization and security they need is vital to digital resiliency.

  • By Cameron Chehreh

Two Keys to Delivering Exceptional Citizen Experiences

The infrastructures many government agencies had in 2019 weren’t built to handle the amount of traffic organizations experienced during the pandemic.

  • By Brandon Shopp

State Wants Better Bots and Processes For Its Help Desk

The Consolidated Customer Support office already manages eight bots, but an ongoing project requires more user-centric automation.

  • By Aaron Boyd

What Are Dark Patterns? An Online Media Expert Explains

It’s not you; many e-commerce websites are difficult to use by design.

  • By Jasmine McNealy, The Conversation

Social Security 'Overwhelmed' by Mail, Infuriating Customers Seeking Documents

With most employees teleworking during the pandemic, the watchdog faulted the agency for not having a system to track and return customers’ identification documents.

  • By Erich Wagner

Federal Push for Omnichannel Experiences to Deliver Modern Public Service

An omnichannel experience is more than plugging texts, email or video communications into a program.

  • By Justin Herman

Survey: Government’s Digital Channels Aren’t Meeting Needs

Governments worldwide have a digital service delivery problem, according to an international survey.

  • By Frank Konkel

Survey: Improving Customer Experience Prioritized by 3 in 4 Government IT Leaders

And more than 60% heavily value internal employee experience.

  • By Frank Konkel

What Agencies Need to Consider When Collecting Data

It can actually be extremely complicated.

  • By Charlie Meyer
Featured eBooks
The State of the Federal Cloud
Tech Policy Trends
Addressing the Tech Talent Gap

Reimagining Access to Services with Government-to-Citizen Identity

With the traditional perimeter gone, identity management is the new boundary.

  • By Dean Scontras

Overcrowded U.S. National Parks Need a Reservation System

Limiting visitors has two purposes: reducing COVID-19 risks and allowing some parks to recover from recent wildfires.

  • By Michael Childers, The Conversation

Report: Nearly Half of Popular Federal Websites Fail Accessibility Tests

The report follows legislation and policy efforts undertaken by the government to improve accessibility efforts.

  • By Frank Konkel

Bipartisan Bill Would Elevate Federal Customer Experience

The legislation would also create a chief customer experience officer for the federal government.

  • By Frank Konkel

Federal Agency Customer Experience Act Reintroduced in Senate

This is the third time a variation of the bill has been introduced.

  • By Frank Konkel

Survey: 1 in 3 Experience Slow Service Engaging With Government

Despite progress, a recent survey indicates agencies still have room to improve service delivery.

  • By Frank Konkel

Feds Offer Tips for Standing Up Customer Experience Offices

The first step is listening to stakeholders.

  • By Frank Konkel