Customer Experience

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

Rapid Prototyping to Improve Government Systems

Two former U.S. Digital Service staffers on their approach to iterative design and software development.

  • By Stephanie Nguyen and Sabrina Williams

How to Drive Federal IT Performance Using Customer Experience

Federal employees have a customer story too, and federal CIOs and IT need to listen to them.

  • By Matt Guarini
Passengers stand in line as they wait to pass through a TSA security checkpoint at JFK International Airport Friday, March 2, 2018. Passengers stand in line as they wait to pass through a TSA security checkpoint at JFK International Airport Friday, March 2, 2018.

DHS Has a Plan to Make You Stop Hating Airport Security

The agency is looking at ways to speed up passenger screening while improving security from "curb to gate."

  • By Jack Corrigan

U.S. Digital Service Will Teach You How to Buy the Latest Tech

Federal employees can learn best practices for digital procurement in a new certification program.

  • By Jack Corrigan

Let’s Flip the Script on Customer Experience

Customer experience is about more than customer satisfaction.

  • By RJ Krawiec
Rep. Ro Khanna, D-Calif. Rep. Ro Khanna, D-Calif.

Better Government Websites Build Trust with Citizens, Silicon Valley Lawmaker Says

Rep. Ro Khanna's customer-experience focused bill would require agencies to go all digital by 2020.

  • By Jack Corrigan

How Younger Workers Update Agency Tech and Vice Versa

It’s not millennial entitlement, said a top CIA technologist.

  • By Jack Corrigan
Rep. Ro Khanna, D-Calif Rep. Ro Khanna, D-Calif

Bill Would Set 2-Year Deadline for Agencies to Get Digital

The 21st Century IDEA would require agencies to have a digital option for all paper-based forms and in-person interactions.

  • By Aaron Boyd
Acting CFPB Director Mick Mulvaney Acting CFPB Director Mick Mulvaney

Mulvaney Targets Consumer Bureau's 'Yelp'-Like Complaint Portal

Acting director encourages bankers’ argument against posting unvetted criticism.

  • By Charles S. Clark

Citizens First

How the government plans to prioritize customer experience.

  • By Nextgov Staff

IRS Says Online Tax Systems Are Back In Business

Agency teams worked through the night to restore services, the acting administrator said.

  • By Aaron Boyd

Taxpayers Get Extra Day To File After IRS Online Tools Go Down

The IRS extended Tax Day to midnight April 18 after unidentified outages took down key online tools Tuesday.

  • By Aaron Boyd

How Form Automation is Democratizing Government Services

Technology can help make services accessible to vulnerable and disadvantaged citizens.

  • By Jonathon Ende

How the IRS Cut Tax Season Headaches by 19 percent

The agency's early outreach efforts appear to be paying off.

  • By Jack Corrigan

Here’s What Lies Ahead for the Citizen Service Landscape

Intelligent virtual assistants and artificial intelligence will transform the future of federal contact centers.

  • By Tom Romeo

Citizens Support Increased Data-Sharing and Technology Innovation to Enhance Security

The bottom line is they want their data protected.

  • By Ger Daly

Bill Would Create Federal Customer Service Standards

And once set, it would bake them into agency performance plans.

  • By Frank Konkel