Customer Experience

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

What Are You Looking At? Social Security Wants To Know

The agency is looking for eye-tracking technologies to improve the user experience on its websites.

  • By Aaron Boyd

Branding the Federal Customer Experience

If experience is everything, federal agencies need to to take a holistic view of how they're serving citizens.

  • By Greg Pellegrino

Congress Faces Government Funding That Runs Out Friday

Lawmakers have been working on an omnibus spending bill but it has yet to be introduced.

  • By Joseph Marks and Heather Kuldell

For 10 Years, I Read the Comments

Farewell to my stressful, dispiriting, but occasionally awesome life as an internet comment moderator.

  • By Alan Taylor, The Atlantic

The Unsung Heroes of Digital Government

Have you thanked a product manager lately?

  • By Dan Hon

GSA Wants Streamlined Offer Forms

Think four documents or fewer for Multiple Award Schedules offers.

  • By Aaron Boyd

Is Your Government System One Human Error Away From Crisis?

Design can be a liability.

  • By Josh DeLung

It Costs Taxpayers $41 Per Phone Call To IRS

The IRS wants to provide a better user experience to customers without breaking the bank.

  • By Frank Konkel

SEWP Boosts Customer Experience While Cutting Its Fee

The vast majority of customers seem to be happy with NASA’s IT acquisition vehicle but the quest for better customer experience never ends.

  • By Aaron Boyd

How to Spot the Angry Citizens in a Troll Storm

When mean tweets start pouring in, federal social media managers need to be able to tell the difference.

  • By Aaron Boyd
Visitors sit in a meadow at Yosemite National Park, Calif., below Yosemite Falls. Visitors sit in a meadow at Yosemite National Park, Calif., below Yosemite Falls.

Citizen Satisfaction With Government Reaches 11-Year High

Citizen satisfaction jumped 2.5 percent in 2017 with federal agencies, according to the American Customer Satisfaction Index.

  • By Frank Konkel

Citizens Aren’t the Only Ones Who Expect Good User Experiences

For some agencies, citizens are not their customers.

  • By Aaron Boyd