Customer Experience

Biden's CX order puts new momentum behind longtime efforts, leaders say

Officials at an ACT-IAC event explained how a recent White House executive order on customer experience is helping to unify disparate CX efforts across government.

  • By Natalie Alms

Report Outlines How Government Contact Centers of Tomorrow Should Operate

Contact centers engage tens of millions of Americans each year.

  • By Frank Konkel

How the AI-Enabled Worker Will Deliver Better Government in 2022

AI needs people to maximize its potential.

  • By Mike Daniels

Making the Customer Service Executive Order Really Work

Among the keys: making permanent the flexibility to pursue innovation through technology and multi-sector partnerships.

  • By Stan Soloway

The ‘Mayor of SAMgov’ Leaves Government After 15 Years of Public Service

Judith Zawatsky talks to Nextgov about her time at the General Services Administration and how building government services has changed over the years.

  • By Aaron Boyd

3 Ways for Government to Sustain Momentum in Digital Transformation

The past two years spurred incomparable change for federal workforces and citizen services.

  • By Jonathan Alboum

Biden Administration Made Major Customer Experience Moves in 2021

Major policy changes regarding how federal agencies serve citizens took pace over the past year.

  • By Frank Konkel

Tech Advocacy Groups Request More IDEA Act Guidance From OMB

This is the second letter the Office of Management and Budget received in 2021 asking for improved guidelines for government organizations to update web services.

  • By Alexandra Kelley

Can Biden Deliver Better ‘Customer Experience’ for Americans Than His Predecessors?

He is now the fifth president since Bill Clinton to announce a new customer focus for federal services.

  • By John Kamensky

Federal Agencies Achieve Highest Customer Experience Scores Yet

Customer experience scores varied significantly across demographic groups.

  • By Frank Konkel

Biden Orders Agencies to Take Steps to Improve Government Customer Service

The people-first approach tackles everything from federal benefits to passport services to disaster recovery. 

  • By Courtney Bublé

Social Security Enjoys Broad Customer Satisfaction As It Overhauls Telephone System

The Social Security Administration has been angling to streamline and automate its call center for quicker customer service.

  • By Alexandra Kelley

Building Out Digital Services Requires Balance and Customer Trust, Officials Say

Listening to users goes a long way toward building trust.

  • By Patience Wait

Critical Update: Federal CIO Explains the Tech Side of President’s Management Agenda

Clare Martorana joined the podcast to talk about improving customer experience and the underlying technology that makes good services better.

  • By Aaron Boyd
Featured eBooks
The State of the Federal Cloud
Read Now

Addressing the Tech Talent Gap

Read Now

Health Technology in Action

Read Now

Tech Policy Trends

Read Now

Technology Modernization Fund Board Offers Insights on Latest Wave of Proposals

TMF is key to modernizing government operations in line with citizen expectations, according to Deputy Federal Chief Information Officer Maria Roat.

  • By Patience Wait

Biden’s Management Agenda Highlights Need for High-Tech Federal Workforce

To deliver better citizen services, the government will need a skilled workforce and the technology to support it, management officials said.

  • By Aaron Boyd

GSA Names 14 Projects Supported by $150M from COVID Stimulus

The $1.9 trillion American Rescue Plan enacted at the start of the Biden administration included $150 million to support digital services improvements.

  • By Aaron Boyd

Emerging Trends in Customer Experience

Nextgov highlights the latest in digital service delivery in the federal government.

  • By Nextgov Staff

IRS Should Prioritize Auditing and Customer Service Modernization, Former Officials Say

Machine learning could be used to better serve taxpayers and help close the tax gap, they said.

  • By Alexandra Kelley

Intentionally Creating a Culture that Prioritizes Customer Experience

Culture begins to shift when new behaviors are established that generate meaningful results, and wins are loudly, publicly celebrated.

  • By Martha Kesler and Catherine Paul-Chowdhury

IRS’ New Digital Case Management System Failed to Meet Early Expectations

The first releases did not include functionality end-users were expecting and failed to meet Section 508 accessibility standards.

  • By Aaron Boyd