Customer Experience

The Census Already Started in Alaska. Native Translators Are Working to Prevent Undercount Repeat.

Across the country, tribal and non-English speaking communities are creating guidance and messages in a variety of languages to encourage Census 2020 participation.

In 2020, Employees Are the New Constituent 

In order to deliver on their missions, government agencies must start prioritizing their employees’ experiences – and that starts with right technology.

GAO Calls Out IRS’ Taxpayer Experience Issues

The 2019 tax filing season was more problematic than usual for IRS.

The Next Big Customer Experience From Jeff Bezos

His space company, Blue Origin, is on the verge of sending tourists just past the boundary of Earth.

'Dark Patterns' Trick You into Spending More Online

There's a reason a website tells you how many other shoppers are looking at the same item you are.

A State Agency Scraps Its Paper-Based Licensing System

In adopting a digital licensing system, officials at the Tennessee Alcoholic Beverage Commission say they moved away not just from stacks and stacks of paper, but also an old mindset.

Digital First

Federal agencies are ditching paper processes to better serve citizens—and each other. 

More Vets Are Taking Advantage of Digital Services Through New VA.gov

One year in, the relaunch of VA.gov seems to have resulted in more veterans access digital services.

VA Stands Up Private, Virtual Exam Rooms to Bring Telehealth to Rural Communities

The agency is collaborating with corporate partners to provide veterans with comfortable, private spaces to have video appointments with their VA providers, much closer to home.

GSA Wants Industry Insights on Offering Human-Centered Design Services

Responses to the new request for information will impact future procurement actions, the agency said.

Inside TurboTax’s 20-Year Fight to Stop Americans From Filing Their Taxes for Free

The success of TurboTax relies on whether the U.S. government makes tax filing simple and free for most citizens.

Report: IRS Should Have an Official In Charge of Customer Experience

The agency could also improve its website and share more feedback, analysts conclude in first-of-its-kind report.