Customer Experience

GAO Calls Out IRS’ Taxpayer Experience Issues

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

  • By Frank Konkel

What Citizens Are Trying to Tell Us

Are we listening?

  • By Kathy Conrad

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.

  • By Marina Koren, The Atlantic

'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.

  • By Robert Mitchum, Futurity

FCC Launches Plan to Make Suicide Hotline Accessible Through a 3-Digit Dial Code

988 could soon be the 911 for suicide prevention.

  • By Brandi Vincent

Improving Citizen Experience in Government Call Centers

It doesn't have to be a long wait.

  • By Patrick Cox

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.

  • By Andrea Noble

Digital First

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

  • By Nextgov Staff

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.

  • By Aaron Boyd

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.

  • By Brandi Vincent

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.

  • By Brandi Vincent

FCC Wants Public Feedback on Plans to Fully Digitize Its Largest Licensing System

The agency filed approximately 5,000 applications manually last year.

  • By Brandi Vincent

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.

  • By Justin Elliott and Paul Kiel, ProPublica

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.

  • By Courtney Bublé

Featured eBooks

Digital First
Cybersecurity & the Road Ahead
Emerging Technology Trends

A Plan to Reduce Bench Warrants—By Text Message

After success in one county, Minnesota is rolling out a statewide program that sends reminders to defendants about their court appearances.

  • By Kate Elizabeth Queram

6 Lessons from Government Customer Experience Professionals

Officials from the U.S. Patent and Trademark Office, Transportation Security Administration and Office of Federal Student Aid explained what’s worked in improving customer experience.

  • By Frank Konkel

Air Force CXO: We Don’t Have to Delight the User

Colt Whittall, the Air Force’s first chief experience officer, talks with Nextgov about the new role and what it will take to provide a better user experience for airmen.

  • By Aaron Boyd

Federal CIO Council Turns Customer Experience Expectations On Itself

The relaunched CIO.gov is designed to help federal IT employees better engage with their community.

  • By Aaron Boyd

An Insider’s Take on How to Focus on Government's IT Strengths

From Healthcare.gov to 18F, Ed Mullen shares insights on how APIs and user experience could fundamentally change service delivery.

  • By Aaron Boyd

High Impact Agencies Release Customer Experience Action Plans

More than two dozen high impact service provider agencies shared their current and future investments.

  • By Frank Konkel

USDA Wants Feedback from 2 Million Customers

Consider it the agency’s latest move in its efforts to put the farmer first.

  • By Brandi Vincent