Customer Experience

There Is Too Much Stuff

The human brain can’t contend with the vastness of online shopping.

Uber Riders Can’t Stand All the Air Fresheners

Customers are reporting migraines. Drivers say they’re just trying to provide a pleasant ride.

HUD Is Hunting for Vendors for the Next Phase of the Centers of Excellence

The department plans to pursue six projects to improve its cloud adoption, customer experience, data analytics and customer contact centers.

VA To Codify Customer Experience As Part of Core Values

The need to consider ease, effectiveness and emotion in all decisions will become part of the department’s Code of Federal Regulations.

Senate Considers Bill to Modernize Constituent Services

The CASES Act is one of several customer experience-related bills Congress is considering.

It’s Time for a National Digital Strategy

And its focus should be to drive simplified citizen interactions across government.

6 Citizen-Focused Steps Census is Taking to Improve the 2020 Count

Officials hope improving the customer experience for citizens will boost the participation rate for the Census Bureau’s biggest undertaking.

The Citizen is Always Right

How to regain trust through a focus on customer experience.

How Improving Employee Experience Leads to Better Citizen Experience

Happier, more productive employees lead to better citizen services and customer experiences, officials said.

Senate Reintroduces Federal Agency Customer Experience Act

The bill, which cleared the Senate in 2017 and the House in 2018, again has House sponsors.

Moving from Random Acts of Digital to Real Transformation

Too often, government agencies and businesses alike pin their hopes on a single type of transformative technology.

Worst to First: Government Websites More Secure Than Ever

Website security and privacy improved across all sectors, according to a survey, but none made more improvements than government websites.

How Customer Experience is Disrupting Government Technology

Better service delivery is changing the way implementers and users view technology.

USDA Launches New Features on Farmers.gov

The site’s latest functions will enable America’s agriculture producers to better manage loans and the H-2A visa process.

To Provide the Best Customer Experience, Be Proactive

"Be where your customers are" and other helpful tips from customer experience professionals.