Customer Experience

To Provide the Best Customer Experience, Be Proactive

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

Commercial CX Trends for Federal Agencies to Consider Today

Here are the top digital customer service trends used by leading commercial brands that hold promise for government leaders in 2019.

2019 Will Be The Year For Building Trust in Government IT, Says Federal CIO

As more services are automated, agencies must keep the public’s trust by being transparent about the algorithms and data being used.

Online Health Applications Increased 50 Percent After VA.gov Relaunch

The newly redesigned homepage makes it easier for vets to use self-service tools, which will save the government money, according to the agency’s digital services chief.

The Coming Digitization of the Regulatory Environment

Here's what the U.S. can learn about digitizing regulations from two of the largest economies.

The Federal Tech Bills that Moved as Funding Legislation Stalled

New laws call on Homeland Security to consolidate its data and force agencies to improve their websites.

Congress Votes For Better Government Websites, Digital Services

The Senate passed the 21st Century IDEA Act, giving agencies one year to improve citizens’ digital experiences.

As Shutdown Looms, House Votes to Empower Federal CIO, Improve Agency Services

And lawmakers have some questions about Amazon’s facial recognition software.

House Passes Bill to Improve Government’s Digital Services

The IDEA Act would require agencies to upgrade their websites to meet basic security and usability standards, but lawmakers did make some changes.

To Improve Customer Experience, Start With Morale, Not Technology, Feds Say

Cultural factors, such as empowerment of staff, given greater weight than upgraded IT and bigger budgets.