Customer Experience

VA is Working to Add New Features to its Health and Benefits App

The VA’s mobile phone app, which surpassed one million downloads last year, is rolling out new prescription refill and travel reimbursement services for veterans in the coming months.

  • By Edward Graham

2023: The Year of Modern Government

COMMENTARY | Governments will need to embrace a people-first approach in their modernization journeys.

  • By Lorna Stark

Changing Government Engagement in 2023

Four trends are showing improvements in the daily work of government employees.

  • By Lynn Martin

TMF Announces 2 New Customer Experience Investments

The investments total $14.6 million to improve digital services at two agencies.

  • By Kirsten Errick

DHS Celebrates Digitization, Streamlining Efforts to Improve Customer Experience

The Homeland Security Department’s list of CX improvements comes in response to the one-year anniversary of President Biden’s December 2021 executive order focused on streamlining public-facing services.

  • By Edward Graham

For Federal Customer Service to Work, Congress, the White House and Agencies Need 'Fundamental' Change, Report Says

A new report from the Partnership for Public Service and Accenture Federal Services outlines the systemic barriers to customer experience, and the collaboration between Congress and the executive branch needed to address them.

  • By Natalie Alms

Report: Governments Behind Private Sector in Customer, Employee Experience

Governments have improved their digital transformation efforts, but much work remains.

  • By Kirsten Errick

White House, Agencies Still Sorting Out Who Will Pay for Cross-agency Service Delivery Work

OMB’s customer experience lead said Tuesday that more specifics for life experience projects will be made public in coming weeks.

  • By Natalie Alms

5 Tips from Practitioners to Improve Government Customer Experience

Good customer experience doesn’t happen by accident.

  • By Frank Konkel

Critical Update: Leveraging Data to Achieve Mission

Data usability—including training and knowledge management—has proven “essential” to help the NSF achieve its mission goals.

  • By Kirsten Errick

A Vision for Digital Transformation at VA

Solution-focused engineering and collaboration can address many of the key challenges VA is facing and facilitate practical solutions.

  • By Kurt DelBene

Two Democrats Have Spelled Out Exactly How They Want Agencies to Improve Services

A pair of House lawmakers wants agencies to allow Americans to spend less time on the phone and filling out paperwork when dealing with government.

  • By Eric Katz

4 Steps to Create a Citizen-Centric Government with Trusted Data

Public expectations have put pressure on agencies to deliver experiences that are equal to or better than those offered by the private sector.

  • By Brad Steer

Most Government Orgs Fail to Meet Digital Transformation Objectives, Report Finds

The report argued that governments should center digital efforts on workforce skills and enhancing citizens’ experiences. 

  • By Kirsten Errick
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More Than Half of People are Frustrated by Digital Government Services, Survey Finds

The report found that 46% of respondents would be more likely to use digital technology to access government services if the technology was easier to use.

  • By Kirsten Errick

Report: Empathetic Tech Can Improve the Government Contact Center Experience

A little empathy goes a long way.

  • By Frank Konkel

National Archives Plans CX Research

The National Archives and Records Administration says that a new research agenda will help it understand what people who use the archives need, want and expect – and how the agency can meet those demands.

  • By Natalie Alms

DHS Launches 'Largest Customer Experience Hiring Initiative’ with Hundreds of Technologist Positions

The agency’s recruitment initiative comes in response to President Joe Biden’s 2021 executive order seeking to streamline the “government-to-customer delivery process.”

  • By Edward Graham

Channel of Choice: The End Goal for CX in Government

The federal government has to offer options that serve everyone while also improving customer experience.

  • By Evan Davis

Report: Federal Call Center Modernization Requires Strategy Sea Change

Call center and customer experience investments aren’t being made in the most efficient manner, according to research from Accenture Federal Services.

  • By Frank Konkel

Six Strategies for Transforming Citizen Service Delivery

President Biden wants to make it easier and more efficient to access critical government services. Here’s some ways to make that happen.

  • By William D. Eggers