Customer Experience
House votes to make IRS publish call metrics online
The bill would require the tax agency to release detailed, real time and monthly call metrics. The House also passed a technology proposal meant to move the IRS off paper.
Senate Democrats push Social Security on employee reassignments to phone line
The agency is directing employees who normally process benefits to answer phone lines instead.
Much of the government’s technology isn’t accessible, internal report finds
Just over a third of the government’s most-viewed websites met legal requirements that they be accessible for people with disabilities.
Accessing Social Security disability benefits became harder in 2025, researchers find
Changes like the push to online servicing and introduction of AI on SSA phone lines made it difficult for certain recipients to access the agency.
VA’s National Cemetery Administration earns top customer satisfaction scores
For the eighth year in a row, the small agency earned the highest rankings in the American Customer Satisfaction Index.
Federal CIO says he’s zeroed in on government service delivery
That effort has new accountability levers and top-down support that can be helpful in driving change, CX leaders from the Office of Management and Budget said Friday.
Lawmakers seek details behind SSA plan to slash office visits
Nextgov/FCW first reported the agency’s intention to reduce field office visits last week.
Trump signs law requiring the IRS to clean up adjustment notices
Lawmakers hope that clearer notices when the IRS makes simple math or clerical fixes on tax returns should cut down on headaches for taxpayers.
Satisfaction with government services rises, despite recent layoffs and turmoil
The Trump administration has touted some service delivery projects and launched a design initiative, but it has also fired and pushed out thousands of civil servants.
IRS returns to relying on tax prep companies for free filing options without Direct File
A new report from the tax agency that was requested by congressional Republicans said that dropping Direct File “is in the best interests of American taxpayers and the IRS.”
Airbnb co-founder and DOGE associate to head new federal design office
Joe Gebbia has been working on modernizing retirement processes at the Office of Personnel Management as part of his work with the Department of Government Efficiency.
Trump signs order calling for improved government design
The new “America by Design” effort includes a recruiting push for relevant talent — though the administration has shed many government designers since Trump took office.
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Veterans Experience Office codified under new law
The office was created in 2015 to gather feedback from veterans and their families that would help VA improve its services, although it was never formally established within the department.
SSA said it removed strict ID requirements on its phone line, but internal policy says otherwise
The agency said in a recent regulatory filing that the identification pin had been made optional for those wishing to change direct deposit information over the phone. Internal policy says they’re still required.
SSA to make planned ID checks for additional phone transactions ‘entirely optional’
In regulatory filings made earlier this month, SSA had estimated that the planned requirements would result in over three million field office visits.
Social Security plans new restrictions for its phone line, citing fraud
New identity proofing requirements for certain transactions, like changing an address, could especially impact people in rural areas, with transportation difficulties and with limited technology know-how.
SSA watchdog to audit agency’s performance metrics
Getting better data is essential to continued oversight, Sen. Elizabeth Warren, D-Mass., told reporters Wednesday.
Civic tech leaders worry DOGE is ‘tarnishing’ its tools to improve government
USDS, the White House team DOGE took over in January, was a flagship civic tech organization. Six months later, civic tech is figuring out what’s next.
New SSA chief praises DOGE for ‘making things better’
Frank Bisignano said he has no current plans to institute further reductions in force and hopes to use AI to make the historically sluggish Social Security disability determination processes move faster.
USDA wants to modernize farmer services, even as staffing cuts could hurt the effort
The department plans to digitize farmer-facing applications that are still on paper.
