Customer Experience

U.S. Digital Service Will Teach You How to Buy the Latest Tech

Federal employees can learn best practices for digital procurement in a new certification program.

  • By Jack Corrigan

Let’s Flip the Script on Customer Experience

Customer experience is about more than customer satisfaction.

  • By RJ Krawiec
Rep. Ro Khanna, D-Calif. Rep. Ro Khanna, D-Calif.

Better Government Websites Build Trust with Citizens, Silicon Valley Lawmaker Says

Rep. Ro Khanna's customer-experience focused bill would require agencies to go all digital by 2020.

  • By Jack Corrigan

How Younger Workers Update Agency Tech and Vice Versa

It’s not millennial entitlement, said a top CIA technologist.

  • By Jack Corrigan
Rep. Ro Khanna, D-Calif Rep. Ro Khanna, D-Calif

Bill Would Set 2-Year Deadline for Agencies to Get Digital

The 21st Century IDEA would require agencies to have a digital option for all paper-based forms and in-person interactions.

  • By Aaron Boyd
Acting CFPB Director Mick Mulvaney Acting CFPB Director Mick Mulvaney

Mulvaney Targets Consumer Bureau's 'Yelp'-Like Complaint Portal

Acting director encourages bankers’ argument against posting unvetted criticism.

  • By Charles S. Clark

Citizens First

How the government plans to prioritize customer experience.

  • By Nextgov Staff

IRS Says Online Tax Systems Are Back In Business

Agency teams worked through the night to restore services, the acting administrator said.

  • By Aaron Boyd

Taxpayers Get Extra Day To File After IRS Online Tools Go Down

The IRS extended Tax Day to midnight April 18 after unidentified outages took down key online tools Tuesday.

  • By Aaron Boyd

How Form Automation is Democratizing Government Services

Technology can help make services accessible to vulnerable and disadvantaged citizens.

  • By Jonathon Ende

How the IRS Cut Tax Season Headaches by 19 percent

The agency's early outreach efforts appear to be paying off.

  • By Jack Corrigan

Here’s What Lies Ahead for the Citizen Service Landscape

Intelligent virtual assistants and artificial intelligence will transform the future of federal contact centers.

  • By Tom Romeo

Citizens Support Increased Data-Sharing and Technology Innovation to Enhance Security

The bottom line is they want their data protected.

  • By Ger Daly

Bill Would Create Federal Customer Service Standards

And once set, it would bake them into agency performance plans.

  • By Frank Konkel

What Are You Looking At? Social Security Wants To Know

The agency is looking for eye-tracking technologies to improve the user experience on its websites.

  • By Aaron Boyd

Branding the Federal Customer Experience

If experience is everything, federal agencies need to to take a holistic view of how they're serving citizens.

  • By Greg Pellegrino

Congress Faces Government Funding That Runs Out Friday

Lawmakers have been working on an omnibus spending bill but it has yet to be introduced.

  • By Joseph Marks and Heather Kuldell

For 10 Years, I Read the Comments

Farewell to my stressful, dispiriting, but occasionally awesome life as an internet comment moderator.

  • By Alan Taylor, The Atlantic

The Unsung Heroes of Digital Government

Have you thanked a product manager lately?

  • By Dan Hon

GSA Wants Streamlined Offer Forms

Think four documents or fewer for Multiple Award Schedules offers.

  • By Aaron Boyd