Customer Experience

Solving government employee experience crisis

COMMENTARY | When equipped with leading-edge technology and supported by private sector partners who understand and value the government's mission, federal employees can better serve the citizens that depend on government service.

  • By Teresa A. Weipert

Biden administration inches ahead on 'life experiences' projects

The White House shared updates on cross-agency projects designed to improve and streamline government service delivery. 

  • By Natalie Alms

Empathy, continuous feedback are keys to CX success

COMMENTARY | How human-centered design can optimize outcomes for customer experience initiatives.

  • By Rita Breen

VA extends PACT Act filing deadline after website glitches

The Department of Veterans Affairs is giving eligible veterans an extra week to announce their intention to submit claims under a law that expands benefits for exposure to toxic substances.

  • By Adam Mazmanian

GAO: IRS must enhance cyber oversight of third-party vendors, modernize online services

The IRS continues to ignore GAO’s recommendation to streamline oversight of third-party tax vendors’ cyber practices, despite concerns about mitigating digital threats.

  • By Edward Graham

How the Agriculture Department is ‘hardwiring’ customer experience into its work

The department’s chief customer experience officer, Simchah Suveyke-Bogin, told Nextgov/FCW that her primary goal is building capacity for customer experience.

  • By Natalie Alms

IRS seeks states’ input on its direct file pilot

States have until Sept. 4 to tell the IRS if they’re interested in participating.

  • By Natalie Alms

State Department wants IT support for modernizing its consular systems

The department is conducting market research for modernization capabilities to help improve customer experience at passport agencies, its global queueing system and embassy and consulate waiting areas.

  • By Carten Cordell

What will the federal government do with generative AI?

Federal employees are going to see AI tools show up in cloud-based productivity suites sooner rather than later, but it's not clear yet how the trending tech will impact public-facing digital services.

  • By Natalie Alms

New bill aims to simplify federal grant applications, boost funding for underserved communities

The Streamlining Federal Grants Act was introduced by a bipartisan trio of senators to build upon a 2019 law.

  • By Chris Riotta

CDC rolls out new COVID-19 website

The reworked COVID-19 website is part of a larger push to make the public health agency’s web presence easier to navigate, with plans to relaunch CDC.gov early next year.

  • By Natalie Alms

Is government culture stifling CX innovation?

Risk aversion among government managers is blocking needed improvements to key programs, according to a recent white paper.

  • By Natalie Alms

Trade groups press White House to digitize forms of identification

Stronger digital identity solutions would curb future cyber attacks driven by identity and make stolen personal data less valuable, a coalition of 10 trade groups writes in a new letter.

  • By Natalie Alms

Budget and tech challenges loom over IRS's direct file pilot

The news of the forthcoming pilot was followed this week by a compromise debt ceiling bill that includes reallocating $20 billion of the funding the IRS got as part of the Inflation Reduction Act.

  • By Natalie Alms
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How Feds Think Data Can Buy Time for People Suffering a Financial Shock

Financial assistance programs need to respond quickly to be effective. The vast troves of government data offer opportunities to shave down that time.

  • By Aaron Boyd

The IRS Answered 2.4M More Taxpayer Phone Calls During 2023 Filing Season

Inflation Reduction Act funding paid dividends for the IRS during the 2023 tax filing season.

  • By Frank Konkel

Inter-Agency Effort Targets the Half of Veterans Who Never Engage With VA

The resource hub out of the departments of Defense and Veterans Affairs is part of a larger White House initiative to better respond to the life experiences of Americans.

  • By Aaron Boyd

Trust Will Be Key for US Notify—a Federal Text Message Service for State Benefits

The text service will be the first project to come out of the General Services Administration’s new Public Benefits Studio.

  • By Aaron Boyd

The Low-Tech Side of Biden’s Push to Improve the ‘Life Experiences’ with Government

Agencies are approaching the White House’s mandate with an eye for getting important information and access to as many people as possible.

  • By Aaron Boyd

Stakeholders wonder how to sustain CX momentum long-term

Is it time for a national strategy for customer experience?

  • By Natalie Alms

Report: These 9 Trends are Reshaping Government in 2023

Technology and improved digital service delivery factor into many trends identified in a March report.

  • By Frank Konkel