Customer Experience
Digital First
Federal agencies are ditching paper processes to better serve citizens—and each other.
More Vets Are Taking Advantage of Digital Services Through New VA.gov
One year in, the relaunch of VA.gov seems to have resulted in more veterans access digital services.
VA Stands Up Private, Virtual Exam Rooms to Bring Telehealth to Rural Communities
The agency is collaborating with corporate partners to provide veterans with comfortable, private spaces to have video appointments with their VA providers, much closer to home.
GSA Wants Industry Insights on Offering Human-Centered Design Services
Responses to the new request for information will impact future procurement actions, the agency said.
FCC Wants Public Feedback on Plans to Fully Digitize Its Largest Licensing System
The agency filed approximately 5,000 applications manually last year.
Inside TurboTax’s 20-Year Fight to Stop Americans From Filing Their Taxes for Free
The success of TurboTax relies on whether the U.S. government makes tax filing simple and free for most citizens.
Report: IRS Should Have an Official In Charge of Customer Experience
The agency could also improve its website and share more feedback, analysts conclude in first-of-its-kind report.
A Plan to Reduce Bench Warrants—By Text Message
After success in one county, Minnesota is rolling out a statewide program that sends reminders to defendants about their court appearances.
6 Lessons from Government Customer Experience Professionals
Officials from the U.S. Patent and Trademark Office, Transportation Security Administration and Office of Federal Student Aid explained what’s worked in improving customer experience.
Air Force CXO: We Don’t Have to Delight the User
Colt Whittall, the Air Force’s first chief experience officer, talks with Nextgov about the new role and what it will take to provide a better user experience for airmen.
Federal CIO Council Turns Customer Experience Expectations On Itself
The relaunched CIO.gov is designed to help federal IT employees better engage with their community.
An Insider’s Take on How to Focus on Government's IT Strengths
From Healthcare.gov to 18F, Ed Mullen shares insights on how APIs and user experience could fundamentally change service delivery.
High Impact Agencies Release Customer Experience Action Plans
More than two dozen high impact service provider agencies shared their current and future investments.
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