Customer Experience

Congress Votes For Better Government Websites, Digital Services

The Senate passed the 21st Century IDEA Act, giving agencies one year to improve citizens’ digital experiences.

As Shutdown Looms, House Votes to Empower Federal CIO, Improve Agency Services

And lawmakers have some questions about Amazon’s facial recognition software.

  • By Jack Corrigan

House Passes Bill to Improve Government’s Digital Services

The IDEA Act would require agencies to upgrade their websites to meet basic security and usability standards, but lawmakers did make some changes.

  • By Jack Corrigan

To Improve Customer Experience, Start With Morale, Not Technology, Feds Say

Cultural factors, such as empowerment of staff, given greater weight than upgraded IT and bigger budgets.

  • By Tom Shoop

IRS Spent Millions to Set Up Virtual Assistance Centers That No One Is Using

Of the millions of taxpayers looking for help last year, only 2,700 used the Virtual Service Delivery stations.

  • By Aaron Boyd

Postal Service's Informed Delivery Feature Could Be Helping Fraudsters

A new way to steal credit cards.

  • By Caitlin Fairchild

Draft Federal Data Strategy Too ‘Unwieldy’ to Implement, Stakeholders Say

Stakeholders who use, generate and rely on federal data got a chance to speak directly to fellows working on the strategy set for release next year.

  • By Aaron Boyd

After Listening to Veterans, VA Put All Its Services on One Website

In the future, officials hope to eliminate most—if not all—of the paperwork and other bureaucratic barriers that prevent veterans from accessing the benefits they’ve earned.

  • By Aaron Boyd

Three Agencies Tap Technology Modernization Fund in Second Round

After the second round of projects, about $31.5 million is left in the TMF coffers.

  • By Jack Corrigan

The U.S. Postal Service Will Email You Photos of Your Mail Before It’s Delivered

The service does have limitations, however.

  • By Ephrat Livni, Quartz

Boring Details Make Effective Legislation

In a perfect world, you’d see the addition of mandates come with some much-needed subtraction as well.

  • By Jennifer Pahlka

GSA Releases Customer Experience Playbook

The government released a go-to guide for customer experience practitioners.

  • By Frank Konkel

DHS Funds Airport Navigation App that Guides You from Check-in to Gate

It also allows federal agencies to send messages to passengers in real time.

  • By Jack Corrigan

DHS Digital Service is Taking Paper Out of the Immigration Process

The Digital Service works side by side with agency employees to tackle some of their most backlogged processes.

  • By Jack Corrigan

VA’s National Cemetery Administration Continues High Customer Satisfaction Scores

The federal agency with the highest customer satisfaction scores continues its high performance, according to new internal survey data.

  • By Frank Konkel

12 Companies Tapped For Phase II of Agriculture’s Centers of Excellence Journey

The real work begins as a dozen companies sign on to implement the modernization strategies developed in the first phase of the program.

  • By Aaron Boyd

GSA Picks Second Agency to Get Centers of Excellence Support

The next agency will focus on IT and modernization for business processes and accounting.

  • By Aaron Boyd

Survey: Citizens Favor a More Digital Government

Most of the citizens polled thought digital services are as important or more important than traditional service delivery.

  • By Frank Konkel

GSA Introducing Options to Help Automate Agency Contact Centers

A new special item number for Automated Contact Center Services is being added with the IT Schedule 70 refresh.

  • By Aaron Boyd

Here’s What Feds Can Learn About CX from Local Government

First, they don't have to start from scratch.

  • By MaryAnn Monroe and Rosetta Lue