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.

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.

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

Acting director encourages bankers’ argument against posting unvetted criticism.

Citizens First

How the government plans to prioritize customer experience.

IRS Says Online Tax Systems Are Back In Business

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

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.

How Form Automation is Democratizing Government Services

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

How the IRS Cut Tax Season Headaches by 19 percent

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

Here’s What Lies Ahead for the Citizen Service Landscape

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

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.

Branding the Federal Customer Experience

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

Congress Faces Government Funding That Runs Out Friday

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

For 10 Years, I Read the Comments

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

GSA Wants Streamlined Offer Forms

Think four documents or fewer for Multiple Award Schedules offers.