Customer Experience

Moving from Random Acts of Digital to Real Transformation

Too often, government agencies and businesses alike pin their hopes on a single type of transformative technology.

  • By Scott Buchholz and Kavitha Prabhakar

Worst to First: Government Websites More Secure Than Ever

Website security and privacy improved across all sectors, according to a survey, but none made more improvements than government websites.

  • By Brandi Vincent

How Customer Experience is Disrupting Government Technology

Better service delivery is changing the way implementers and users view technology.

  • By Frank Konkel

USDA Launches New Features on Farmers.gov

The site’s latest functions will enable America’s agriculture producers to better manage loans and the H-2A visa process.

  • By Brandi Vincent

To Provide the Best Customer Experience, Be Proactive

"Be where your customers are" and other helpful tips from customer experience professionals.

  • By Frank Konkel

Understanding the Terminology Around Citizen Service Delivery Technology

The terminology surrounding these new tools can be confusing and misused

  • By Andy Beamon

Commercial CX Trends for Federal Agencies to Consider Today

Here are the top digital customer service trends used by leading commercial brands that hold promise for government leaders in 2019.

  • By Shannon Fitzgerald

2019 Will Be The Year For Building Trust in Government IT, Says Federal CIO

As more services are automated, agencies must keep the public’s trust by being transparent about the algorithms and data being used.

  • By Aaron Boyd

OMB Guidance on Digital Experience Mandates Still Pending as First Deadline Nears

The first deadline of the digital services-focused 21st Century IDEA Act is in June.

  • By Aaron Boyd

Is Your Agency Ready for the 21st Century IDEA Act?

The law calls on federal agencies to get started right away.

  • By Reggie Davis

How CX Leads to Higher ROIs in the Federal Market

Don’t modernize for modernization’s sake.

  • By Zachary Trojak

Online Health Applications Increased 50 Percent After VA.gov Relaunch

The newly redesigned homepage makes it easier for vets to use self-service tools, which will save the government money, according to the agency’s digital services chief.

  • By Jack Corrigan

Customer Satisfaction Drops Across Federal Government

And that was from before the partial shutdown.

  • By Frank Konkel

The Coming Digitization of the Regulatory Environment

Here's what the U.S. can learn about digitizing regulations from two of the largest economies.

  • By Mark Forman

The Federal Tech Bills that Moved as Funding Legislation Stalled

New laws call on Homeland Security to consolidate its data and force agencies to improve their websites.

  • By Jack Corrigan

VA Overpaid $4.5 Million in Benefits Because It Didn't Read Emails, Watchdog Says

The problem wasn’t IT infrastructure, but rather a lack thereof.

  • By Jack Corrigan

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.

  • By Aaron Boyd

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