Customer Experience
Reimagining Citizen Services in the Government in 2025
As citizens change, so will their expectations.
In 2020, Employees Are the New Constituent
In order to deliver on their missions, government agencies must start prioritizing their employees’ experiences – and that starts with right technology.
GAO Calls Out IRS’ Taxpayer Experience Issues
The 2019 tax filing season was more problematic than usual for IRS.
What Citizens Are Trying to Tell Us
Are we listening?
The Next Big Customer Experience From Jeff Bezos
His space company, Blue Origin, is on the verge of sending tourists just past the boundary of Earth.
'Dark Patterns' Trick You into Spending More Online
There's a reason a website tells you how many other shoppers are looking at the same item you are.
FCC Launches Plan to Make Suicide Hotline Accessible Through a 3-Digit Dial Code
988 could soon be the 911 for suicide prevention.
Improving Citizen Experience in Government Call Centers
It doesn't have to be a long wait.
A State Agency Scraps Its Paper-Based Licensing System
In adopting a digital licensing system, officials at the Tennessee Alcoholic Beverage Commission say they moved away not just from stacks and stacks of paper, but also an old mindset.
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.
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