Digital park passes could become reality under a new legislative proposal
The new, bipartisan recreation-focused package is aimed at cutting red tape around national parks and public land, its backers say.
Can improving CX help restore trust in government?
COMMENTARY | To protect benefit programs from abuse while delivering a cohesive CX, agencies need to take an omnichannel approach that harmonizes online, mobile, call center and in-person contacts and incorporates robust remote identity proofing.
DHS aims to cut another 10M hours of paperwork
Within the newly formalized DHS Customer Experience Office, “our biggest challenge is that the demand far outstrips the supply,” said its leader, Dana Chisnell.
Customer satisfaction with government jumps again
Citizen satisfaction increased almost 3% in 2023, according to the latest data from the American Customer Satisfaction Index.
IRS hits key digitization goal months ahead of schedule
Although Treasury Secretary Janet Yellen plugged progress in IRS efforts to tame paper in the agency, she also emphasized that “playing politics with IRS funding is unacceptable.”
CX proposal clears Senate committee
The legislation targets “high-impact” government services for streamlining and improvement.
Lawmakers propose establishing new CX lead at OMB
A House bill would also have agencies tap a senior official to coordinate improvements to government services.
3 keys to CX success
COMMENTARY | Start small, build integrated experiences and keep pace with technology.
Bipartisan Senate bill tasks agencies with prioritizing CX
The pending legislation looks to reduce burdens on users interacting with government while scouting opportunities for cross-agency collaboration.
IRS announces 13 states where taxpayers could use its Direct File pilot
The agency has yet to commit to a long-term product for the in-house filing tool.
The money's out the door in nationwide unemployment insurance modernization push
A Labor Department official said efforts to help states modernize their UI systems are trending in the right direction, but funding may be insufficient.
IRS watchdog questions taxpayer demand for direct file services
A recent oversight report questions whether taxpayers are actually as interested in a direct, government-run tax filing tool as the IRS claims.
Solving government employee experience crisis
COMMENTARY | When equipped with leading-edge technology and supported by private sector partners who understand and value the government's mission, federal employees can better serve the citizens that depend on government service.
Biden administration inches ahead on 'life experiences' projects
The White House shared updates on cross-agency projects designed to improve and streamline government service delivery.
Empathy, continuous feedback are keys to CX success
COMMENTARY | How human-centered design can optimize outcomes for customer experience initiatives.
VA extends PACT Act filing deadline after website glitches
The Department of Veterans Affairs is giving eligible veterans an extra week to announce their intention to submit claims under a law that expands benefits for exposure to toxic substances.
GAO: IRS must enhance cyber oversight of third-party vendors, modernize online services
The IRS continues to ignore GAO’s recommendation to streamline oversight of third-party tax vendors’ cyber practices, despite concerns about mitigating digital threats.
How the Agriculture Department is ‘hardwiring’ customer experience into its work
The department’s chief customer experience officer, Simchah Suveyke-Bogin, told Nextgov/FCW that her primary goal is building capacity for customer experience.
IRS seeks states’ input on its direct file pilot
States have until Sept. 4 to tell the IRS if they’re interested in participating.
State Department wants IT support for modernizing its consular systems
The department is conducting market research for modernization capabilities to help improve customer experience at passport agencies, its global queueing system and embassy and consulate waiting areas.
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