Ideas
Building Resiliency into the Future of the Federal Government
Creating a digital workplace that enables government users to work virtually from anywhere with the productivity, personalization and security they need is vital to digital resiliency.
Ideas
Two Keys to Delivering Exceptional Citizen Experiences
The infrastructures many government agencies had in 2019 weren’t built to handle the amount of traffic organizations experienced during the pandemic.
Emerging Tech
State Wants Better Bots and Processes For Its Help Desk
The Consolidated Customer Support office already manages eight bots, but an ongoing project requires more user-centric automation.
Ideas
What Are Dark Patterns? An Online Media Expert Explains
It’s not you; many e-commerce websites are difficult to use by design.
Digital Government
Social Security 'Overwhelmed' by Mail, Infuriating Customers Seeking Documents
With most employees teleworking during the pandemic, the watchdog faulted the agency for not having a system to track and return customers’ identification documents.
Ideas
Federal Push for Omnichannel Experiences to Deliver Modern Public Service
An omnichannel experience is more than plugging texts, email or video communications into a program.
Modernization
Survey: Government’s Digital Channels Aren’t Meeting Needs
Governments worldwide have a digital service delivery problem, according to an international survey.
Digital Government
Survey: Improving Customer Experience Prioritized by 3 in 4 Government IT Leaders
And more than 60% heavily value internal employee experience.
Ideas
Reimagining Access to Services with Government-to-Citizen Identity
With the traditional perimeter gone, identity management is the new boundary.
Ideas
Overcrowded U.S. National Parks Need a Reservation System
Limiting visitors has two purposes: reducing COVID-19 risks and allowing some parks to recover from recent wildfires.
Modernization
Report: Nearly Half of Popular Federal Websites Fail Accessibility Tests
The report follows legislation and policy efforts undertaken by the government to improve accessibility efforts.
Digital Government
Bipartisan Bill Would Elevate Federal Customer Experience
The legislation would also create a chief customer experience officer for the federal government.
Digital Government
Federal Agency Customer Experience Act Reintroduced in Senate
This is the third time a variation of the bill has been introduced.
Digital Government
Survey: 1 in 3 Experience Slow Service Engaging With Government
Despite progress, a recent survey indicates agencies still have room to improve service delivery.
Digital Government
Feds Offer Tips for Standing Up Customer Experience Offices
The first step is listening to stakeholders.
Ideas
How Design Thinking Can Improve Public Sector IT
With its push to provide faster, more predictable and higher quality software, public sector IT organizations may have discounted the need for design.
Ideas
Why We Remember More by Reading – Especially Print – than from Audio or Video
Learning is generally more successful when it’s on paper than onscreen.
Digital Government
Treasury IG Details IRS’ COVID-19-Related Customer Experience Issues
Millions of taxpayers have had a hard time reaching the IRS during the pandemic.
Ideas