Emerging Tech
Air Force CXO: We Don’t Have to Delight the User
Colt Whittall, the Air Force’s first chief experience officer, talks with Nextgov about the new role and what it will take to provide a better user experience for airmen.
Modernization
Federal CIO Council Turns Customer Experience Expectations On Itself
The relaunched CIO.gov is designed to help federal IT employees better engage with their community.
Modernization
An Insider’s Take on How to Focus on Government's IT Strengths
From Healthcare.gov to 18F, Ed Mullen shares insights on how APIs and user experience could fundamentally change service delivery.
Digital Government
High Impact Agencies Release Customer Experience Action Plans
More than two dozen high impact service provider agencies shared their current and future investments.
Modernization
USDA Wants Feedback from 2 Million Customers
Consider it the agency’s latest move in its efforts to put the farmer first.
Ideas
How Congress Turns Citizens' Voices into Data Points
No matter why or how people contact their elected officials, they all want one basic thing: They want someone to listen.
Digital Government
GSA Seeks to Simplify Citizen Survey Work for High-Impact Agencies
GSA will usher certain agencies through Paperwork Reduction Act regulations to meet the administration's customer experience goals.
Modernization
Inside Defense Digital Service’s User-Centered Approach
Designing with users—not for them—has been a key to the agency’s innovative success.
Digital Government
Census is Asking the Public to Help Fight Misinformation Ahead of 2020
The bureau launched a website for dispelling common Census rumors and created a special email address where people can report misinformation and other malicious activities.
Modernization
Veterans Affairs Launches Digital National Cemetery
The new interactive website streamlines information about 3.7 million veterans interred across NCA’s 136 national cemeteries.
Ideas
People Don’t Always Behave Rationally—Agencies are Learning to Plan for That
Officials are increasingly leveraging the power of behavioral science to enhance program performance.
Digital Government
Survey: Public Wants Government Websites to Be Easier to Use
Government’s sites are also perceived as more secure than commercial sites, a new Booz Allen Hamilton survey suggests.
Digital Government
Trump Signs Constituent Services Bill into Law
A bill to modernize constituent services is now the law of the land.
Digital Government
These 6 Principles Helped Navy Federal Deliver Superior Customer Experience
They drive every decision Navy Federal Credit Union makes regarding their members.
Modernization
New App from VA Streamlines Veterans’ Resources to Enhance Their Care
The ultimate goal is to eliminate the barriers vets face in retrieving the information they need most.
Ideas
4 CX Lessons Federal Agencies Can Learn from Their Peers
There are several agencies making major strides in the CX space and other agencies could learn a thing or two from their CX programs.
Policy
Here Are Where Congress' Customer Experience Efforts Sit
The next step for one bill is President Trump’s desk.
Modernization
USDA Launches Tool to Match Farmers to the Loans They Need
The latest tool on farmers.gov helps take the mystery out of the loan application process.
Digital Government
President Trump Signs Taxpayer First Act
The law will force the IRS to improve its customer experience while providing tools to move faster in hiring.
Policy