Modernization
Strong Narratives Can Drive Digital Transformation
Sometimes all it takes is a good story.
Ideas
It’s Time for a National Digital Strategy
And its focus should be to drive simplified citizen interactions across government.
Digital Government
6 Citizen-Focused Steps Census is Taking to Improve the 2020 Count
Officials hope improving the customer experience for citizens will boost the participation rate for the Census Bureau’s biggest undertaking.
Digital Government
How Improving Employee Experience Leads to Better Citizen Experience
Happier, more productive employees lead to better citizen services and customer experiences, officials said.
Policy
Senate Reintroduces Federal Agency Customer Experience Act
The bill, which cleared the Senate in 2017 and the House in 2018, again has House sponsors.
Ideas
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.
Modernization
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.
Emerging Tech
How Customer Experience is Disrupting Government Technology
Better service delivery is changing the way implementers and users view technology.
Modernization
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.
Digital Government
To Provide the Best Customer Experience, Be Proactive
"Be where your customers are" and other helpful tips from customer experience professionals.
Ideas
Understanding the Terminology Around Citizen Service Delivery Technology
The terminology surrounding these new tools can be confusing and misused
Ideas
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.
Digital Government
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.
Modernization
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.
Ideas
Is Your Agency Ready for the 21st Century IDEA Act?
The law calls on federal agencies to get started right away.
Modernization
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.
Digital Government
Customer Satisfaction Drops Across Federal Government
And that was from before the partial shutdown.
Ideas