Digital Government

Report: These 9 Trends are Reshaping Government in 2023

Technology and improved digital service delivery factor into many trends identified in a March report.

Digital Government

IRS Taxpayer Advocate Says Congress Shortchanged IT Modernization Efforts

Lawmakers didn’t allocate the $80 billion provided to the IRS in the right way, claims National Taxpayer Advocate Erin Collins, adding that IT modernization and taxpayer services aren’t getting the money they need.

Digital Government

3 Customer Experience Tips for Feds from Feds

Two professional customer experience experts offered advice for other practitioners across the federal ranks this month.

Policy

New Federal Service Delivery Model Favors People and Problems Over Bureaucracy

The White House envisions applications for services like food assistance, Medicaid and other benefits taking 20 minutes, with enrollment coming after just 24 hours.

Policy

Report: 39% Federal Leaders Rate Accessibility as a Top Priority

Budget constraints and old technology add challenges to fully realizing digital accessibility.

Digital Government

Biden’s IRS Pick Says He Wants to Move Agency’s Systems into the 21st Century

Nominee for IRS commissioner Danny Werfel, a self-professed “government geek,” talked customer experience, cybersecurity and IT modernization with senators at a Wednesday hearing.

Digital Government

Government’s Data Leaders Center Customer Experience in 2023 Goals

Several of the Chief Data Officers Council working groups are trying to improve customer experience for both Americans and agencies through their respective focus areas.

Emerging Tech

IRS Names Advisors on Possible Government-run Direct Filing System for Taxpayers

The IRS tapped New America to report on the feasibility of a free, public-facing IRS-hosted tax filing infrastructure for ordinary taxpayers.

Artificial Intelligence

Bring on the Chatbots: How AI Can Assist Government Customer Service

Cyara's James Isaacs joins the podcast to discuss how technology can help give citizens a better customer experience.

Policy

Report: 6 Keys for Successful Government Crisis Contact Centers

When natural disasters or emergencies arise, federal agencies must be able to respond effectively to public inquiry, and technology is key.

Digital Government

VA is Working to Add New Features to its Health and Benefits App

The VA’s mobile phone app, which surpassed one million downloads last year, is rolling out new prescription refill and travel reimbursement services for veterans in the coming months.

Ideas

2023: The Year of Modern Government

COMMENTARY | Governments will need to embrace a people-first approach in their modernization journeys.

Ideas

Changing Government Engagement in 2023

Four trends are showing improvements in the daily work of government employees.

Modernization

TMF Announces 2 New Customer Experience Investments

The investments total $14.6 million to improve digital services at two agencies.

Modernization

DHS Celebrates Digitization, Streamlining Efforts to Improve Customer Experience

The Homeland Security Department’s list of CX improvements comes in response to the one-year anniversary of President Biden’s December 2021 executive order focused on streamlining public-facing services.

Modernization

White House, Agencies Still Sorting Out Who Will Pay for Cross-agency Service Delivery Work

OMB’s customer experience lead said Tuesday that more specifics for life experience projects will be made public in coming weeks.

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