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.

Digital Government

Customer satisfaction with government jumps again

Citizen satisfaction increased almost 3% in 2023, according to the latest data from the American Customer Satisfaction Index.

Digital Government

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.”

Digital Government

CX proposal clears Senate committee

The legislation targets “high-impact” government services for streamlining and improvement.

Digital Government

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.

Digital Government

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.

Digital Government

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.

Digital Government

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.

Digital Government

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.

Digital Government

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.

Digital Government

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.

Digital Government

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.

Digital Government

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.

Artificial Intelligence

What will the federal government do with generative AI?

Federal employees are going to see AI tools show up in cloud-based productivity suites sooner rather than later, but it's not clear yet how the trending tech will impact public-facing digital services.

Digital Government

New bill aims to simplify federal grant applications, boost funding for underserved communities

The Streamlining Federal Grants Act was introduced by a bipartisan trio of senators to build upon a 2019 law.