Report: These 9 Trends are Reshaping Government in 2023
Technology and improved digital service delivery factor into many trends identified in a March report.
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.
3 Customer Experience Tips for Feds from Feds
Two professional customer experience experts offered advice for other practitioners across the federal ranks this month.
Biden’s Budget Proposal Keeps Focus on Improving Federal Customer Experience
The budget callout follows several important policy updates.
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.
Report: 39% Federal Leaders Rate Accessibility as a Top Priority
Budget constraints and old technology add challenges to fully realizing digital accessibility.
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.
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.
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.
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.
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.
Closing the Digital Divide in Government: 5 Strategies for Digital Transformation
Citizens are demanding a more connected 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.
2023: The Year of Modern Government
COMMENTARY | Governments will need to embrace a people-first approach in their modernization journeys.
Changing Government Engagement in 2023
Four trends are showing improvements in the daily work of government employees.
TMF Announces 2 New Customer Experience Investments
The investments total $14.6 million to improve digital services at two agencies.
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.
Report: Governments Behind Private Sector in Customer, Employee Experience
Governments have improved their digital transformation efforts, but much work remains.
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.
5 Tips from Practitioners to Improve Government Customer Experience
Good customer experience doesn’t happen by accident.
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