Digital Government
Veterans Experience Office codified under new law
The office was created in 2015 to gather feedback from veterans and their families that would help VA improve its services, although it was never formally established within the department.
Digital Government
SSA said it removed strict ID requirements on its phone line, but internal policy says otherwise
The agency said in a recent regulatory filing that the identification pin had been made optional for those wishing to change direct deposit information over the phone. Internal policy says they’re still required.
Digital Government
SSA to make planned ID checks for additional phone transactions ‘entirely optional’
In regulatory filings made earlier this month, SSA had estimated that the planned requirements would result in over three million field office visits.
Digital Government
Social Security plans new restrictions for its phone line, citing fraud
New identity proofing requirements for certain transactions, like changing an address, could especially impact people in rural areas, with transportation difficulties and with limited technology know-how.
Digital Government
SSA watchdog to audit agency’s performance metrics
Getting better data is essential to continued oversight, Sen. Elizabeth Warren, D-Mass., told reporters Wednesday.
Digital Government
Civic tech leaders worry DOGE is ‘tarnishing’ its tools to improve government
USDS, the White House team DOGE took over in January, was a flagship civic tech organization. Six months later, civic tech is figuring out what’s next.
People
New SSA chief praises DOGE for ‘making things better’
Frank Bisignano said he has no current plans to institute further reductions in force and hopes to use AI to make the historically sluggish Social Security disability determination processes move faster.
Digital Government
USDA wants to modernize farmer services, even as staffing cuts could hurt the effort
The department plans to digitize farmer-facing applications that are still on paper.
Digital Government
SSA changes phone fraud policies after finding very little fraud
The change follows reporting by Nextgov/FCW about the policy and its contributions to a slowdown in retirement claims processing.
Digital Government
Republicans want Treasury to study free tax filing options — again
The reconciliation text being considered by the House Ways and Means Committee includes $15 million for the IRS to study how to give Americans free ways to file their taxes that would replace both the Free File and Direct File programs.
People
IRS to lay off taxpayer experience, DEI staff
It is not clear what will happen next to projects being done by the Taxpayer Experience Office, like making IRS notices to taxpayers more simple.
Digital Government
Democrats confront SSA about disruptions to constituent SSI accounts
This is the first oversight effort of Senate Democrats’ new Social Security War Room.
People
CX lead at DHS announces departure from government
Dana Chisnell, the first DHS executive director for customer experience, said March 28 was her last day with the department and “my last official day working for the federal government.”
Artificial Intelligence
USPS plans to use AI to enhance customer service
USPS Vice President for Customer Experience Marc McCrery said the agency is looking to switch its call center platform to a cloud-based application this summer, which he said will be “the start of our AI journey.”
Digital Government
GSA preps code for shutdown of text service for government benefits
Though the agency did not confirm whether a Notify.gov shutdown was in the works, the agency’s Github repository shows code for an “end of life” banner for the service.
Ideas
Legacy Systems Are Holding Back Government Service Delivery—Here’s How Agencies Can Move Forward
Modernization can save money.
People
Social Security shutters its civil rights and transformation offices
Among the people affected are those managing the agency’s website, a front door to services for Americans online.
Ideas
5 things government agencies must consider for a holistic approach to next generation digital transformation
A new administration may merit new approaches to digital transformation.
Digital Government
‘Over half’ of federal websites got better in the past year, OMB official says
Metrics released by the Office of Management and Budget offer insight into how agencies are implementing the 21st Century IDEA Act.
Digital Government