Ideas
A Unified Reporting Portal Would Help Government and Grant Recipients
A portal could make grantees’ lives easier, but also offer the federal government a better way to evaluate risks.
Ideas
3 Ways to Infuse Digital into Your Agency’s DNA
Random acts of digital aren't enough for a transformation.
Emerging Tech
Rethinking Federal Customer Experience
This ebook looks at how agencies are baking customer experience into their missions.
Digital Government
Report: Government Websites Are (Somehow) Getting Worse
Most federal websites fail metrics related to load time and secure connections, according to a think tank assessment.
Policy
GAO: Federal CIO Shirking Oversight Responsibilities On Critical Projects
The lack of CIO involvement in major projects could allow them to slide off the rails, GAO says.
Digital Government
Federal Agency Customer Experience Act Clears Senate
The legislation awaits a markup from the House Oversight and Government Reform Committee.
Digital Government
This One Rule Informs All of Veterans Affairs' Customer Service Decisions
Bells and whistles are great, but they don't matter if they aren't helping customers, Veterans Affairs Department's Lynda Davis said.
Ideas
Customer Experience Bills Pose Hidden Risks for Citizens
A section of the bills calls for anonymizing data, but that could prevent some agencies from helping with their outreach missions.
Ideas
It's Time Agencies Rethink the Citizen
Are agencies thinking about citizen engagement the right way?
Digital Government
Trump's Tech Team Wants to ‘Wow’ Public
The Office of American Innovation isn't interested in tech for tech's sake. It's to make government more efficient.
Ideas
This Customer Experience Bill Is Building Momentum
Here's why digital and customer experience pros in government should care.
Digital Government
Federal Government Provides ‘Worst of the Worst’ Customer Experiences
Federal agencies and programs like Healthcare.gov continue to rank toward the bottom of Forrester Research's Customer Experience Index.
Digital Government
How VA Turns Survey Data into Better Veteran Health Care
Real-time feedback could help the Veterans Affairs Department direct respondents to task forces for suicide or homelessness.
Digital Government
To Improve, VA Must Acknowledge Vets Can Go Elsewhere
Thinking of veterans as customers who could take their business elsewhere could fuel agency improvements, Veterans Affairs Secretary David Shulkin said.
Ideas
Artificial Intelligence Can Make Voice Technology Less Frustrating
Using AI, a caller can carry on a normal, plain-language conversation with a system that is able to understand the request and help respond to it.
Digital Government
How the State Department Prioritized Passport Customers
During peak passport processing, the agency is doing more with fewer employees.
Digital Government
Office of American Innovation Targets Federal Customer Service
“If we can just make individual people’s everyday lives 20 percent better, that would be a huge contribution,” White House adviser Chris Liddell said.
Digital Government
Think Tank Tells Trump's Office of American Innovation To Design From The Bottom Up
If it works in business, can't it work in government?
Digital Government