Ideas
4 Keys to Understanding What Matters to Citizens
Before agencies toss money at customer service, they need to figure out the customers' priorities.
Digital Government
Bill Prioritizes Federal Customer Service—And Cuts Some Red Tape
It would remove some hoops agencies have to go through before getting citizen feedback.
Ideas
This is the Best Way to Map a Great Citizen Experience
It's necessary to have an outside-in perspective, starting with citizens devising ways to respond to their needs and wants.
Digital Government
'They Get It,' Lawmaker Says of Trump's Innovation Office
Trump's teams have been concerned with federal IT since the transition, Rep. Will Hurd said.
Digital Government
Meet the Woman in Charge of Customer Service for Millions of Vets
Dr. Lynda Davis, VA's chief veteran experience officer, will continue working on Vets.gov and getting real-time feedback for veterans.
Digital Government
Why Government Websites Suck So Much
Our interactions with government websites are often memorable for all the wrong reasons.
Ideas
United's Hot Mess: The Customer Experience Truth Government Must Now Face
Agency leaders must look through the customer lens when creating policies and rules that impact customers.
Digital Government
Was the HealthCare.gov Fiasco ‘The Best Thing that Happened to Digital Government?'
William Eggers, government consultant and author of “Delivering on Digital,” has a different view than most on the plagued rollout of the website.
Digital Government
GSA’s Federal Acquisition Service to Revamp Customer Service to the Tune of $1.3M
CenturyLink will provide hosted contact center and voice-over IP services to FAS as part of its contact center modernization project.
Digital Government
Brand Executives Have Totally Misunderstood What Kind of Experience Consumers Want Online
Brands know a strong digital presence is no longer optional. But that's all they know.
Digital Government
Veterans Calling VA's Crisis Line Can Finally Get Through. Here’s Why.
A team of techies and customer-service professionals starting tackling the problem in 2015.
Digital Government
VA Experiments with Real-Time Dashboard of Vets' Feedback
The agency wants feedback whenever and however veterans want to send it.
Digital Government
8 Tips for Jared Kushner and the New Innovation Office
Think about holistic, unified and scalable public services.
Digital Government
Meet the Agency that Tops All Organizations in Customer Satisfaction
“It’s a combination of our structure, training, our people and our connectedness to the mission that keeps it going."
Modernization
Over a Third of Dot-Govs Fail Mobile Device Speed Tests
A recent study found 92 percent of sites fail at least one metric related to load time, security, mobile friendliness and accessibility.
Digital Government
Forrester: Digital Government Reaches New Heights But Websites Need Work
Citizens are visiting the government's digital channels more than ever before.
Digital Government
‘Worst to First’: How the U.S. Postal Service Cleaned Up Employee Discrimination Complaints
USPS tackled its backlog of complaints and now provides that service to more than two dozen other agencies.
Emerging Tech
Nextgov Event: Improving Customer Satisfaction in Government
When it comes to customer service, can the government really do more with less?
Ideas
6 Strategies for Digital Transformation that Puts Citizens First
Agencies have made great strides in customer experience over the past couple of years.
Ideas