Ideas
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.
Modernization
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.
Digital Government
CDC rolls out new COVID-19 website
The reworked COVID-19 website is part of a larger push to make the public health agency’s web presence easier to navigate, with plans to relaunch CDC.gov early next year.
Digital Government
Is government culture stifling CX innovation?
Risk aversion among government managers is blocking needed improvements to key programs, according to a recent white paper.
Emerging Tech
Trade groups press White House to digitize forms of identification
Stronger digital identity solutions would curb future cyber attacks driven by identity and make stolen personal data less valuable, a coalition of 10 trade groups writes in a new letter.
Modernization
Budget and tech challenges loom over IRS's direct file pilot
The news of the forthcoming pilot was followed this week by a compromise debt ceiling bill that includes reallocating $20 billion of the funding the IRS got as part of the Inflation Reduction Act.
Digital Government
How Feds Think Data Can Buy Time for People Suffering a Financial Shock
Financial assistance programs need to respond quickly to be effective. The vast troves of government data offer opportunities to shave down that time.
Digital Government
The IRS Answered 2.4M More Taxpayer Phone Calls During 2023 Filing Season
Inflation Reduction Act funding paid dividends for the IRS during the 2023 tax filing season.
Digital Government
Inter-Agency Effort Targets the Half of Veterans Who Never Engage With VA
The resource hub out of the departments of Defense and Veterans Affairs is part of a larger White House initiative to better respond to the life experiences of Americans.
Digital Government
Trust Will Be Key for US Notify—a Federal Text Message Service for State Benefits
The text service will be the first project to come out of the General Services Administration’s new Public Benefits Studio.
Digital Government
The Low-Tech Side of Biden’s Push to Improve the ‘Life Experiences’ with Government
Agencies are approaching the White House’s mandate with an eye for getting important information and access to as many people as possible.
Digital Government
Stakeholders wonder how to sustain CX momentum long-term
Is it time for a national strategy for customer experience?
Digital Government
Report: These 9 Trends are Reshaping Government in 2023
Technology and improved digital service delivery factor into many trends identified in a March report.
Digital Government
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.
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