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.
Digital Government
3 Customer Experience Tips for Feds from Feds
Two professional customer experience experts offered advice for other practitioners across the federal ranks this month.
Digital Government
Biden’s Budget Proposal Keeps Focus on Improving Federal Customer Experience
The budget callout follows several important policy updates.
Policy
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.
Policy
Report: 39% Federal Leaders Rate Accessibility as a Top Priority
Budget constraints and old technology add challenges to fully realizing digital accessibility.
Digital Government
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.
Digital Government
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.
Emerging Tech
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.
Artificial Intelligence
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.
Policy
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.
Ideas
Closing the Digital Divide in Government: 5 Strategies for Digital Transformation
Citizens are demanding a more connected government.
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