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Digital Government
TSA survey reveals 93% of travelers satisfied with passenger experience
Even more travelers were confident in the Transportation Security Administration’s ability to keep air travel safe.
Digital Government
OMB releases ‘broad’ accessibility guidance for government tech
This is the first new guidance on Section 508 in a decade.
Ideas
A New Year's resolution to improve government forms
COMMENTARY | A good digital form uses human-centered design to ensure a positive and frictionless experience, one so easy you barely even think about it
Digital Government
IRS direct file participants will have to use ID.me for identity verification
The agency still isn't ready to field the government-provided Login.gov for digital access to taxpayer services.
Modernization
State Department restores passport processing to pre-pandemic levels
A hiring surge and mandatory overtime has brought passport processing down to its lowest level in years.
Digital Government
Digital park passes could become reality under a new legislative proposal
The new, bipartisan recreation-focused package is aimed at cutting red tape around national parks and public land, its backers say.
Ideas
Can improving CX help restore trust in government?
COMMENTARY | To protect benefit programs from abuse while delivering a cohesive CX, agencies need to take an omnichannel approach that harmonizes online, mobile, call center and in-person contacts and incorporates robust remote identity proofing.
People
DHS aims to cut another 10M hours of paperwork
Within the newly formalized DHS Customer Experience Office, “our biggest challenge is that the demand far outstrips the supply,” said its leader, Dana Chisnell.
Digital Government
Customer satisfaction with government jumps again
Citizen satisfaction increased almost 3% in 2023, according to the latest data from the American Customer Satisfaction Index.
Digital Government
IRS hits key digitization goal months ahead of schedule
Although Treasury Secretary Janet Yellen plugged progress in IRS efforts to tame paper in the agency, she also emphasized that “playing politics with IRS funding is unacceptable.”
Digital Government
CX proposal clears Senate committee
The legislation targets “high-impact” government services for streamlining and improvement.
Digital Government
Lawmakers propose establishing new CX lead at OMB
A House bill would also have agencies tap a senior official to coordinate improvements to government services.
Ideas
3 keys to CX success
COMMENTARY | Start small, build integrated experiences and keep pace with technology.
Digital Government
Bipartisan Senate bill tasks agencies with prioritizing CX
The pending legislation looks to reduce burdens on users interacting with government while scouting opportunities for cross-agency collaboration.
Digital Government
IRS announces 13 states where taxpayers could use its Direct File pilot
The agency has yet to commit to a long-term product for the in-house filing tool.
Digital Government
The money's out the door in nationwide unemployment insurance modernization push
A Labor Department official said efforts to help states modernize their UI systems are trending in the right direction, but funding may be insufficient.
Digital Government
IRS watchdog questions taxpayer demand for direct file services
A recent oversight report questions whether taxpayers are actually as interested in a direct, government-run tax filing tool as the IRS claims.
Ideas
Solving government employee experience crisis
COMMENTARY | When equipped with leading-edge technology and supported by private sector partners who understand and value the government's mission, federal employees can better serve the citizens that depend on government service.
Digital Government
Biden administration inches ahead on 'life experiences' projects
The White House shared updates on cross-agency projects designed to improve and streamline government service delivery.
Ideas