Modernization
Report: Federal Call Center Modernization Requires Strategy Sea Change
Call center and customer experience investments aren’t being made in the most efficient manner, according to research from Accenture Federal Services.
Ideas
Six Strategies for Transforming Citizen Service Delivery
President Biden wants to make it easier and more efficient to access critical government services. Here’s some ways to make that happen.
Ideas
Uncle Sam Isn't a Trustworthy Dude: So What is America To Do?
Americans’ trust in government is a quarter of what it was in the 1960s.
Digital Government
Report: Government Customer Experience Scores Held Steady Despite Declines in Most Industries
Customer experience scores across nearly every other industry dropped.
Modernization
VA Enables Login.gov for Three Major Veteran Portals
Officials said the agency plans to add more services later this year, though Login.gov credentials won’t be mandatory until all veterans are transitioned.
Modernization
Why Federal IT Leaders Set Aside $100M for Customer Experience
Creating a distinct pool of funding for customer experience improvement projects is part of a three-pronged strategy to show agencies the administration is serious about CX.
Policy
Experts Call for More Chief Customer Officers in Government
Witnesses told Senate lawmakers that customer experience practitioners need representation within key federal agencies.
Digital Government
IRS’ ‘Where’s My Return’ Tools Needs Updates Amid Lack Of Agency Plans, Watchdog Says
The Government Accountability Office regards modernizing taxpayer digital resources as a high priority item despite a reported lack of funding.
Digital Government
Biden’s Management Agenda Update Adds Metrics to Workforce Goals
The White House’s first update to the president’s management agenda, first released last November, lines up tasks for agencies and attaches individual officials to goals.
Modernization
Officials Work to Create a More Empathetic Government
Recent customer experience policy changes are ushering in more human-centered agency practices.
Modernization
IRS announces new office focusing on taxpayer experience
One of several lines of effort at the IRS to improve customer experience is digital services, which will include efforts ranging from digital signatures to expanded online payment options.
Ideas
How Improving Customer Experience Can Help the Employee Experience
Federal employees can better help the people they serve—and see the full impact of that help—when customer experience is prioritized.
Modernization
USDA, Justice Launch Website To Report Anticompetitive Behavior in Agriculture
The new portal will allow farmers and ranchers to report unfair behavior from other producers in the industry.
Policy
Citizen Satisfaction With Federal Government Services Hits All-time Low
The American Customer Satisfaction Index 2021 Federal Government Report showed citizen satisfaction in government services in a freefall over the last four years, with declines across all driving indicators of satisfaction.
Digital Government
Agency Digital Modernization Efforts Hinge on Data, Customer Experience Efforts
A group of leading federal technologists explained themes of data-driven decision making combined with sub-agency feedback in digital transformation efforts.
Digital Government
Report Outlines How Government Contact Centers of Tomorrow Should Operate
Contact centers engage tens of millions of Americans each year.
Ideas
How the AI-Enabled Worker Will Deliver Better Government in 2022
AI needs people to maximize its potential.
Ideas
Making the Customer Service Executive Order Really Work
Among the keys: making permanent the flexibility to pursue innovation through technology and multi-sector partnerships.
Modernization
The ‘Mayor of SAMgov’ Leaves Government After 15 Years of Public Service
Judith Zawatsky talks to Nextgov about her time at the General Services Administration and how building government services has changed over the years.
Ideas
3 Ways for Government to Sustain Momentum in Digital Transformation
The past two years spurred incomparable change for federal workforces and citizen services.
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