Ideas

Intentionally Creating a Culture that Prioritizes Customer Experience

Culture begins to shift when new behaviors are established that generate meaningful results, and wins are loudly, publicly celebrated.

Modernization

IRS’ New Digital Case Management System Failed to Meet Early Expectations

The first releases did not include functionality end-users were expecting and failed to meet Section 508 accessibility standards.

Digital Government

State and Local Government Beats out Federal in Survey of Citizen Trust

Digital services had a strong impact on whether residents found governments trustworthy, according to the report from Deloitte.

Digital Government

How the Veterans Affairs Department Went Digital During the Pandemic

Senior officials shared details and numbers on the department’s COVID-19-specific deployments.

Modernization

Federal CIO: Diversity, Accessibility Are Key to Improving Customer Experience

A diverse workforce and focus on accessibility will be central to administration’s efforts to improve customer experience.

Digital Government

White House Makes Major Updates to Customer Experience Guidance

Equity, a Biden administration priority, has been included in the government’s expanded definition of customer experience.

Digital Government

Customer Experience Legislation Clears Senate Committee

The legislation would make significant changes to how federal agencies engage the public.

Modernization

Report: Agencies Failing to Comply With IDEA Act

Federal agencies are not going digital as quickly as they should be, according to a report.

Ideas

Building Resiliency into the Future of the Federal Government

Creating a digital workplace that enables government users to work virtually from anywhere with the productivity, personalization and security they need is vital to digital resiliency.

Ideas

Two Keys to Delivering Exceptional Citizen Experiences

The infrastructures many government agencies had in 2019 weren’t built to handle the amount of traffic organizations experienced during the pandemic.

Emerging Tech

State Wants Better Bots and Processes For Its Help Desk

The Consolidated Customer Support office already manages eight bots, but an ongoing project requires more user-centric automation.

Ideas

What Are Dark Patterns? An Online Media Expert Explains

It’s not you; many e-commerce websites are difficult to use by design.

Digital Government

Social Security 'Overwhelmed' by Mail, Infuriating Customers Seeking Documents

With most employees teleworking during the pandemic, the watchdog faulted the agency for not having a system to track and return customers’ identification documents.

Ideas

Federal Push for Omnichannel Experiences to Deliver Modern Public Service

An omnichannel experience is more than plugging texts, email or video communications into a program.

Modernization

Survey: Government’s Digital Channels Aren’t Meeting Needs

Governments worldwide have a digital service delivery problem, according to an international survey.

Ideas

Overcrowded U.S. National Parks Need a Reservation System

Limiting visitors has two purposes: reducing COVID-19 risks and allowing some parks to recover from recent wildfires.

Modernization

Report: Nearly Half of Popular Federal Websites Fail Accessibility Tests

The report follows legislation and policy efforts undertaken by the government to improve accessibility efforts.