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.
Digital Government
Survey: Improving Customer Experience Prioritized by 3 in 4 Government IT Leaders
And more than 60% heavily value internal employee experience.
Ideas
Reimagining Access to Services with Government-to-Citizen Identity
With the traditional perimeter gone, identity management is the new boundary.
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