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
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.
Digital Government
Bipartisan Bill Would Elevate Federal Customer Experience
The legislation would also create a chief customer experience officer for the federal government.
Digital Government
Federal Agency Customer Experience Act Reintroduced in Senate
This is the third time a variation of the bill has been introduced.
Digital Government
Survey: 1 in 3 Experience Slow Service Engaging With Government
Despite progress, a recent survey indicates agencies still have room to improve service delivery.
Digital Government
Feds Offer Tips for Standing Up Customer Experience Offices
The first step is listening to stakeholders.
Ideas
How Design Thinking Can Improve Public Sector IT
With its push to provide faster, more predictable and higher quality software, public sector IT organizations may have discounted the need for design.
Ideas
Why We Remember More by Reading – Especially Print – than from Audio or Video
Learning is generally more successful when it’s on paper than onscreen.
Digital Government
Treasury IG Details IRS’ COVID-19-Related Customer Experience Issues
Millions of taxpayers have had a hard time reaching the IRS during the pandemic.
Ideas
Digital Innovations Will Enhance CX in Government and Timing Couldn’t Be Better
But it’s important to remember that the citizen experience is about more than just the latest technology tools.
Digital Government
Telework Works and Other Workforce Lessons Census Learned During the Pandemic
The U.S. Census Bureau’s customer experience chief encouraged agencies to embrace small gains.
Digital Government
OMB Restores Agency CX Guidance Eliminated Under Trump
The guidance had been eliminated by the Trump administration during the lame-duck session in late December.
Artificial Intelligence
Survey: Pandemic Accelerating AI Adoption
Multiple drivers are pushing federal agencies and industry toward AI technologies.
Digital Government
Biden Administration Issues New Guidance Instructing Agencies to Start Tracking Goals Again
White House reversed last-minute Trump policy to end the practice of developing and monitoring agency objectives.
Ideas
Why Can't the IRS Just Send Americans a Refund – or a Bill?
At least 30 countries permit return-free filing, including Denmark, Sweden, Spain and the United Kingdom.
Digital Government
Survey: Nearly 1 in 4 Consumers Distrust Government COVID Data
The survey also showed significant levels of distrust in some emerging technologies.
Ideas
Do You See Yourself in the Room?
This moment in time presents a unique opportunity for the government to embrace representative innovation.
Emerging Tech
VA Launches New Platform to Send Veterans Personalized Notifications
Open-source software—developed abroad—supports a new tool that allows the agency to send confirmations and other details through email or text.
Digital Government