Modernization
Treasury Rolls Out One-Stop Online Shop for Federal Financial Management Guidance
It’s all part of the Bureau of the Fiscal Service’s aim to reimagine how agency officials tap into relevant financial information.
Modernization
18F Says 6 Core Concepts Can Reduce Risk in Federal Tech Projects
The new De-risking Government Technology Field Guide looks to educate officials on how to merge modern software design with traditional government bureaucracy.
Digital Government
Report: Government Employee Experience is Hindering Government Performance
But public sector organizations can take some easy steps to improve employee experience.
Digital Government
Veterans’ Experiences With VA’s Health Care System Improve
The Veterans Affairs Department offered better experiences than community-based care except when it comes to access to care, according to a recent study.
Digital Government
110,000 Americans Died Waiting for Social Security Disability Benefits in Last Decade
Americans waited an average of more than two years for benefits decisions from the government during the past decade.
Modernization
Technology Transformation Acting Director Talks Service’s Business Model and Future
Bob De Luca, the acting director of GSA’s Technology Transformation Service joins Nextgov to talk about how the program stays competitive, lessons from COVID-19 and what the next director needs to know.
Digital Government
OMB Makes Major Changes to Agency Guidance on Customer Experience
The Office of Management and Budget updated its Circular A-11 guidance for agencies this month, including an expanded definition of customer experience itself.
Modernization
5 Ways the FITARA Scorecard May Evolve
Ten scorecards later, lawmakers and experts are looking for new ways to update the metrics on which agencies are graded.
Modernization
SBA Spent $30M on Digital Service-Built App That Doesn't Work
The Small Business Administration’s Certify website—built by a team from the U.S. Digital Service—was doomed by poor oversight and failure to abide by federal IT policies, says inspector general.
Modernization
USDA Unveils Fresh Round of Farmers.gov Updates
New features on the Farmers.gov portal include a dashboard to help farmers track H-2A related application decisions in real time.
Digital Government
The State of Customer Experience
Federal agencies had been working to improve service delivery—then the COVID-19 pandemic hit.
Digital Government
4 Million Americans Waited Over an Hour in Line at Social Security Field Offices in 2019
Two separate Social Security Administration inspector general audits provide a detailed picture of customer experience over the past decade at the agency.
Ideas
How Government Can Deliver Business-Quality Services
Here are three actionable key steps that public sector technology leaders can take to catalyze digital transformation.
Modernization
IRS Launches New Enterprise Digitalization Office
The co-led office merges and elevates existing projects focused on digitizing processes and getting away from paper-based case management.
Modernization
Ditching Legacy Systems Will Require Adjusting Some Regulations, Experts Say
Federal investment in upgraded technology will help governments better take care of the American people, experts say, but that means rules must be updated to foster innovation
Modernization
COVID-19 Could Change Government Contact Centers Forever
The pandemic has forced major changes in the way federal agencies serve customers.
Artificial Intelligence
GSA’s Centers of Excellence Program Would be Codified in Senate Bill
The bill follows a bipartisan counterpart in the House.
Ideas
How Agencies Can Fight COVID-19 Backlogs With Customer Experience
Customer experience doesn't stop because of coronavirus.
Artificial Intelligence
Study: Customers Increasingly Turn to Self-Support Amid Pandemic
Customers have increased their reliance on chatbots and self-support sessions since the coronavirus began.
Digital Government
VA, CFPB Solicit Partners to Conduct Diversity-Focused Training
Several solicitations have been launched for inclusivity-centered services in recent weeks.
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