Modernization
Inside TurboTax’s 20-Year Fight to Stop Americans From Filing Their Taxes for Free
The success of TurboTax relies on whether the U.S. government makes tax filing simple and free for most citizens.
Digital Government
Report: IRS Should Have an Official In Charge of Customer Experience
The agency could also improve its website and share more feedback, analysts conclude in first-of-its-kind report.
Modernization
A Plan to Reduce Bench Warrants—By Text Message
After success in one county, Minnesota is rolling out a statewide program that sends reminders to defendants about their court appearances.
Modernization
6 Lessons from Government Customer Experience Professionals
Officials from the U.S. Patent and Trademark Office, Transportation Security Administration and Office of Federal Student Aid explained what’s worked in improving customer experience.
Emerging Tech
Air Force CXO: We Don’t Have to Delight the User
Colt Whittall, the Air Force’s first chief experience officer, talks with Nextgov about the new role and what it will take to provide a better user experience for airmen.
Modernization
Federal CIO Council Turns Customer Experience Expectations On Itself
The relaunched CIO.gov is designed to help federal IT employees better engage with their community.
Modernization
An Insider’s Take on How to Focus on Government's IT Strengths
From Healthcare.gov to 18F, Ed Mullen shares insights on how APIs and user experience could fundamentally change service delivery.
Digital Government
High Impact Agencies Release Customer Experience Action Plans
More than two dozen high impact service provider agencies shared their current and future investments.
Modernization
USDA Wants Feedback from 2 Million Customers
Consider it the agency’s latest move in its efforts to put the farmer first.
Ideas
How Congress Turns Citizens' Voices into Data Points
No matter why or how people contact their elected officials, they all want one basic thing: They want someone to listen.
Digital Government
GSA Seeks to Simplify Citizen Survey Work for High-Impact Agencies
GSA will usher certain agencies through Paperwork Reduction Act regulations to meet the administration's customer experience goals.
Modernization
Inside Defense Digital Service’s User-Centered Approach
Designing with users—not for them—has been a key to the agency’s innovative success.
Digital Government
Census is Asking the Public to Help Fight Misinformation Ahead of 2020
The bureau launched a website for dispelling common Census rumors and created a special email address where people can report misinformation and other malicious activities.
Modernization
Veterans Affairs Launches Digital National Cemetery
The new interactive website streamlines information about 3.7 million veterans interred across NCA’s 136 national cemeteries.
Ideas
People Don’t Always Behave Rationally—Agencies are Learning to Plan for That
Officials are increasingly leveraging the power of behavioral science to enhance program performance.
Digital Government
Survey: Public Wants Government Websites to Be Easier to Use
Government’s sites are also perceived as more secure than commercial sites, a new Booz Allen Hamilton survey suggests.
Digital Government
Trump Signs Constituent Services Bill into Law
A bill to modernize constituent services is now the law of the land.
Digital Government
These 6 Principles Helped Navy Federal Deliver Superior Customer Experience
They drive every decision Navy Federal Credit Union makes regarding their members.
Modernization
New App from VA Streamlines Veterans’ Resources to Enhance Their Care
The ultimate goal is to eliminate the barriers vets face in retrieving the information they need most.
Ideas
4 CX Lessons Federal Agencies Can Learn from Their Peers
There are several agencies making major strides in the CX space and other agencies could learn a thing or two from their CX programs.
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