Policy
Here Are Where Congress' Customer Experience Efforts Sit
The next step for one bill is President Trump’s desk.
Modernization
USDA Launches Tool to Match Farmers to the Loans They Need
The latest tool on farmers.gov helps take the mystery out of the loan application process.
Digital Government
President Trump Signs Taxpayer First Act
The law will force the IRS to improve its customer experience while providing tools to move faster in hiring.
Policy
Congress Passes Bill That Forces IRS to Revamp Taxpayer Experience
The bill passed the House and Senate earlier this month and would usher in major changes to the way IRS engages with millions of customers.
Digital Government
What's Next for Federal Customer Experience
Some agencies are putting themselves in the shoes of their customers and it's paying off.
Modernization
What the U.S. Medical System Can Learn From Estonia
Americans waste time and money filling out paperwork and repeating tests in the doctor’s office. A small Baltic nation has found a better way.
Podcasts
Critical Update: Peering Into the Agriculture Department’s Digital Transformation
One of the Agriculture Department’s top officials talks about how the agency is using technology to serve its customers better.
Digital Government
Federal Agencies Rank Dead Last in Forrester Customer Experience Index
Once again, only the National Park Service scored on par with the industry average.
Digital Government
GSA Is Putting Up $20K For Its First Multicity Hackathon
Over six hours, teams from across the country will work on improving the design, functionality and processes of four critical applications.
Digital Government
Digital Trends That Could Send Your Project Back to the Drawing Board
Are you ready to deliver services to customers who want to unplug from their digital lives?
Modernization
Inside USDA's Farmer-First Approach to Digital Transformation
The department is mixing technology with human-centered design to produce a better experience for its customers.
Digital Government
How the Veterans Affairs Department is ‘Hardwiring’ Customer Service into Everything
VA is on a mission to improve the veteran experience across every service it provides.
Modernization
There Is Too Much Stuff
The human brain can’t contend with the vastness of online shopping.
Emerging Tech
Uber Riders Can’t Stand All the Air Fresheners
Customers are reporting migraines. Drivers say they’re just trying to provide a pleasant ride.
Modernization
HUD Is Hunting for Vendors for the Next Phase of the Centers of Excellence
The department plans to pursue six projects to improve its cloud adoption, customer experience, data analytics and customer contact centers.
Modernization
VA To Codify Customer Experience As Part of Core Values
The need to consider ease, effectiveness and emotion in all decisions will become part of the department’s Code of Federal Regulations.
Policy
Senate Considers Bill to Modernize Constituent Services
The CASES Act is one of several customer experience-related bills Congress is considering.
Modernization
Strong Narratives Can Drive Digital Transformation
Sometimes all it takes is a good story.
Ideas
It’s Time for a National Digital Strategy
And its focus should be to drive simplified citizen interactions across government.
Digital Government
6 Citizen-Focused Steps Census is Taking to Improve the 2020 Count
Officials hope improving the customer experience for citizens will boost the participation rate for the Census Bureau’s biggest undertaking.
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