Ideas
Let’s Flip the Script on Customer Experience
Customer experience is about more than customer satisfaction.
Modernization
Better Government Websites Build Trust with Citizens, Silicon Valley Lawmaker Says
Rep. Ro Khanna's customer-experience focused bill would require agencies to go all digital by 2020.
Modernization
How Younger Workers Update Agency Tech and Vice Versa
It’s not millennial entitlement, said a top CIA technologist.
Modernization
Bill Would Set 2-Year Deadline for Agencies to Get Digital
The 21st Century IDEA would require agencies to have a digital option for all paper-based forms and in-person interactions.
Digital Government
Mulvaney Targets Consumer Bureau's 'Yelp'-Like Complaint Portal
Acting director encourages bankers’ argument against posting unvetted criticism.
Digital Government
IRS Says Online Tax Systems Are Back In Business
Agency teams worked through the night to restore services, the acting administrator said.
Cybersecurity
Taxpayers Get Extra Day To File After IRS Online Tools Go Down
The IRS extended Tax Day to midnight April 18 after unidentified outages took down key online tools Tuesday.
Ideas
How Form Automation is Democratizing Government Services
Technology can help make services accessible to vulnerable and disadvantaged citizens.
Digital Government
How the IRS Cut Tax Season Headaches by 19 percent
The agency's early outreach efforts appear to be paying off.
Ideas
Here’s What Lies Ahead for the Citizen Service Landscape
Intelligent virtual assistants and artificial intelligence will transform the future of federal contact centers.
Ideas
Citizens Support Increased Data-Sharing and Technology Innovation to Enhance Security
The bottom line is they want their data protected.
Digital Government
Bill Would Create Federal Customer Service Standards
And once set, it would bake them into agency performance plans.
Emerging Tech
What Are You Looking At? Social Security Wants To Know
The agency is looking for eye-tracking technologies to improve the user experience on its websites.
Ideas
Branding the Federal Customer Experience
If experience is everything, federal agencies need to to take a holistic view of how they're serving citizens.
Digital Government
Congress Faces Government Funding That Runs Out Friday
Lawmakers have been working on an omnibus spending bill but it has yet to be introduced.
Digital Government
For 10 Years, I Read the Comments
Farewell to my stressful, dispiriting, but occasionally awesome life as an internet comment moderator.
Digital Government
GSA Wants Streamlined Offer Forms
Think four documents or fewer for Multiple Award Schedules offers.
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