Digital Government
Biden seeks more than $500M for CX in 2025 budget
New digital service teams and a focus on the "voice of the customer" are among the customer experience funding requests in the FY2025 budget request.
Digital Government
IRS touts launch of Direct File pilot
The pilot, which allows eligible taxpayers to file directly with the IRS for free, marks a new free option from the IRS, which has for decades relied on private companies to field free options for Americans.
Ideas
Checking in on digital government in China
COMMENTARY | Steve Kelman writes that an online system for registering complaints and comments about government services has its roots in China's imperial past.
Digital Government
IRS opens up Direct File to the public
Interested taxpayers will have to watch the IRS website to see when the tool is open for new users.
Digital Government
Labor Department experiments with AI in unemployment systems
The agency plans to use the current “calm” in unemployment claims to better prepare for the next storm.
Digital Government
Education Dept. debuts simpler online financial aid form, but users face a restricted rollout
The redesigned form features as few as 18 questions instead of potentially more than 100.
Exclusive
Digital Government
TSA survey reveals 93% of travelers satisfied with passenger experience
Even more travelers were confident in the Transportation Security Administration’s ability to keep air travel safe.
Digital Government
OMB releases ‘broad’ accessibility guidance for government tech
This is the first new guidance on Section 508 in a decade.
Ideas
A New Year's resolution to improve government forms
COMMENTARY | A good digital form uses human-centered design to ensure a positive and frictionless experience, one so easy you barely even think about it
Digital Government
IRS direct file participants will have to use ID.me for identity verification
The agency still isn't ready to field the government-provided Login.gov for digital access to taxpayer services.
Modernization
State Department restores passport processing to pre-pandemic levels
A hiring surge and mandatory overtime has brought passport processing down to its lowest level in years.
Digital Government
Digital park passes could become reality under a new legislative proposal
The new, bipartisan recreation-focused package is aimed at cutting red tape around national parks and public land, its backers say.
Ideas
Can improving CX help restore trust in government?
COMMENTARY | To protect benefit programs from abuse while delivering a cohesive CX, agencies need to take an omnichannel approach that harmonizes online, mobile, call center and in-person contacts and incorporates robust remote identity proofing.
People
DHS aims to cut another 10M hours of paperwork
Within the newly formalized DHS Customer Experience Office, “our biggest challenge is that the demand far outstrips the supply,” said its leader, Dana Chisnell.
Digital Government
Customer satisfaction with government jumps again
Citizen satisfaction increased almost 3% in 2023, according to the latest data from the American Customer Satisfaction Index.
Digital Government
IRS hits key digitization goal months ahead of schedule
Although Treasury Secretary Janet Yellen plugged progress in IRS efforts to tame paper in the agency, she also emphasized that “playing politics with IRS funding is unacceptable.”
Digital Government
CX proposal clears Senate committee
The legislation targets “high-impact” government services for streamlining and improvement.
Digital Government
Lawmakers propose establishing new CX lead at OMB
A House bill would also have agencies tap a senior official to coordinate improvements to government services.
Ideas
3 keys to CX success
COMMENTARY | Start small, build integrated experiences and keep pace with technology.
Digital Government
Bipartisan Senate bill tasks agencies with prioritizing CX
The pending legislation looks to reduce burdens on users interacting with government while scouting opportunities for cross-agency collaboration.
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