Emerging Tech
It Costs Taxpayers $41 Per Phone Call To IRS
The IRS wants to provide a better user experience to customers without breaking the bank.
Modernization
SEWP Boosts Customer Experience While Cutting Its Fee
The vast majority of customers seem to be happy with NASA’s IT acquisition vehicle but the quest for better customer experience never ends.
Digital Government
How to Spot the Angry Citizens in a Troll Storm
When mean tweets start pouring in, federal social media managers need to be able to tell the difference.
Digital Government
Citizen Satisfaction With Government Reaches 11-Year High
Citizen satisfaction jumped 2.5 percent in 2017 with federal agencies, according to the American Customer Satisfaction Index.
Emerging Tech
Citizens Aren’t the Only Ones Who Expect Good User Experiences
For some agencies, citizens are not their customers.
Ideas
What Digital Government CX Pros Should Know About the Connected Government Act
Not everything comes to a standstill in D.C. during the holidays.
Ideas
4 Principles for Making Digital Transformations Work
Government agencies can complete effective digital transformations but it takes new technologies and management practices.
Cybersecurity
GSA Needs to Verify Who’s Logging in to Login.gov
GSA wants to make it easier to sign in to government websites without making citizens less secure.
Modernization
GSA Taking Quotes for IT Modernization Centers of Excellence
It's the next step in the White House's plan to update government tech.
Emerging Tech
The People Who Read Your Airline Tweets
“There are a lot of whiners, but the good thing is we help the whiners, too.”
Digital Government
IG Pushes For Better Customer Experience At Postal Service
One of the first things the service needs to do is to get more feedback from customers.
Modernization
White House Unveils Latest Plan to Fix Government Technology
The first center of excellence will be a partnership between the Agriculture Department, White House, General Services Administration and industry.
Ideas
A Unified Reporting Portal Would Help Government and Grant Recipients
A portal could make grantees’ lives easier, but also offer the federal government a better way to evaluate risks.
Ideas
3 Ways to Infuse Digital into Your Agency’s DNA
Random acts of digital aren't enough for a transformation.
Emerging Tech
Rethinking Federal Customer Experience
This ebook looks at how agencies are baking customer experience into their missions.
Digital Government
Report: Government Websites Are (Somehow) Getting Worse
Most federal websites fail metrics related to load time and secure connections, according to a think tank assessment.
Policy
GAO: Federal CIO Shirking Oversight Responsibilities On Critical Projects
The lack of CIO involvement in major projects could allow them to slide off the rails, GAO says.
Digital Government
Federal Agency Customer Experience Act Clears Senate
The legislation awaits a markup from the House Oversight and Government Reform Committee.
Digital Government
This One Rule Informs All of Veterans Affairs' Customer Service Decisions
Bells and whistles are great, but they don't matter if they aren't helping customers, Veterans Affairs Department's Lynda Davis said.
Ideas
Customer Experience Bills Pose Hidden Risks for Citizens
A section of the bills calls for anonymizing data, but that could prevent some agencies from helping with their outreach missions.
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