Ideas
It's Time Agencies Rethink the Citizen
Are agencies thinking about citizen engagement the right way?
Digital Government
Trump's Tech Team Wants to ‘Wow’ Public
The Office of American Innovation isn't interested in tech for tech's sake. It's to make government more efficient.
Ideas
This Customer Experience Bill Is Building Momentum
Here's why digital and customer experience pros in government should care.
Digital Government
Federal Government Provides ‘Worst of the Worst’ Customer Experiences
Federal agencies and programs like Healthcare.gov continue to rank toward the bottom of Forrester Research's Customer Experience Index.
Digital Government
How VA Turns Survey Data into Better Veteran Health Care
Real-time feedback could help the Veterans Affairs Department direct respondents to task forces for suicide or homelessness.
Digital Government
To Improve, VA Must Acknowledge Vets Can Go Elsewhere
Thinking of veterans as customers who could take their business elsewhere could fuel agency improvements, Veterans Affairs Secretary David Shulkin said.
Ideas
Artificial Intelligence Can Make Voice Technology Less Frustrating
Using AI, a caller can carry on a normal, plain-language conversation with a system that is able to understand the request and help respond to it.
Digital Government
How the State Department Prioritized Passport Customers
During peak passport processing, the agency is doing more with fewer employees.
Digital Government
Office of American Innovation Targets Federal Customer Service
“If we can just make individual people’s everyday lives 20 percent better, that would be a huge contribution,” White House adviser Chris Liddell said.
Digital Government
Think Tank Tells Trump's Office of American Innovation To Design From The Bottom Up
If it works in business, can't it work in government?
Digital Government
White House Office of American Innovation Lays Out Priorities
Led by Jared Kushner, the collection of White House talent has been described as a “SWAT team of internal consultants” and a liaison between federal bureaucracies and Silicon Valley innovation.
Ideas
The Core Federal Services Council is Gone. Now What?
The Office of Managment and Budget's recent memo to reduce reporting burdens also eliminated a customer experience-focused group.
Ideas
4 Lessons to Improve Your Agency’s Citizen Experience
Tips that work from agencies that have done it.
Ideas
Paying Bills, Reducing Spam and Other Ways the World's Postal Services Are Disrupting Mail
Singapore, Denmark and South Africa are among the countries leading the way in digitizing post offices.
Emerging Tech
New Facebook Feature Lets Users Contact Elected Officials Directly Through Posts
It’s part of the social media giant’s efforts to connected people to government representatives.
Ideas
How Better Digital Services Can Result in Agency Savings
Research says budget slashing and modernizing technology are compatible ideas.
Ideas
4 Keys to Understanding What Matters to Citizens
Before agencies toss money at customer service, they need to figure out the customers' priorities.
Digital Government
Bill Prioritizes Federal Customer Service—And Cuts Some Red Tape
It would remove some hoops agencies have to go through before getting citizen feedback.
Ideas
This is the Best Way to Map a Great Citizen Experience
It's necessary to have an outside-in perspective, starting with citizens devising ways to respond to their needs and wants.
Almost There!
Help us tailor content specifically for you: