Digital Government
Was the HealthCare.gov Fiasco ‘The Best Thing that Happened to Digital Government?'
William Eggers, government consultant and author of “Delivering on Digital,” has a different view than most on the plagued rollout of the website.
Digital Government
GSA’s Federal Acquisition Service to Revamp Customer Service to the Tune of $1.3M
CenturyLink will provide hosted contact center and voice-over IP services to FAS as part of its contact center modernization project.
Digital Government
Brand Executives Have Totally Misunderstood What Kind of Experience Consumers Want Online
Brands know a strong digital presence is no longer optional. But that's all they know.
Digital Government
Veterans Calling VA's Crisis Line Can Finally Get Through. Here’s Why.
A team of techies and customer-service professionals starting tackling the problem in 2015.
Digital Government
VA Experiments with Real-Time Dashboard of Vets' Feedback
The agency wants feedback whenever and however veterans want to send it.
Digital Government
8 Tips for Jared Kushner and the New Innovation Office
Think about holistic, unified and scalable public services.
Digital Government
Meet the Agency that Tops All Organizations in Customer Satisfaction
“It’s a combination of our structure, training, our people and our connectedness to the mission that keeps it going."
Modernization
Over a Third of Dot-Govs Fail Mobile Device Speed Tests
A recent study found 92 percent of sites fail at least one metric related to load time, security, mobile friendliness and accessibility.
Digital Government
Forrester: Digital Government Reaches New Heights But Websites Need Work
Citizens are visiting the government's digital channels more than ever before.
Digital Government
‘Worst to First’: How the U.S. Postal Service Cleaned Up Employee Discrimination Complaints
USPS tackled its backlog of complaints and now provides that service to more than two dozen other agencies.
Emerging Tech
Nextgov Event: Improving Customer Satisfaction in Government
When it comes to customer service, can the government really do more with less?
Ideas
6 Strategies for Digital Transformation that Puts Citizens First
Agencies have made great strides in customer experience over the past couple of years.
Ideas
5 Lessons From a Former Agency Customer Experience Leader
Getting things done takes on a much more human feel.
Ideas
How Digital Services Engagement Centers Play a Crucial Role in Customer Experience
Digital services engagement centers serve as the connective tissue between customer service channels.
Emerging Tech
Most Citizens Want A ‘Siri’ For Government Services
People want 24/7 service, even from the federal government, a new survey shows.
Ideas
Make 2017 the Year of a Digital-First Federal Government
Everything the federal government does should be thought of digitally first.
Ideas
Delivering Efficient Citizen-Centered Government
Consider the following five strategies to create a citizen-centric government and to drive governmentwide efficiencies.
Ideas
Delivering Great Digital Government in the Trump Era
How can agencies transform how digital services are delivered and meet the rising and constantly changing expectations of citizens?
Ideas
Customer-Centric Government Won’t Be Great Again in 2017 and Other Government Tech Predictions
Expect cyber and data to remain in the spotlight, while areas like customer service will see less momentum.
Digital Government