Digital Government
Satisfaction with Federal Government Drops Yet Again
The Treasury Department had the lowest customer satisfaction score in the federal government, largely because of the IRS.
Emerging Tech
Q&A with Matt Goodrich: How FedRAMP Gives Customers What They Want
GSA is building very technical policies based on what its customers want, not developing policies and forcing its customers to comply with them.
Ideas
Will Government Agencies Embrace Innovation Driven by Mobile?
Creative ways of using mobile apps for government continue to multiply.
Ideas
Digital Customer Experience: 3 Tips for Making Real Change in the Federal Government
Federal organizations can benefit from a digital approach that seeks to understand user needs, engages them and maintains usability and performance.
Digital Government
Agencies Less Satisfied with GSA Tech Programs for Connecting with Citizens
Overall customer "satisfaction" across OCSIT programs dipped last year.
Digital Government
Why the U.S. Postal Service Has the Best Customer Service in Government
The agency's "customer-obsessed" approach ranks highest in the federal government alongside the National Park Service.
Modernization
Federal Customer Experience Forecast: More Disparity Between Haves and Have-Nots
A new report from Forrester Research predicts “uneven progress” among federal agencies.
Emerging Tech
GSA Looks for New Chief Customer Officer
The position sits in the GSA administrator’s office and has a dedicated team and budget.
Digital Government
GSA’s Customer Experience Credo: Be a Good Listener
Being open to customer feedback has helped the agency better its products.
Ideas
The Evolving Role of the Chief Customer Officer in Government
At least four federal agencies now have chief customer officers.
Emerging Tech
VA's Allin Promises ‘Go Big or Go Home’ Approach to Customer Service
A mediocre attitude toward serving the veterans who valiantly served the country is not acceptable, says VA's Chief Veteran Experience Officer Tom Allin.
Emerging Tech
GSA Loses Customer Experience Champion
Martha Dorris spent nearly 34 years at GSA, including leading efforts to improve the federal government's customer experience.
Digital Government
Agencies Harnessing Data to Make Your Visit to a Government Office More Bearable
Feedback USA is a system of kiosks that allow citizens to rate their experience visiting field offices and other agency locations.
Ideas
4 Key Customer Experience Strategies To Become Citizen Obsessed
Governments that fall further behind in customer engagement risk much more than just public criticism and electoral defeat.
Digital Government
Is Yelp Really the Best Way to Give the Government a Piece of Your Mind?
TSA did not make a formal agreement with Yelp, nor does it plan to use Yelp heavily for customer response.
Digital Government
Here Are the Best TSA Yelp Reviews
Travelers have been very candid in their assessments.
Digital Government
Where Customer Experience is Winning (and Losing) in Government
Without the spotlight of a presidential administration or a top-down leadership push, most federal agencies have long fought a losing battle in meaningful customer experience improvements.
Emerging Tech
A 'Yelp for Government' is Coming
Feedback USA aims to be a cross-agency solution to the public's declining satisfaction with federal services.
Emerging Tech
The Road to Improving Customer Experience for Veterans
Tom Allin is realistic about the challenge that lies in front of him.
Digital Government
Obama Says Customer Experience is a Big Deal. Is it?
In recent years, the White House has prioritized customer experience as a pillar for government success.
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