Modernization
Report: Empathetic Tech Can Improve the Government Contact Center Experience
A little empathy goes a long way.
Emerging Tech
National Archives Plans CX Research
The National Archives and Records Administration says that a new research agenda will help it understand what people who use the archives need, want and expect – and how the agency can meet those demands.
People
DHS launches 'largest customer experience hiring initiative’ with hundreds of technologist positions
The agency’s recruitment initiative comes in response to President Joe Biden’s 2021 executive order seeking to streamline the “government-to-customer delivery process.”
Digital Government
DHS Launches 'Largest Customer Experience Hiring Initiative’ with Hundreds of Technologist Positions
The agency’s recruitment initiative comes in response to President Joe Biden’s 2021 executive order seeking to streamline the “government-to-customer delivery process.”
Ideas
Channel of Choice: The End Goal for CX in Government
The federal government has to offer options that serve everyone while also improving customer experience.
Ideas
Improving CX through consistency
It only takes one bad interaction to sink an agency's brand and one good experience to establish a supporter.
Digital Government
Bill aims to create one disaster recovery assistance application
Simplifying the application process would remove the burden on disaster survivors seeking federal assistance in the wake of hurricanes, floods, wildfires and more, lawmakers say.
Digital Government
TSP officials say they’re nearing ‘normalcy’ after a troublesome recordkeeper transition
Wait times on the customer service number for the federal government’s 401(k)-style retirement savings plan are down from over two hours to 15 minutes on average.
Modernization
Report: Federal Call Center Modernization Requires Strategy Sea Change
Call center and customer experience investments aren’t being made in the most efficient manner, according to research from Accenture Federal Services.
Ideas
Six Strategies for Transforming Citizen Service Delivery
President Biden wants to make it easier and more efficient to access critical government services. Here’s some ways to make that happen.
Ideas
Uncle Sam Isn't a Trustworthy Dude: So What is America To Do?
Americans’ trust in government is a quarter of what it was in the 1960s.
Digital Government
Report: Government Customer Experience Scores Held Steady Despite Declines in Most Industries
Customer experience scores across nearly every other industry dropped.
Modernization
VA Enables Login.gov for Three Major Veteran Portals
Officials said the agency plans to add more services later this year, though Login.gov credentials won’t be mandatory until all veterans are transitioned.
Modernization
Why Federal IT Leaders Set Aside $100M for Customer Experience
Creating a distinct pool of funding for customer experience improvement projects is part of a three-pronged strategy to show agencies the administration is serious about CX.
Policy
Experts Call for More Chief Customer Officers in Government
Witnesses told Senate lawmakers that customer experience practitioners need representation within key federal agencies.
Digital Government
IRS’ ‘Where’s My Return’ Tools Needs Updates Amid Lack Of Agency Plans, Watchdog Says
The Government Accountability Office regards modernizing taxpayer digital resources as a high priority item despite a reported lack of funding.
Digital Government
Biden’s Management Agenda Update Adds Metrics to Workforce Goals
The White House’s first update to the president’s management agenda, first released last November, lines up tasks for agencies and attaches individual officials to goals.
Modernization
Officials Work to Create a More Empathetic Government
Recent customer experience policy changes are ushering in more human-centered agency practices.
Modernization
IRS announces new office focusing on taxpayer experience
One of several lines of effort at the IRS to improve customer experience is digital services, which will include efforts ranging from digital signatures to expanded online payment options.
Ideas
How Improving Customer Experience Can Help the Employee Experience
Federal employees can better help the people they serve—and see the full impact of that help—when customer experience is prioritized.
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