Digital Government
Biden’s Budget Proposal Keeps Focus on Improving Federal Customer Experience
The budget callout follows several important policy updates.
Policy
New Federal Service Delivery Model Favors People and Problems Over Bureaucracy
The White House envisions applications for services like food assistance, Medicaid and other benefits taking 20 minutes, with enrollment coming after just 24 hours.
Policy
Report: 39% Federal Leaders Rate Accessibility as a Top Priority
Budget constraints and old technology add challenges to fully realizing digital accessibility.
Digital Government
Biden’s IRS Pick Says He Wants to Move Agency’s Systems into the 21st Century
Nominee for IRS commissioner Danny Werfel, a self-professed “government geek,” talked customer experience, cybersecurity and IT modernization with senators at a Wednesday hearing.
Digital Government
Government’s Data Leaders Center Customer Experience in 2023 Goals
Several of the Chief Data Officers Council working groups are trying to improve customer experience for both Americans and agencies through their respective focus areas.
Emerging Tech
IRS Names Advisors on Possible Government-run Direct Filing System for Taxpayers
The IRS tapped New America to report on the feasibility of a free, public-facing IRS-hosted tax filing infrastructure for ordinary taxpayers.
Artificial Intelligence
Bring on the Chatbots: How AI Can Assist Government Customer Service
Cyara's James Isaacs joins the podcast to discuss how technology can help give citizens a better customer experience.
Policy
Report: 6 Keys for Successful Government Crisis Contact Centers
When natural disasters or emergencies arise, federal agencies must be able to respond effectively to public inquiry, and technology is key.
Ideas
Closing the Digital Divide in Government: 5 Strategies for Digital Transformation
Citizens are demanding a more connected government.
Digital Government
VA is Working to Add New Features to its Health and Benefits App
The VA’s mobile phone app, which surpassed one million downloads last year, is rolling out new prescription refill and travel reimbursement services for veterans in the coming months.
Ideas
2023: The Year of Modern Government
COMMENTARY | Governments will need to embrace a people-first approach in their modernization journeys.
Ideas
Changing Government Engagement in 2023
Four trends are showing improvements in the daily work of government employees.
Modernization
TMF Announces 2 New Customer Experience Investments
The investments total $14.6 million to improve digital services at two agencies.
Modernization
DHS Celebrates Digitization, Streamlining Efforts to Improve Customer Experience
The Homeland Security Department’s list of CX improvements comes in response to the one-year anniversary of President Biden’s December 2021 executive order focused on streamlining public-facing services.
Digital Government
Report: Governments Behind Private Sector in Customer, Employee Experience
Governments have improved their digital transformation efforts, but much work remains.
Modernization
White House, Agencies Still Sorting Out Who Will Pay for Cross-agency Service Delivery Work
OMB’s customer experience lead said Tuesday that more specifics for life experience projects will be made public in coming weeks.
Modernization
5 Tips from Practitioners to Improve Government Customer Experience
Good customer experience doesn’t happen by accident.
Podcasts
Critical Update: Leveraging Data to Achieve Mission
Data usability—including training and knowledge management—has proven “essential” to help the NSF achieve its mission goals.
Ideas
A Vision for Digital Transformation at VA
Solution-focused engineering and collaboration can address many of the key challenges VA is facing and facilitate practical solutions.
Digital Government