Digital Government
Federal CIO charts path to streamlining government services
Current restrictions prevent agencies from easily sharing data to support public-facing online tools, but that could change.
Ideas
4 Steps to Create a Citizen-Centric Government with Trusted Data
Public expectations have put pressure on agencies to deliver experiences that are equal to or better than those offered by the private sector.
Modernization
Most Government Orgs Fail to Meet Digital Transformation Objectives, Report Finds
The report argued that governments should center digital efforts on workforce skills and enhancing citizens’ experiences.
Digital Government
More than half of people are frustrated by digital government services, survey finds
The report found that 46% of respondents would be more likely to use digital technology to access government services if the technology was easier to use.
Modernization
More Than Half of People are Frustrated by Digital Government Services, Survey Finds
The report found that 46% of respondents would be more likely to use digital technology to access government services if the technology was easier to use.
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