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.
Modernization
USDA, Justice Launch Website To Report Anticompetitive Behavior in Agriculture
The new portal will allow farmers and ranchers to report unfair behavior from other producers in the industry.
Policy
Citizen Satisfaction With Federal Government Services Hits All-time Low
The American Customer Satisfaction Index 2021 Federal Government Report showed citizen satisfaction in government services in a freefall over the last four years, with declines across all driving indicators of satisfaction.
Digital Government
Agency Digital Modernization Efforts Hinge on Data, Customer Experience Efforts
A group of leading federal technologists explained themes of data-driven decision making combined with sub-agency feedback in digital transformation efforts.
Digital Government
Report Outlines How Government Contact Centers of Tomorrow Should Operate
Contact centers engage tens of millions of Americans each year.
Ideas
How the AI-Enabled Worker Will Deliver Better Government in 2022
AI needs people to maximize its potential.
Ideas
Making the Customer Service Executive Order Really Work
Among the keys: making permanent the flexibility to pursue innovation through technology and multi-sector partnerships.
Modernization
The ‘Mayor of SAMgov’ Leaves Government After 15 Years of Public Service
Judith Zawatsky talks to Nextgov about her time at the General Services Administration and how building government services has changed over the years.
Ideas
3 Ways for Government to Sustain Momentum in Digital Transformation
The past two years spurred incomparable change for federal workforces and citizen services.
Digital Government
Biden Administration Made Major Customer Experience Moves in 2021
Major policy changes regarding how federal agencies serve citizens took pace over the past year.
Modernization
Tech Advocacy Groups Request More IDEA Act Guidance From OMB
This is the second letter the Office of Management and Budget received in 2021 asking for improved guidelines for government organizations to update web services.
Ideas
Can Biden Deliver Better ‘Customer Experience’ for Americans Than His Predecessors?
He is now the fifth president since Bill Clinton to announce a new customer focus for federal services.
Digital Government
Federal Agencies Achieve Highest Customer Experience Scores Yet
Customer experience scores varied significantly across demographic groups.
Digital Government
Biden Orders Agencies to Take Steps to Improve Government Customer Service
The people-first approach tackles everything from federal benefits to passport services to disaster recovery.
Digital Government
Social Security Enjoys Broad Customer Satisfaction As It Overhauls Telephone System
The Social Security Administration has been angling to streamline and automate its call center for quicker customer service.
Modernization
Building Out Digital Services Requires Balance and Customer Trust, Officials Say
Listening to users goes a long way toward building trust.
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