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.
Podcasts
Critical Update: Federal CIO Explains the Tech Side of President’s Management Agenda
Clare Martorana joined the podcast to talk about improving customer experience and the underlying technology that makes good services better.
Modernization
Technology Modernization Fund Board Offers Insights on Latest Wave of Proposals
TMF is key to modernizing government operations in line with citizen expectations, according to Deputy Federal Chief Information Officer Maria Roat.
Digital Government
Biden’s Management Agenda Highlights Need for High-Tech Federal Workforce
To deliver better citizen services, the government will need a skilled workforce and the technology to support it, management officials said.
Digital Government
GSA Names 14 Projects Supported by $150M from COVID Stimulus
The $1.9 trillion American Rescue Plan enacted at the start of the Biden administration included $150 million to support digital services improvements.
Digital Government
Emerging Trends in Customer Experience
Nextgov highlights the latest in digital service delivery in the federal government.
Artificial Intelligence
IRS Should Prioritize Auditing and Customer Service Modernization, Former Officials Say
Machine learning could be used to better serve taxpayers and help close the tax gap, they said.
Ideas
Intentionally Creating a Culture that Prioritizes Customer Experience
Culture begins to shift when new behaviors are established that generate meaningful results, and wins are loudly, publicly celebrated.
Modernization
IRS’ New Digital Case Management System Failed to Meet Early Expectations
The first releases did not include functionality end-users were expecting and failed to meet Section 508 accessibility standards.
Digital Government
State and Local Government Beats out Federal in Survey of Citizen Trust
Digital services had a strong impact on whether residents found governments trustworthy, according to the report from Deloitte.
Digital Government
How the Veterans Affairs Department Went Digital During the Pandemic
Senior officials shared details and numbers on the department’s COVID-19-specific deployments.
Modernization
Federal CIO: Diversity, Accessibility Are Key to Improving Customer Experience
A diverse workforce and focus on accessibility will be central to administration’s efforts to improve customer experience.
Digital Government
White House Makes Major Updates to Customer Experience Guidance
Equity, a Biden administration priority, has been included in the government’s expanded definition of customer experience.
Digital Government
Customer Experience Legislation Clears Senate Committee
The legislation would make significant changes to how federal agencies engage the public.
Modernization
Report: Agencies Failing to Comply With IDEA Act
Federal agencies are not going digital as quickly as they should be, according to a report.
Ideas
Building Resiliency into the Future of the Federal Government
Creating a digital workplace that enables government users to work virtually from anywhere with the productivity, personalization and security they need is vital to digital resiliency.
Ideas
Two Keys to Delivering Exceptional Citizen Experiences
The infrastructures many government agencies had in 2019 weren’t built to handle the amount of traffic organizations experienced during the pandemic.
Emerging Tech
State Wants Better Bots and Processes For Its Help Desk
The Consolidated Customer Support office already manages eight bots, but an ongoing project requires more user-centric automation.
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