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.
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.
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