Customer Service
VA is leading the way to restoring trust in government
COMMENTARY | The hard work of improving customer experience can restore faith and trust in government institutions.
Customer satisfaction with the federal government jumps, again
Citizen satisfaction increased almost 3% in 2023, according to the latest data from the American Customer Satisfaction Index.
Senate panel advances measures to overhaul federal workers’ death benefits, agency customer service
The money families of federal workers who die while on the job receive in gratuity and funerary benefits has not been updated since 1997.
Lawmakers propose establishing a new customer experience chief at OMB
A House bill would also have agencies tap a senior official to coordinate improvements to government services.
Senate lawmakers float plan to revamp agencies’ customer service
The Improving Government Services Act would require agencies to develop plans to implement private-sector customer experience best practices into how they interact with members of the public.
The White House’s tech team, 10 years after HealthCare.gov
Mina Hsiang, the administrator of the U.S. Digital Service, was on the team that saved the flawed website supporting Affordable Care Act enrollment 10 years ago. Now, she leads the tech team born from that crisis.
The government management paradox
COMMENTARY | Change is hard, but agencies can significantly improve their operational performance to deliver on highly complex programs.
Biden administration inches ahead on 'life experiences' projects
The White House shared updates on cross-agency projects designed to improve and streamline government service delivery.
How the IRS accidentally tagged thousands of taxpayers as dead
The IRS confirmed that 6,821 tax accounts were marked as deceased and locked — meaning that the agency wouldn’t process the tax returns associated with it — when the person was, in fact, alive.
Maui wildfires: Extra logistical challenges hinder government’s initial response when disasters strike islands
How the U.S. government responds to disasters like these and how Maui’s geography could interfere with aid delivery.
The ‘future is at risk’ for government’s biggest civilian payroll provider, study finds
The National Finance Center — a part of the Agriculture Department — provides payroll services for over 170 agencies, but a lot of them aren’t happy with the services they’re getting.
The White House promotes success stories in the government’s customer experience push
Filling out forms to recertify for disability insurance is “more frightening than cancer,” one beneficiary said. The Social Security Administration is trying to make it easier.
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