Customer Service

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

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.

Inside DHS’ quest to streamline customer experience and ease public burden

The Department of Homeland Security’s CIO detailed how his agency saved the public 20 million hours accessing agency services in a move that signals a major culture change.

Is government culture stifling customer experience innovation?

Risk aversion among government managers is blocking needed improvements to key programs, according to a recent white paper.

The IRS Will Test a Government-Run Free File System in 2024

The move could presage the large-scale deployment of free, government-furnished online tax prep services.

The IRS Answered 2.4M More Taxpayer Phone Calls During 2023 Filing Season

Inflation Reduction Act funding paid dividends for the IRS during the 2023 tax filing season.

Customer Service, Life Experiences and Technology

Nextgov's Aaron Boyd joins the podcast to discuss his series on CX in government.

Does The Government Care About Customer Experience? The Answer May Surprise You.

If done right, a customer experience strategy could help rebuild trust in the federal government. Has a Long Road Ahead of It

FCW's Natalie Alms joins the podcast to discuss the government's SSO option.

Americans Are Interested in Digital Government Services

Deloitte’s Michele Causey joins the podcast to discuss a new survey about online government.