Customer Service

Biden is Deploying Feds to Rural Areas to Better Connect Communities With Government

The new hires will help local leaders in distressed areas navigate the bureaucracy to access federal staff and resources.

SSA Beta Launches Redesigned Website

The Social Security Administration is collecting feedback on a website redesign before using it to replace the agency's current website later this year. A major goal: making it all less confusing.

White House Takes Aim at Administrative Burdens

The Office of Management and Budget wants agencies to cut down on administrative burdens people have to endure to get government benefits. It's using the 1995 Paperwork Reduction Act to do it.

GovExec Daily: The White House Wants to Improve the Customer Experience

Natalie Alms joins the podcast to discuss the latest update to the President's Management Agenda.

GovExec Daily: Customer Service During a Difficult Tax Season

Courtney Bublé discusses how the IRS is handling staff cuts and a lack of funding with Erin Collins and John Koskinen.

GovExec Daily: How the Internal Revenue Service is Modernizing

Nextgov's Frank Konkel speaks to Annette Jones, assistant to the chief taxpayer Experience Officer at the IRS, about the present and future of the tax agency.

Only a Transformation of Service Delivery Can Rebuild Trust in Government. Here’s How.

The COVID-19 pandemic proved all federal agencies need to become great at service delivery, and an executive order provides the authority. It's time to get moving.

Trust in the Federal Government is Low, But Views of Feds Are Mostly Positive

A recent survey brought many high marks for federal employees and individual agencies.

GovExec Daily: How Government Can Be a Platform

Accela's Tom Nieto joins the podcast to discuss government and technology access.

Social Security Seeks $2.4B in IT Funding and Looks Ahead After 5-Year Modernization Plan

Included in the ask is more than $1.5 billion in IT services, representing a 40% increase over the previous year.

The Biden Administration Can Seize a Once-in-a-Generation Opportunity to Advance Equity. Here’s How.

The administration must reset its relationship with people who lack access to federal services.

IRS Backs Away From Facial Recognition Technology

The move comes after a letter from Senate Finance Committee chair Sen. Ron Wyden urged the tax agency to end a controversial contract with ID.me that requires taxpayers to submit biometric data to file tax returns online.

Using Behavioral Science is One Way to Increase Satisfaction With Government Services

The success of the new federal COVID test kit website shows what behavioral science can offer to help make services more accessible.

GovExec Daily: Government Customer Service Needs to Improve

James Isaacs joins the podcast to discuss how the Biden administration can improve citizen interactions.

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.

GovExec Daily: Administrative Burdens in the Immigration System

Dr. Pamela Herd and Dr. Donald Moynihan join the show to discuss their recent paper on the Kakfa-esque bureacracy that meets migrants.

Lawmakers Question Agencies on Implementation of Customer Service Act 

The law requires agencies to accept digital signatures to authorize congressional offices to help constituents.