Customer Service

To Get People the Help They Need from the Government, Postcards May Be the Answer

Government agencies are setting up new websites and phone hotlines to provide information. But those might not be the best ways to engage with people who need help the most.

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.

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. 

Restoring Trust in Government One Customer at a Time

Improving trust will require more than just improving services to citizens, but it’s a critical start.

Building a Better Experience for Government’s Customers

The pandemic is spurring some agencies to retool the way they interact with the public.

Senate Investigation Criticizes the IRS for Failing to Oversee Free Filing Program

Millions of Americans have spent billions on TurboTax and other tax prep that they shouldn’t have. The Senate’s Permanent Subcommittee on Investigations recommends the IRS advertise the free filing option.

Report: IRS Should Have an Official In Charge of Customer Experience

The agency could also improve its website and share more feedback, analysts conclude in first-of-its-kind report.

What Popular Government Service Providers Could Teach Other Agencies

First of its kind report looks at successful practices that could be replicated governmentwide.

HHS’s Suspension of Acquisition Services Leaves Outside Agencies and Contractors in Limbo

It’s been three months since the department announced it was closing down its shared services operations, and many questions remain unanswered.

Taxpayer Advocate Details Shutdown's Impact in Her Final Report

Retiring Nina Olson cites harm to customer service as well as staff training.

Democrats Ramp Up Attacks on Agriculture’s Planned Office Relocations

With a site announcement imminent, lawmakers demand documents and move to block plan.

IRS Told to Do Better Research Before Closing Taxpayer Help Offices

Effort to save money by curbing face-to-face counseling ignored Congress’s directive.

IRS and Private Partners Tout Success in Combating Identity Theft

Numbers of reported taxpayer victims fell 71 percent from 2015 to 2018.

Alabama Senator to the IRS: Stop Picking on the South

Why are the rural poor audited more frequently than other groups, he asks, citing ProPublica. Another Democratic senator adds, “There are two tax codes in America, and there are also two enforcement regimes.”