Customer Service

Senators call for Transportation to offer ‘accessible, mobile-friendly’ service animal form

Sens. Ron Wyden, D-Ore., and Tammy Duckworth, D-Ill., called the paperwork that disabled Americans need to complete before traveling with their service animals “poorly designed and needlessly difficult to complete.”

Education Department withholds payments from student loan servicers

The department says Maximus' Aidvantage subsidiary, EdFinancial and Nelnet are not sending timely and accurate statements to borrowers.

Exclusive

TSA survey reveals 93% of travelers satisfied with passenger experience

Even more travelers were confident in the Transportation Security Administration’s ability to keep air travel safe.

IRS direct file participants will have to use ID.me for identity verification

The agency still isn't ready to field the government-provided Login.gov for digital access to taxpayer services.

Acting Social Security chief highlights recent successes ahead of exit

Despite a series of challenges throughout her tenure, Acting Social Security Commissioner Kilolo Kijakazi sought to tout advances made under her watch ahead of the installation of former Maryland Gov. Martin O’Malley following his confirmation Monday.

GSA launches text message service for government programs in four localities and states

Norfolk, Virginia has already been using the service to remind people about Medicaid recertification.

OMB adds metrics to digital experience oversight

The Office of Management and Budget is piloting new digital experience indicators based on recently released guidance for the 21st Century IDEA Act.

DHS aims to cut another 10M hours of paperwork

Within the newly formalized DHS Customer Experience Office, “our biggest challenge is that the demand far outstrips the supply,” said its leader, Dana Chisnell.

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.