Customer Service

The State of Government-Speak in 2022: A Slight Dip in Agency Writing Grades, But Within That ‘A Far More Positive Story’ 

A nonprofit issued its annual report card on 21 executive branch agencies’ writing quality and organizational compliance with a 2010 law to combat jargon.  

Improved Data Sharing Between SSA and USDA Could Streamline Benefits Delivery

Online application pilots are on the horizon with a new data-sharing update between the Social Security Administration and Agriculture Department.

GovExec Daily: Federal Student Loan Forgiveness Is Still In Limbo

Clifford Robb joins the podcast to discuss administrative burdens in education forgiveness and the future of college debt.

Bill to 'Stop the Government Speak' in Agency Documents Clears Senate

The proposal would expand and update an existing law on plain language requirements for agencies.

For Federal Customer Service to Work, Congress, the White House and Agencies Need 'Fundamental' Change, Report Says

A new report from the Partnership for Public Service and Accenture Federal Services outlines the systemic barriers to customer experience, and the collaboration between Congress and the executive branch needed to address them.

People Had Trouble Accessing Social Security During The Pandemic and GAO Wants Them to Develop a Plan to Do Better

A recent Government Accountability Office report says SSA is not doing enough to reach vulnerable populations.

The Attorney General Wants to Better Help Those With Limited English Proficiency

It's been over a decade since the department encouraged agencies to strengthen this commitment, Merrick Garland says.

GovExec Daily: Student Loan Forgiveness and Customer Service

Georgetown University’s Pamela Herd and Donald Moynihan join the podcast to discuss the lack of administrative burdens in the new Education Department application.

Two Democrats Have Spelled Out Exactly How They Want Agencies to Improve Services

A pair of House lawmakers wants agencies to allow Americans to spend less time on the phone and filling out paperwork when dealing with government.

More Than Half of People are Frustrated by Digital Government Services, Survey Finds

The report found that 46% of respondents would be more likely to use digital technology to access government services if the technology was easier to use.

GovExec Daily: Making Automated Customer Service More Empathetic

Deloitte's Marc Mancher's joins the podcast to discuss improving government customer service under budget restraints.

National Archives Plans Customer Service Research

The National Archives and Records Administration says that a new research agenda will help it understand what people who use the archives need, want and expect–and how the agency can meet those demands.

The White House Wants to Make Food Assistance Programs Easier to Use -- and Tech Plays a Big Part

Modernization and customer experience goals are folded into a new White House National Strategy on Hunger, Nutrition and Health that was released Tuesday.

OMB Prioritizes Customer Service in Budget Planning

The inclusion of customer experience and service delivery priorities in budget preparation guidance from OMB will likely get the attention of agencies as they prepare their budget requests for the next fiscal year, experts told FCW.

GovExec Daily: Who Gets To Know When You Die?

FCW's Natalie Alms joins the podcast to discuss how levels of government share death data.

The Inflation Reduction Act Will Require the IRS to Study Free Tax Filing Options

TurboTax maker Intuit has long blocked efforts to create free online tax filing for all, but this sweeping domestic policy bill provides $15 million to investigate how the IRS could implement such a program.