Management
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.
Tech
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.
Oversight
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.
Oversight
Lawmakers Push IRS on Backlog and Customer Service Problems
The agency says it's aiming to get to a "healthy" backlog level by the end of the year, but in June, the National Taxpayer Advocate said that would be "difficult" for the agency to do.
Workforce
GovExec Daily: Using The Citizen Experience to Increase Trust in Government
William Eggers joins the podcast to discuss how CX can be part of ways citizen feel about the levels of government.
Tech
Digital Identity Challenges Could Be a Roadblock to Improved CX
Government agencies are currently wrestling with how exactly to verify Americans who want to access federal programs and services.
Workforce
The Public Service Loan Forgiveness Program Works… Sometimes
Readers share their experiences with the Education Department program that was recently overhauled. Challenges still remain, though the October changes did help many.
Tech
How the Tech Modernization Fund Is Managing its Commitment to Customer Experience Projects
Having technologists on the team assessing potential projects and active TMF investments has been a key change over the past year, program leaders told FCW.
Management
$100M of Technology Modernization Fund Spending Is Tagged for Customer Experience Projects
The money, coming from the $1 billion investment in TMF made by the American Rescue Plan Act, will help implement the executive order on customer experience.
Tech
GovExec Daily: Making Government Customer Service More Positive
Deloitte's RJ Krawiec joins the podcast to discuss the future of customer experience.
Tech
GovExec Daily: On the Web, Government Customer Satisfaction is Dropping
CFI's Sheri Petras joins the podcast to discuss her organization's latest report about government customer service.
Workforce
GovExec Daily: You Need to Understand How to Best Use Data
Data Society's Merav Yuravlivker joins the podcast to discuss how government can better use information for better customer experience and mission delivery.
Tech
The White House Is Looking to Focus Service Delivery Around 'Life Events'
The Biden administration is fleshing out a plan to organize government services around the needs of Americans and not around agency org charts.
Management
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.
Tech
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.
Management
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.
Management
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.
Workforce
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.
Tech
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.
Tech
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.
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