Tech
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.
Management
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.
Tech
GovExec Daily: Government Customer Service Needs to Improve
James Isaacs joins the podcast to discuss how the Biden administration can improve citizen interactions.
Management
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.
Workforce
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.
Oversight
Lawmakers Question Agencies on Implementation of Customer Service Act
The law requires agencies to accept digital signatures to authorize congressional offices to help constituents.
Management
GovExec Daily: How to Make The Customer Service Order Work
Stan Soloway joins the podcast to discuss the administration's priorities.
Workforce
GovExec Daily: Using Postcards to Make People Interact with Government More Easily
Dr. Katerina Linos joins the podcast to discuss how to make customer service more effective in government… in a very low-tech way.
Workforce
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.
Management
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.
Management
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.
Management
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.
Management
Building a Better Experience for Government’s Customers
The pandemic is spurring some agencies to retool the way they interact with the public.
Oversight
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.
Management
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.
Management
What Popular Government Service Providers Could Teach Other Agencies
First of its kind report looks at successful practices that could be replicated governmentwide.
Management
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.
Management
Taxpayer Advocate Details Shutdown's Impact in Her Final Report
Retiring Nina Olson cites harm to customer service as well as staff training.
Management
Democrats Ramp Up Attacks on Agriculture’s Planned Office Relocations
With a site announcement imminent, lawmakers demand documents and move to block plan.
Management