Customer Experience

Federal CIO charts path to streamlining government services

Current restrictions prevent agencies from easily sharing data to support public-facing online tools, but that could change.

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.

DHS launches 'largest customer experience hiring initiative’ with hundreds of technologist positions

The agency’s recruitment initiative comes in response to President Joe Biden’s 2021 executive order seeking to streamline the “government-to-customer delivery process.”

Improving CX through consistency

It only takes one bad interaction to sink an agency's brand and one good experience to establish a supporter.

Bill aims to create one disaster recovery assistance application

Simplifying the application process would remove the burden on disaster survivors seeking federal assistance in the wake of hurricanes, floods, wildfires and more, lawmakers say.

TSP officials say they’re nearing ‘normalcy’ after a troublesome recordkeeper transition

Wait times on the customer service number for the federal government’s 401(k)-style retirement savings plan are down from over two hours to 15 minutes on average.