Customer Experience

Inside DHS’ quest to streamline customer experience and ease public burden

The Department of Homeland Security’s CIO detailed how his agency saved the public 20 million hours accessing agency services in a move that signals a major culture change.

  • By Frank Konkel

Is government culture stifling CX innovation?

Risk aversion among government managers is blocking needed improvements to key programs, according to a recent white paper.

  • By Natalie Alms

Trade groups press White House to digitize forms of identification

Stronger digital identity solutions would curb future cyber attacks driven by identity and make stolen personal data less valuable, a coalition of 10 trade groups writes in a new letter.

  • By Natalie Alms

Budget and tech challenges loom over IRS's direct file pilot

The news of the forthcoming pilot was followed this week by a compromise debt ceiling bill that includes reallocating $20 billion of the funding the IRS got as part of the Inflation Reduction Act.

  • By Natalie Alms

Stakeholders wonder how to sustain CX momentum long-term

Is it time for a national strategy for customer experience?

  • By Natalie Alms

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.

  • By Natalie Alms and Adam Mazmanian

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.

  • By Kirsten Errick

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.”

  • By Edward Graham

Improving CX through consistency

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

  • By Andy Beamon

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.

  • By Chris Riotta

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.

  • By Erich Wagner
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