customer experience

Amelia Brust/Federal News NetworkGSA, General Services Administration

GSA looks to reach 100M Login.gov users by year’s end, starting with VA partnership

The Biden administration is setting a high bar for customer experience across government, but it’s the General Services Administration that’s laying…

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Week 13

To improve its customer experience, SSA found an unusual partner from the NFL

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Getty Images/iStockphoto/Tero Vesalainencustomer experience

Why customer experience is so challenging for federal agencies

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Getty Images/iStockphoto/Tero Vesalainencustomer experience

Survey shows new TSP system difficult to navigate for some participants

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Amelia Brust/Federal News NetworkTSP errors

TSP board scales up customer service staff after major system update

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USDA wants employees and vendors who can take them into the future of CX

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Amelia Brust/Federal News NetworkCDM

‘Don’t suffer in silence,’ federal IT leaders say on DevSecOps implementation

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Federal News NetworkProgram Support Center, HHS, phone, computer

How to fix the festering problem of federal contact centers

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Getty Images/iStockphoto/Tero Vesalainencustomer experience

Improving digital government experience

For citizens, interacting with the government, particularly online, can be frustrating. Those interactions can also be challenging for the agency professionals…

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Getty Images/iStockphoto/Tero Vesalainencustomer experience

Grumpy feds won’t give good customer service

As last Sunday’s Super Bowl recedes into old news, I think there’s a lesson for federal employees who work far below the political level.

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FILE - In this March 22, 2013 file photo, the exterior of the Internal Revenue Service building in Washington. As millions of Americans file their income tax returns, their chances of getting audited by the IRS have rarely been so low. The number of people audited by the IRS last year dropped for the sixth straight year, to just over 1 million. The last time so few people were audited was 2004, when the population was significantly smaller.  (AP Photo/Susan Walsh, File)

IRS ‘struck a nerve’ with facial recognition, but pieces missing in fight against fraud

But agencies, amid a surge in public demand to use government services digitally, as well as a rise in improper payments from COVID-19 stimulus programs, face growing pressure to make customer services easier to access, but also more secure.

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