Chief information officers (CIOs) at the Commerce Department and Federal Energy Regulatory Commission (FERC) said Thursday that they are rethinking traditional IT planning and modernization approaches as agencies face rising pressure to deliver faster, more flexible digital capabilities.  […]

Integrating artificial intelligence into customer experience (CX) services can empower veterans and other constituents to shape how they are served, a Department of Veterans Affairs (VA) CX expert said Tuesday.  […]

The White House Office of Information and Regulatory Affairs (OIRA) has published new guidance that will help Federal agencies conduct usability testing more quickly and effectively. […]

The Department of Defense (DoD) and its components are planning to add chief experience and customer experience officers to their leadership ranks – in line with trends at other Federal agencies that have been making pushes to boost their customer experience (CX) capabilities – a top customer experience official for the Pentagon said on Friday.   […]

Citizen satisfaction with U.S. Federal government services continued to improve in 2024, advancing 2.2 percent to a score of 69.7, and marking a seven-year high. […]

Top customer experience (CX) officials at the Department of Veterans Affairs (VA) and the Internal Revenue Service (IRS) detailed how their agencies are making major strides in the CX space – including the IRS testing new pilots for the upcoming tax season and the VA increasing trust to 80 percent. […]

As the nation’s largest law firm, the Department of Justice (DoJ) is looking to make its services more accessible, effective, and efficient through its newly launched “Access DOJ” customer experience (CX) hub. […]

The House of Representatives passed the Government Service Delivery Improvement Act via voice vote Tuesday, which aims to improve customer experience and accountability across the Federal government. […]

The Pentagon’s administrative and management support agency has developed and will soon implement a customer experience (CX) management plan, an agency official said on Tuesday. […]

Aiming to generate good customer experience across Federal agencies is far from a new concept, but the implementation of analytical and artificial intelligence-based tools across the Federal government is allowing for a much-needed revamp of how the government delivers services. […]

As Federal agencies are looking to improve customer experience (CX) across government, government officials at the Feb. 22 Digital Transformation Summit hosted by ACT-IAC and Carahsoft shared some of the ways they’re driving towards that goal, including through website modernization. […]

The House Oversight and Accountability Committee on Feb. 6 voted to approve the Government Service Delivery Improvement Act, which aims to improve customer experience and accountability across the Federal government in part by creating a new senior management position at the Office of Management and Budget (OMB) devoted to improving customer experience. […]

Four state and local government (SLG) agencies have partnered with the General Services Administration (GSA) to start sending customized text messages for application deadlines, interview reminders, fraud reduction, and other critical service updates to people who opt in as well as their own agency staff.   […]

While technology advancements are reshaping the way IT teams work together and driving organizational change across the Federal government, a top tech leader at the Office of Personnel Management (OPM) said Tuesday that a major piece of modernization for better citizen experiences is rooted in training the agency workforce in tech adoption. […]

Federal CIO Clare Martorana exhorted government officials along with technology vendors to seize the present moment to make needed improvements in how citizens interact with government agencies and services during a Dec. 7 keynote speech at ACT-IAC’s CX Summit event in Arlington, Va. […]

Citizen satisfaction with U.S. Federal government services continues to improve, advancing 2.9 percent to a score of 68.2, and led by a sharp increase in satisfaction with Federal websites, according to the American Customer Satisfaction Index (ACSI) Federal Government Report 2023 released today. […]

Sens. Gary Peters, D-Mich. – chairman of the Homeland Security and Governmental Affairs Committee – James Lankford, R-Okla., and John Cornyn, R-Texas., introduced bipartisan legislation to improve and streamline the customer service (CX) that Federal agencies provide in person, online, and over the phone.  […]

Federal agencies have increasingly adopted a human-centered approach to IT modernization to improve customer experience across the Federal government, and a key contributor to those efforts are the fruits of public-private partnerships. […]

Reps. Katie Porter, D-Calif., Gerry Connolly, D-Va., and Kweisi Mfume, D-Md., reintroduced legislation on April 18 that would codify into law parts of President Biden’s 2021 executive order (EO) that directs Federal to make citizen-focused improvements to government services. […]

The Office of Management and Budget (OMB) today released guidance updating requirements for Federal website domains – including .gov or .mil website domains – and marking another critical move in delivering trusted interactions to the American people when they visit official government sites.  […]

The Biden-Harris administration’s customer experience (CX) efforts may finally be paying off. After four years of measurements that show declining satisfaction, citizen satisfaction with Federal government services surged by 4.6 percent in 2022, according to the American Customer Satisfaction Index’s (ACSI) Federal Government Report 2022. […]

During the closing keynote speech at MeriTalk’s Dec. 8 “New & Next: The Government Tech Renaissance,” event in Washington, D.C., a top IT official at the Office of Personnel Management (OPM) said agencies need to take care of their employees first when it comes to implementing good customer experience (CX). […]

Rep. Ro Khanna, D-Calif., is working on legislation for next year that would create a chief design officer for the Federal government, he said today at MeriTalk’s “New & Next: The Government Tech Renaissance,” event in Washington, D.C. […]

The Federal government is due for a “customer-centric” redesign to address the primary root causes of customer experience (CX) challenges, according to a new report from the Partnership for Public Service and Accenture Federal Services. […]

The Department of Justice (DOJ) is pushing Federal agencies to take further steps to address language barriers in obtaining Federal services including those delivered in digital formats. […]

Reps. Katie Porter, D-Cali., and Gerry Connolly, D-VA., introduced new legislation last week that aims to strengthen how the Federal government serves the American public by giving six agencies specific marching orders on improving online and other services. […]

Ten months after President Biden released his executive order for government to improve customer experience, a new report from the Information Technology and Innovation Foundation (ITIF) argues that Federal agencies are “still doing a poor job of measuring satisfaction, and they are conspicuously lagging in offering digital services.” […]

Sixty-one percent of Americans said that their Federal digital customer experience (CX) is frustrating, according to a multi-country report published by Accenture last week. […]

Three officials from Federal agency high-impact service providers discussed new and innovative ways their agencies are reimagining customer experience (CX) by harnessing emerging tech as they drive toward the far-reaching CX improvement goals set out in President Biden’s executive order issued late last year. […]

The Department of Homeland Security’s (DHS) Customs and Border Protection (CBP) component is focusing its IT modernization efforts on improving cybersecurity and customer experience, the agency’s top tech official said this week. […]