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. […]

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. […]

Four Federal government officials talked this week about how they’ve been working to implement the customer experience executive order issued by the Biden administration late last year that aims to put citizens at the center of better government service delivery. […]

Barton Phillips, vice president for Public Sector at DocuSign, detailed the Federal government’s relatively slow progress to date in digitizing citizen services – and what agencies need to do to operate seamlessly in the digital landscape – during an address at the MerITocracy American Innovation Forum on July 21. […]

Mina Hsiang, administrator of the U.S. Digital Service (USDS), offered her latest insights into current work and progress underway in executing on the White House’s customer experience executive order (CX EO) during remarks on July 21 at the MerITocracy American Innovation Forum. […]