customer experience

Getty Images/iStockphoto/jdwfotorecords backlog in a file cabinet

Government sometimes looks like a backlog backwater

Agencies could enhance customer experience if they could permanently end their backlog of cases. But that requires investment in new staff, processes or tools.

Read more
FILE - The Department of Homeland Security logo is seen during a news conference in Washington, Feb. 25, 2015. DHS says a looming Supreme Court decision on abortion, an increase of migrants at the U.S.-Mexico border and the midterm elections are potential triggers for extremist violence over the next six months. DHS said June 7, 2022, in the National Terrorism Advisory System bulletin the U.S. was in a

DHS sees ‘usability testing’ as central to big burden reduction goals

Read more
Jason Miller, the deputy director for management at the Office of Management and Budget, highlighted federal customer experience successes at a White House event on Dec. 6. (Photo by Jason Miller/FNN)

OMB’s Miller wants to ‘destroy’ the saying ‘good enough for government work’

Read more
Getty Images/iStockphoto/Tero Vesalainencustomer experience

OMB focused on automation, federal employee satisfaction as keys to better public-facing services

Read more
Amelia Brust/Federal News Networkcustomer experience, customer service, customer support, glitch, technology, digital government, computer, phone, mobile device, CX, UX

Why the public sector is prioritizing the customer experience amid new economic challenges

Read more
(AP Photo/Lynne Sladky)FILE - In this Nov. 20, 2020, file photo a U.S. Department of Homeland Security plaque is displayed a podium as international passengers arrive at Miami international Airport where they are screened by U.S. Customs and Border Protection in Miami. The damned-if-you-pay-damned-if-you-don’t dilemma on ransomware payments has left U.S. officials fumbling about how to respond. While the Biden administration “strongly discourages” paying, it recognizes that failing to pay would be suicidal for some victims. (AP Photo/Lynne Sladky, File)

DHS’ move to agile development to buoy customer experience too

Read more

Several Navy PEOs put personnel first in modernization efforts

Read more

Pivoting to a total experience strategy: A necessity for governments today

Read more
Amelia Brust/Federal News Networkcustomer experience, customer service, customer support, glitch, technology, digital government, computer, phone, mobile device

GSA considers text messages as new frontier for better customer experience

A cross-agency team focused on how the federal government can improve public-facing services online is looking at text messages as the new frontier for…

Read more
OMB

OMB gives agencies a 10-year digital services transformation framework

OMB’s new guidance, Delivering a Digital-First Public Experience, seeks to accomplish the spirit and intent of the 2018 21st Century IDEA Act.

Read more

Real-time feedback is central to FDA’s upcoming goals for customer experience

The Food and Drug Administration is looking to reach better customer experience by focusing on employee satisfaction and more consistent feedback loops.

Read more