customer service

IRS gearing up for next filing season but still dealing with 6M tax return backlog

The agency will start accepting and processing 2021 tax returns on Jan. 24, more than two weeks earlier than when it started last year’s filing season.

Management

The Cross Hall of the White House is decorated for the holiday season during a press preview of the White House holiday decorations, Monday, Nov. 29, 2021, in Washington. (AP Photo/Evan Vucci)

OMB seeking feedback on first-ever PMA learning agenda

Management

(AP Photo/Andrew Harnik)

Biden executive order seeks ‘seamless’ customer experience across federal services

Management

(AP Photo/Susan Walsh)

Biden administration details initial vision, three top priorities under President’s Management Agenda

Management

Getty Images/iStockphoto/Tero Vesalainen

Public trust in government still lags, despite some agency improvements with customer transactions

Management

(Getty Images/iStockphoto/Jirsak)

Why Biden’s internal federal workforce and external equity initiatives go hand in hand

Management

Whether on rotary or smart phone, citizens want to call you

Federal Report

Tammy L. Whitcomb, Inspector General at the United States Postal Service

Postal Service trying to make customers more aware of where lags in mail delivery occur

Workforce

How can the IRS improve its operations for the next filing season?

Workforce

Exclusive

OMB, OPM to set up new hiring assessment line of business as part of IT modernization push

Reporter's Notebook

From pandemic to SolarWinds and ice storms, managed services saving VA’s help desk from customer woes

Technology

FILE - In this Nov. 25, 2015 file photo, Transportation Security Administration agents check travelers identifications at a security check point area in Terminal 3 at O'Hare International Airport in Chicago. Fliers who don't have the latest driver's licenses will have a two-year reprieve before their IDs are rejected at airport security checkpoints. Many travelers had been worried that the Transportation Security Administration would penalize them because of a federal law requiring the more-stringent IDs at the start of this year. (AP Photo/Nam Y. Huh, File)

Agencies see success in customer journey maps — now employees are getting their own

Veterans Affairs recently created the first-ever employee journey map, which the Trump administration sees as a potential tool for agencies. Journey maps…

Management

VA shares recipes for success with new customer experience ‘cookbook’ for agencies

Department of Veterans Affairs has also developed employee journey map, which describes key career moments for its workforce. VA said it’s using the map…

Veterans Affairs

How VBA turned customer feedback into new legislation in two weeks

Management

Agencies are increasingly turning to online feedback as a way to communicate and respond to their customers during the pandemic. In the case of the Veterans Benefits Administration, that feedback led to new legislation in a matter of weeks.