customer service

A Transportation Security Administration officer checks travelers as they make their way through security at Love Field in Dallas, Tuesday, April 19, 2022. The major airlines and many of the busiest airports dropped their requirements after a Florida judge struck down the CDC mandate and the TSA announced it wouldn't enforce its 2021 security directive. (AP Photo/LM Otero)

Customs and Border Protection feels the return to international travel

One sign that the world is sort of back to normal, more people than ever are signing up for the various Trusted Traveler programs.

Workforce

(Amelia Brust/Federal News Network)

TSP board shares ‘optimistic’ timeline for resolving call center issues

TSP

Getty Images/iStockphoto/Tero Vesalainen

Exclusive

Survey shows new TSP system difficult to navigate for some participants

TSP

Amelia Brust/Federal News Network

TSP board scales up customer service staff after major system update

TSP

Federal News Network

Program Support Center, HHS, phone, computer

How to fix the festering problem of federal contact centers

Technology

Getty Images/iStockphoto/Tero Vesalainen

How could improving customer experience boost trust in government?

Management

Amelia Brust/Federal News Network

Anything can have DEIA if agencies look hard enough

Federal Report

Parcels jam a conveyor belt at the United States Postal Service sorting and processing facility, Thursday, Nov. 18, 2021, in Boston. On the busiest days, about 170,000 packages are processed at the facility. Last year's holiday season was far from the most wonderful time of the year for the beleaguered U.S. Postal Service. Shippers are now gearing up for another holiday crush.(AP Photo/Charles Krupa)

USPS scores lower on customer satisfaction, on-time delivery in fiscal 2021

Agency Oversight

First pulse survey results are out and SSA didn’t do too well

Unions

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

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

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

The final executive order contains many of the same elements from a draft version of the executive order that Federal News Network obtained last month.

Management

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

The Biden administration on Thursday described three broad priorities and several underlying strategies that will inform the President’s Management Agenda….

Management

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

Management

When it comes to improving customer service, Clare Martorana, the federal chief information officer, said agencies are trying to think less about individual transactions and more about the experiences Americans have with government at various stages of their lives.