customer service

Following tumultuous launch, TSP contractor promises more improvements still ahead

After the major Thrift Savings Plan update last June, officials from Accenture Federal Services said they have made progress to resolve widespread issues…

TSP

Amelia Brust/Federal News Network

Biden administration outlines more plans to improve federal services, access to data

Management

‘We will continue to make tweaks’: FRTIB responds to feedback after TSP update

TSP

Amelia Brust/Federal News Network

customer experience, customer service, customer support, glitch, technology, digital government, computer, phone, mobile device, CX, UX

How local governments improve service delivery with a single citizen view

Commentary

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

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

TSP board scales up customer service staff after major system update

TSP

Program Support Center, HHS, phone, computer

How to fix the festering problem of federal contact centers

Technology

How could improving customer experience boost trust in government?

Management

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

The agency cites a lack of employee availability throughout the pandemic as a major factor behind these persistent challenges.

Agency Oversight

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

The Social Security Administration came out last or nearly last in nearly every measure in the recent pulse survey that came out from the Office of Management…

Unions

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

Management

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.