customer service

(Getty Images/iStockphoto/Jirsak)federal hiring

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

Federal agencies are simultaneously assessing the state of diversity, equity, inclusion and accessibility inside their own workforces and in the external…

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Postal Service)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

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IT modernization

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

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(AP Photo/Nam Y. Huh)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

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Amelia Brust/Federal News Network

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

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telework, coronavirus

SSA employees get more time to adjust to upcoming telework cancellation

The Social Security Administration said Friday it would delay the end of its telework program by two additional weeks to give operations employees more…

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Getty Images/iStockphoto/Tero Vesalainencustomer experience

4 ways to improve your customer experience, from agencies already deep in the trenches

Embracing culture change and appointing a senior leader to develop and manage a organizational roadmap are among the ways agencies can improve their customer…

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JOLIET, ILLINOIS / UNITED STATES - NOVEMBER 1, 2015: One may apply for social security disability, retirement, and survivor benefits at the Social Security Administration Building in Joliet.

SSA announces hiring freeze at headquarters, regional components

The Social Security Administration is implementing a hiring freeze at headquarters and regional office components to focus more resources on public-facing customer services, Commissioner Andrew Saul told employees.

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