customer service

AP/Patrick Semanskyaudit rate

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.

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(AP Photo/Andrew Harnik)Joe Biden

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

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(AP Photo/Susan Walsh)Joe Biden

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

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Getty Images/iStockphoto/Tero Vesalainencustomer experience

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

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(Getty Images/iStockphoto/Jirsak)federal hiring

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

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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

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

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Amelia Brust/Federal News Network

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…

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FILE - In this June 21, 2013, file photo, the seal affixed to the front of the Department of Veterans Affairs building in Washington. The Department of Veterans Affairs is warning of a rapidly growing backlog for veterans who seek to appeal decisions involving disability benefits, saying it will need much more staff even as money remains in question due to a tightening Trump administration budget.  (AP Photo/Charles Dharapak, File)

How VBA turned customer feedback into new legislation in two weeks

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.

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