customer service

IRS commissioner charts year-long progress in agency’s ‘tech-enabled transformation’

The Internal Revenue Service saw a major turnaround in its level of customer service this year, and will continue to deliver on a higher level of service…

Workforce

OMB focused on automation, federal employee satisfaction as keys to better public-facing services

Workforce

Transforming government payments: From convenience to customization in the digital era

Commentary

Following tumultuous launch, TSP contractor promises more improvements still ahead

TSP

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

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

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

TSP

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

Few services to the public can be as troublesome as agency contact centers, just ask the IRS.

Technology

How could improving customer experience boost trust in government?

It doesn’t stand still, but the government’s level of service always seems to lag that of the private sector. According to Brookings Institution fellow…

Management

Anything can have DEIA if agencies look hard enough

Federal Report

If agencies only measure diversity, equity, inclusion and accessibility through hiring numbers they risk overlooking other, equally important gaps in their systems and policies.