(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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SSA employees get more time to adjust to upcoming telework cancellation

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

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Linkedin

Congress wants more data on citizens’ experiences dealing with government

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OPM

OMB’s Weichert: Employee retention may improve with customer experience overhaul

OMB has doubled down efforts to transform customer experience in government as a way to address other top management challenges.

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artificial intelligence, intelligence community

Many reasons for AI but where does federal government stand?

From depletion of clerical ranks to the need to rev up customer service, federal agencies have a lot of incentives to bring on artificial intelligence.

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Trump admin looks to overhaul Paperwork Reduction Act to ease customer service overhaul

Despite the momentum gathering around the Trump administration’s priority around transforming customer service in government, agencies still face challenges getting feedback from the public under the Paperwork Reduction Act (PRA).

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