customer service

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

Before the COVID-19 pandemic, many customers engaged with government sectors via physical payments of some kind, whether by mail-in checks or standing…

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

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

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

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

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

Unions

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 and Budget.