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Amelia Brust/Federal News Networkcustomer experience, customer service, customer support, glitch, technology, digital government, computer, phone, mobile device, CX, UX

Why a good digital experience can boost trust in federal agencies

When people go online to get information, their expectations have been set by their daily activities. For most, that involves going online and purchasing…

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A TSA worker checks an identification card, Friday, Jan. 25, 2019, at Seattle-Tacoma International Airport in Seattle. Yielding to mounting pressure and growing disruption, President Donald Trump and congressional leaders on Friday reached a short-term deal to reopen the government for three weeks while negotiations continue over the president's demands for money to build his long-promised wall at the U.S.-Mexico border. (AP Photo/Ted S. Warren)

From airports to immigration to emergency relief, DHS urged to improve ‘customer experience’

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FILE - A Pfizer COVID-19 vaccine is prepared at St Charles' Centre for Health and Wellbeing in London, Friday, Dec. 3, 2021. Everyone in Britain who is 50 or over will be offered a fourth dose of coronavirus vaccine in the fall it was announced Friday, July 15, 2022, lowering the age threshold from the previously announced 65. The Department of Health said it had accepted advice from the U.K.’s independent vaccines adviser about the autumn booster program. (AP Photo/Kirsty Wigglesworth, file)

Federal employees have more paid time off from OPM to get COVID-19 booster shots

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(AP Photo/Lynne Sladky)FILE - In this Nov. 20, 2020, file photo a U.S. Department of Homeland Security plaque is displayed a podium as international passengers arrive at Miami international Airport where they are screened by U.S. Customs and Border Protection in Miami. The damned-if-you-pay-damned-if-you-don’t dilemma on ransomware payments has left U.S. officials fumbling about how to respond. While the Biden administration “strongly discourages” paying, it recognizes that failing to pay would be suicidal for some victims. (AP Photo/Lynne Sladky, File)

This is only a test. Or is it? An update on the National Public Warning System

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FILE - Homeland Security logo is seen during a joint news conference in Washington, Feb. 25, 2015. The Department of Homeland Security paused the work of its new disinformation governance board Wednesday. The move responds to weeks of criticism from Republicans and questions about whether the board would impinge on Americans’ free speech rights. A statement says DHS’ advisory board on homeland security will review the board’s work. (AP Photo/Pablo Martinez Monsivais, File)

DHS looks to hire hundreds of ‘technologists’ to improve customer experience

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Amelia Brust/Federal News Network

Government has led in disaster recovery; Can it continue?

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(AP Photo/Carlos Giusti)FEMA

FEMA suffering staffing shortages as natural disasters intensify

The number of natural disasters requiring a federal response seem to be on the rise. Yet the first- response agency FEMA suffers from staffing shortages….

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ADVANCE FOR RELEASE SATURDAY, DEC. 19, 2020 AND THEREAFTER - Personal protective masks are displayed on a pallet of protective gloves in the warehouse at the Body Armor Outlet store, Wednesday, Dec. 9, 2020, in Salem, N.H. An Associated Press analysis shows states spent more than $7 billion this spring buying personal protective equipment like masks, gloves and gowns as well as vital medical devices like ventilators. (AP Photo/Charles Krupa)

The pandemic is by no means over, but the lessons learned are just beginning

What promises to be a long accounting for the federal response to the pandemic, it’s already underway.

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A Tuesday like no other: State Dept. remembers its 9/11 first responders and a new generation of diplomats

Workforce

As part of our special report, “A Tuesday like no other,” we spoke with members of the State Department about how Sept. 11 impacted them.

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