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

OMB memo directs agencies to study federal customer experience barriers

The Biden administration is calling on agencies to take a closer look at the burden individuals go through when applying for federal services.

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(AP Photo/Alex Brandon)FILE - In this April 5, 2009 file photo, the Department of Health and Human Services building is seen in Washington.  A government audit finds that more than 1 in 4 cases of possible sexual and physical abuse against nursing home patients apparently went unreported to police. The Health and Human Services inspector general's office faults Medicare for failing to enforce a federal law that requires nursing homes to immediately notify police.  (AP Photo/Alex Brandon, File)

Data management emerges as a top performance challenge for Health and Human Services

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Getty Images/iStockphoto/Tero Vesalainencustomer experience

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

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FILE - This Feb. 19, 2014, file photo, shows WhatsApp and Facebook app icons on a smartphone in New York. The government’s fight with Apple over an encrypted iPhone may be the first of many battles in a broader war over who gets access to individuals’ data, as more tech companies offer encrypted messaging and other services. WhatsApp, the globally popular messaging system owned by Facebook, has already run into trouble with Brazilian authorities, who arrested a Facebook executive earlier in March 2016 after the company said it had no way to unscramble a user’s encrypted messages. (AP Photo/Patrick Sison, File)

Rise of tweets, self-deleting encrypted messages concern lawmakers

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