Government websites lagging in customer service, scorecard shows

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Agencies face an uphill battle under the President’s Management Agenda to overhaul their technology for customer service. Not just uphill, but they also a long way to go. A respected federal customer service scorecard shows “.gov” websites lag behind over-the-phone and in-person services. Federal News Radio’s Jory Heckman spoke with Rick Parrish, Forrester’s principal analyst, for more on the 2018 scorecard on Federal Drive with Tom Temin.