Customer Service
Lawmakers press VA to report on the delays in its burn pit registry revamp
An October 2022 report from the National Academies of Sciences, Engineering and Medicine said VA should “initiate a new phase” of its Airborne Hazards and Open Burn Pit Registry to make it “a user-friendly, efficient and effective resource.”
Education Department official says they are making fixes on the FAFSA at a 'rapid pace'
Though users faced glitches and technical errors after the Jan. 8 official debut for the 2024-25 federal student aid form, Under Secretary of Education James Kvaal cites progress and says they will "continue to try and make this process easier and faster for all students."
House panel advances bill to study TSA’s embrace of digital IDs
Travelers from nine states can now use mobile driver’s licenses to verify their identities at 27 U.S. airports.
Exclusive
Martin O’Malley is on a one-year sprint to save Social Security
Despite shaking up the culture one of Washington’s most risk-averse agencies, the former governor said his biggest task is convincing Congress to reinvest in the Social Security Administration’s administrative overhead.
DOJ launches a CX-focused initiative
The first project in the new push is focusing on improving the portals Americans use to report crimes to the Justice Department.
Agencies are on the clock to improve their digital accessibility — here’s how they’re doing so far
Guidance issued last fall set standards and benchmarks for agencies to improve their many public-facing websites.
Inside the Department of Labor’s collaboration with New Jersey to overhaul unemployment programs
A new application for unemployment claims in the Garden State marks the result of a years-long federal effort to help states modernize their jobless aid efforts.
House takes a bipartisan vote to hold agencies accountable for better customer service
The measure would make improvements to an "unaccountable, antiquated and Byzantine" federal bureaucracy.
House passes GSA transparency bill to track tech projects
Rep. Pete Sessions, R-Texas, said he introduced the bill to respond to the agency's misrepresentations about the capabilities of the government-run digital identity service Login.gov.
SSA launches a public data hub for customer service goals
The new online portal offers a look at how the agency is doing, as its new commissioner passes his 100-day mark on the job.
States get streamlined access to Treasury’s Do Not Pay system for unemployment
The move comes as federal agencies have worked with states to combat the rise in jobless aid fraud following the pandemic.
Education secretary pledges troubled online student aid tool will be ready for next fall
The online Free Application for Federal Student Aid tool had a rocky release, with bad data and uptime problems, but the Department of Education is looking for improvements next year.
Featured eBooks
