Management
The White House promotes success stories in the government’s customer experience push
Filling out forms to recertify for disability insurance is “more frightening than cancer,” one beneficiary said. The Social Security Administration is trying to make it easier.
Management
Inside DHS’ quest to streamline customer experience and ease public burden
The Department of Homeland Security’s CIO detailed how his agency saved the public 20 million hours accessing agency services in a move that signals a major culture change.
Management
Is government culture stifling customer experience innovation?
Risk aversion among government managers is blocking needed improvements to key programs, according to a recent white paper.
Tech
The IRS Will Test a Government-Run Free File System in 2024
The move could presage the large-scale deployment of free, government-furnished online tax prep services.
Workforce
The IRS Answered 2.4M More Taxpayer Phone Calls During 2023 Filing Season
Inflation Reduction Act funding paid dividends for the IRS during the 2023 tax filing season.
Tech
Customer Service, Life Experiences and Technology
Nextgov's Aaron Boyd joins the podcast to discuss his series on CX in government.
Management
Does The Government Care About Customer Experience? The Answer May Surprise You.
If done right, a customer experience strategy could help rebuild trust in the federal government.
Oversight
Login.gov Has a Long Road Ahead of It
FCW's Natalie Alms joins the podcast to discuss the government's SSO option.
Tech
Americans Are Interested in Digital Government Services
Deloitte’s Michele Causey joins the podcast to discuss a new survey about online government.
Oversight
Paying Your Taxes Is Complicated. Here's Why.
OpenSecrets' Anna Massoglia joins the podcast to discuss the influence of tax preparation industry lobbying money on the ways Americans interact with the IRS.
Tech
Planned Login-dot-gov Deployment at IRS is Postponed
The decision comes after concerns about implementing the sign-on service during tax season.
Tech
IRS Taxpayer Advocate Says Congress Shortchanged IT Modernization Efforts
Lawmakers didn’t allocate the $80 billion provided to the IRS in the right way, claims National Taxpayer Advocate Erin Collins, adding that IT modernization and taxpayer services aren’t getting the money they need.
Management
3 Customer Experience Tips for Feds from Feds
Two professional customer experience experts offered advice for other practitioners across the federal ranks this month.
Management
Safety Net Benefit Access is Uneven
The authors of a new Urban Institute report join the podcast to discuss administrative burdens in public assistance programs
Management
The State of Government-Speak in 2022: A Slight Dip in Agency Writing Grades, But Within That ‘A Far More Positive Story’
A nonprofit issued its annual report card on 21 executive branch agencies’ writing quality and organizational compliance with a 2010 law to combat jargon.
Tech
Improved Data Sharing Between SSA and USDA Could Streamline Benefits Delivery
Online application pilots are on the horizon with a new data-sharing update between the Social Security Administration and Agriculture Department.
Management
GovExec Daily: Federal Student Loan Forgiveness Is Still In Limbo
Clifford Robb joins the podcast to discuss administrative burdens in education forgiveness and the future of college debt.
Management
Bill to 'Stop the Government Speak' in Agency Documents Clears Senate
The proposal would expand and update an existing law on plain language requirements for agencies.
Management
For Federal Customer Service to Work, Congress, the White House and Agencies Need 'Fundamental' Change, Report Says
A new report from the Partnership for Public Service and Accenture Federal Services outlines the systemic barriers to customer experience, and the collaboration between Congress and the executive branch needed to address them.
Tech
The Move to Digital Government Requires More Than Just Tech
Processes, power and people are also crucial elements.
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