Tech
USDA seeks fellows for its new digital service team
The tour-of-duty positions will “act as firefighters” to address pressing challenges across the Department of Agriculture, according to the agency’s CIO.
Tech
Vet centers need better systems, data to enhance support services
Watchdog officials warned lawmakers that the community-based counseling centers for returning veterans use a platform for identifying those at high risk of suicide that is “neither effectively nor consistently utilized.”
Tech
IRS gears up to launch Direct File pilot
The pilot will only be available on a limited basis to certain taxpayers.
Management
FEMA to overhaul its disaster aid system after decades of criticism
The agency will offer upfront cash payments to disaster survivors and slash some of its infamous red tape.
Tech
Senators call for Transportation to offer ‘accessible, mobile-friendly’ service animal form
Sens. Ron Wyden, D-Ore., and Tammy Duckworth, D-Ill., called the paperwork that disabled Americans need to complete before traveling with their service animals “poorly designed and needlessly difficult to complete.”
Management
Education Department withholds payments from student loan servicers
The department says Maximus' Aidvantage subsidiary, EdFinancial and Nelnet are not sending timely and accurate statements to borrowers.
Exclusive
Management
TSA survey reveals 93% of travelers satisfied with passenger experience
Even more travelers were confident in the Transportation Security Administration’s ability to keep air travel safe.
Tech
IRS direct file participants will have to use ID.me for identity verification
The agency still isn't ready to field the government-provided Login.gov for digital access to taxpayer services.
Management
Acting Social Security chief highlights recent successes ahead of exit
Despite a series of challenges throughout her tenure, Acting Social Security Commissioner Kilolo Kijakazi sought to tout advances made under her watch ahead of the installation of former Maryland Gov. Martin O’Malley following his confirmation Monday.
Tech
GSA launches text message service for government programs in four localities and states
Norfolk, Virginia has already been using the service to remind people about Medicaid recertification.
Management
OMB adds metrics to digital experience oversight
The Office of Management and Budget is piloting new digital experience indicators based on recently released guidance for the 21st Century IDEA Act.
Tech
DHS aims to cut another 10M hours of paperwork
Within the newly formalized DHS Customer Experience Office, “our biggest challenge is that the demand far outstrips the supply,” said its leader, Dana Chisnell.
Management
VA is leading the way to restoring trust in government
COMMENTARY | The hard work of improving customer experience can restore faith and trust in government institutions.
Management
Customer satisfaction with the federal government jumps, again
Citizen satisfaction increased almost 3% in 2023, according to the latest data from the American Customer Satisfaction Index.
Pay & Benefits
Senate panel advances measures to overhaul federal workers’ death benefits, agency customer service
The money families of federal workers who die while on the job receive in gratuity and funerary benefits has not been updated since 1997.
Management
Lawmakers propose establishing a new customer experience chief at OMB
A House bill would also have agencies tap a senior official to coordinate improvements to government services.
Management
Senate lawmakers float plan to revamp agencies’ customer service
The Improving Government Services Act would require agencies to develop plans to implement private-sector customer experience best practices into how they interact with members of the public.
Tech
The White House’s tech team, 10 years after HealthCare.gov
Mina Hsiang, the administrator of the U.S. Digital Service, was on the team that saved the flawed website supporting Affordable Care Act enrollment 10 years ago. Now, she leads the tech team born from that crisis.
Management
The government management paradox
COMMENTARY | Change is hard, but agencies can significantly improve their operational performance to deliver on highly complex programs.
Tech