Tech
GovExec Daily: How the Internal Revenue Service is Modernizing
Nextgov's Frank Konkel speaks to Annette Jones, assistant to the chief taxpayer Experience Officer at the IRS, about the present and future of the tax agency.
Tech
Only a Transformation of Service Delivery Can Rebuild Trust in Government. Here’s How.
The COVID-19 pandemic proved all federal agencies need to become great at service delivery, and an executive order provides the authority. It's time to get moving.
Management
Trust in the Federal Government is Low, But Views of Feds Are Mostly Positive
A recent survey brought many high marks for federal employees and individual agencies.
Tech
GovExec Daily: How Government Can Be a Platform
Accela's Tom Nieto joins the podcast to discuss government and technology access.
Tech
Social Security Seeks $2.4B in IT Funding and Looks Ahead After 5-Year Modernization Plan
Included in the ask is more than $1.5 billion in IT services, representing a 40% increase over the previous year.
Management
The Biden Administration Can Seize a Once-in-a-Generation Opportunity to Advance Equity. Here’s How.
The administration must reset its relationship with people who lack access to federal services.
Tech
IRS Backs Away From Facial Recognition Technology
The move comes after a letter from Senate Finance Committee chair Sen. Ron Wyden urged the tax agency to end a controversial contract with ID.me that requires taxpayers to submit biometric data to file tax returns online.
Management
Using Behavioral Science is One Way to Increase Satisfaction With Government Services
The success of the new federal COVID test kit website shows what behavioral science can offer to help make services more accessible.
Tech
GovExec Daily: Government Customer Service Needs to Improve
James Isaacs joins the podcast to discuss how the Biden administration can improve citizen interactions.
Management
Citizen Satisfaction With Federal Government Services Hits All-Time Low
The American Customer Satisfaction Index 2021 Federal Government Report showed citizen satisfaction in government services in a freefall over the last four years, with declines across all driving indicators of satisfaction.
Workforce
GovExec Daily: Administrative Burdens in the Immigration System
Dr. Pamela Herd and Dr. Donald Moynihan join the show to discuss their recent paper on the Kakfa-esque bureacracy that meets migrants.
Oversight
Lawmakers Question Agencies on Implementation of Customer Service Act
The law requires agencies to accept digital signatures to authorize congressional offices to help constituents.
Management
GovExec Daily: How to Make The Customer Service Order Work
Stan Soloway joins the podcast to discuss the administration's priorities.
Workforce
GovExec Daily: Using Postcards to Make People Interact with Government More Easily
Dr. Katerina Linos joins the podcast to discuss how to make customer service more effective in government… in a very low-tech way.
Workforce
To Get People the Help They Need from the Government, Postcards May Be the Answer
Government agencies are setting up new websites and phone hotlines to provide information. But those might not be the best ways to engage with people who need help the most.
Management
Can Biden Deliver Better ‘Customer Experience’ for Americans Than His Predecessors?
He is now the fifth president since Bill Clinton to announce a new customer focus for federal services.
Management
Biden Orders Agencies to Take Steps to Improve Government Customer Service
The people-first approach tackles everything from federal benefits to passport services to disaster recovery.
Management
Restoring Trust in Government One Customer at a Time
Improving trust will require more than just improving services to citizens, but it’s a critical start.
Management
Building a Better Experience for Government’s Customers
The pandemic is spurring some agencies to retool the way they interact with the public.
Oversight
Senate Investigation Criticizes the IRS for Failing to Oversee Free Filing Program
Millions of Americans have spent billions on TurboTax and other tax prep that they shouldn’t have. The Senate’s Permanent Subcommittee on Investigations recommends the IRS advertise the free filing option.
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