Customer Service
I spent 50 years in government and here’s how to fix it
COMMENTARY | After serving under presidents from Johnson to Obama, David Mader has seen what works and what doesn’t in government and why improving it is about making it serve the public better, not running it like a business.
A developing database of constituent complaints to Congress could help agencies find systemic issues in their public services
While Capitol Hill staffers help constituents when they have trouble getting assistance from an agency, there’s currently no way to track that information across congressional offices.
USDA wants to modernize farmer services, even as staffing cuts could hurt the effort
The department plans to digitize farmer-facing applications that are still on paper.
Smarter, Faster, Lighter: A roadmap for agile evidence building
COMMENTARY | With DOGE initiatives fundamentally changing the state of federal policy evaluation, it could be time to embrace more evidence-based approaches to assess agency actions.
‘Over half’ of federal websites got better in the past year, OMB official says
Metrics released by the Office of Management and Budget offer insight into how agencies are implementing the 21st Century IDEA Act.
Agencies still struggle with online accessibility, GSA says
The landscape under Trump 2.0 isn’t clear, either.
HHS’ 2024 AI use case inventory shows move toward internal chatbots
The agency reported 271 AI use cases in 2024, which it said represented a 66% increase from its reported 2023 total.
Satisfaction with government hits record high just before a new Trump admin
The incoming Trump administration casts an uncertain light on the customer experience gains made in recent years.
HHS to crack down on providers blocking access to electronic medical records
The Health and Human Services Department has received more than a thousand claims of blocked or stymied access to electronic health record information in recent years.
GSA's Login to offer face recognition to customer agencies
Agencies using the government-created service will have the option to incorporate new face-matching capabilities or stick with existing offerings.
Hill Dems question IRS on identity verification requirements for Direct File
Taxpayers had to go through outsourced identity verification to use Direct File during the last tax season, a level of assurance the lawmakers note is not required for commercial tax prep companies.
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Bipartisan Senate duo seeks to push IRS customer service forward
The tax agency is already working on some of the items in the bill — like improving online accounts.
Inside VA’s drive to offer rideshare services to vets
Since its launch in January 2022, the Veterans Health Administration’s rideshare program for veterans in need of medical-related transportation has provided more than 438,000 rides.
Education Department begins testing of new FAFSA form
The first of four testing periods for the online federal student aid application began on Tuesday with six community-based organizations.
USDA wraps equity commission, vows to continue work
The department will likely have to contend with anti-DEI efforts as it pursues this goal.
Customer experience bill passes Senate committee
The proposal is one of many that moved through House and Senate committees last week, including a transparency bill that brings additional congressional oversight to the General Services Administration.
'Gross negligence': Shortages in USDA food aid for Native Americans blasted in Congress
House Appropriations Chairman Tom Cole said the USDA had failed in its duty to provide “critical food assistance for tribal members and vulnerable senior citizens” for months.
U.S. Education Department to open new financial aid form to more applicants
The department named six participants who will help test the Free Application for Federal Student Aid form for 2025-2026 after the previous year's form faced technical glitches.
A Management Agenda for 2025 and beyond: Pivoting from outcomes to results
COMMENTARY | When it comes to creating a government that solves the country’s big problems, the people just don’t believe it’s happening. Here’s how to fix that.
Impasse on SNAP benefits holds up farm bill
The current law expires at the end of September. Congress appears likely to extend the 2018 farm bill again.
