Customer Experience
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.
SSA changes phone fraud policies after finding very little fraud
The change follows reporting by Nextgov/FCW about the policy and its contributions to a slowdown in retirement claims processing.
Republicans want Treasury to study free tax filing options — again
The reconciliation text being considered by the House Ways and Means Committee includes $15 million for the IRS to study how to give Americans free ways to file their taxes that would replace both the Free File and Direct File programs.
IRS to lay off taxpayer experience, DEI staff
It is not clear what will happen next to projects being done by the Taxpayer Experience Office, like making IRS notices to taxpayers more simple.
Democrats confront SSA about disruptions to constituent SSI accounts
This is the first oversight effort of Senate Democrats’ new Social Security War Room.
CX lead at DHS announces departure from government
Dana Chisnell, the first DHS executive director for customer experience, said March 28 was her last day with the department and “my last official day working for the federal government.”
USPS plans to use AI to enhance customer service
USPS Vice President for Customer Experience Marc McCrery said the agency is looking to switch its call center platform to a cloud-based application this summer, which he said will be “the start of our AI journey.”
GSA preps code for shutdown of text service for government benefits
Though the agency did not confirm whether a Notify.gov shutdown was in the works, the agency’s Github repository shows code for an “end of life” banner for the service.
Legacy Systems Are Holding Back Government Service Delivery—Here’s How Agencies Can Move Forward
Modernization can save money.
Social Security shutters its civil rights and transformation offices
Among the people affected are those managing the agency’s website, a front door to services for Americans online.
5 things government agencies must consider for a holistic approach to next generation digital transformation
A new administration may merit new approaches to digital transformation.
‘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.
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IRS Direct File to open a week after Trump’s inauguration
Republicans on Capitol Hill have asked the incoming president to scrap the free tax filing service developed during the Biden administration.
Here are the tech bills the 118th Congress passed right before the new session
Some proposed tech legislation didn’t make it into law.
Government spending bill would also codify VA’s customer experience office
The continuing resolution to keep the government funded through March 14 would, in part, formalize a VA office that gathers feedback to improve veteran services.
SNAP theft reimbursements could end for many without congressional action by Friday
Senators are also urging the Agriculture Department to speed up its rulemaking around card security that could help prevent the problem.
SSA opens online application for core disability program
The online version of the form is limited to certain applicants.
Republican lawmakers ask Trump to kill IRS Direct File
The new program intended to enable free, online tax filing directly with the government has garnered controversy and praise since its inception.
Education launches 2025-26 FAFSA following weeks of testing
The public release of the online form follows a delayed and glitchy version released last year.
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.
