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How a human-centric mindset helps agencies deliver essential services
The federal government is struggling to improve key customer experience measures including satisfaction and trust.
By Frank Antezana
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US under Biden will no longer call migrants ‘illegal aliens’
Instead of “illegal aliens,” the employees of CBP and ICE should instead use “undocumented noncitizen” or “undocumented individual,” according to guidelines set by the Biden administration.
Why customer-centered government empowers feds
As agencies strive to improve citizen satisfaction, federal employees will get the chance to voice their opinions on how to create better services.
By Jessie Bur
When delivering citizen services, consistency is key
Conflicting messages remain a major impediment for citizens looking to obtain the right information about government services.
By Kathleen Lear
The robots are here, so welcome them
Intelligent automation tools can enhance government efficiency and citizen engagement.
By Jeffrey C. Steinhoff, Andrew C. Lewis and Kirke E. Everson
More people are using federal websites; and more hate them
Citizen interaction with federal websites is up, while satisfaction is down, according to Forrester Consulting.
By Michael Peck