Customer Experience
Government is leveraging technology to improve public services and customer experience by enhancing accessibility, efficiency and user satisfaction. By integrating digital solutions like AI-driven chatbots, self-service portals and data analytics, agencies can streamline interactions, reduce wait times and deliver more personalized and transparent services to citizens via human-centered design.
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IRS Makes Direct File Code Public as Lawmakers Debate Program’s Fate
The agency sees the Direct File source code as beneficial to government digital services despite what happens with it in proposed budgets.
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FEHRM CTO Targets Two-Year Cloud Migration for Federal EHR
Lance Scott touts new EHR tech advancements, including cloud migration, expanded data exchange and AI integration to improve care delivery.
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- Artificial Intelligence
- Cloud
- Customer Experience
- Cybersecurity
- Defense
- Digital Services
- Health IT
- Presidential Transition
- Workforce
Federal Agencies Tout Tech in President Trump’s First 100 Days
Defense modernization and health care restructuring landed among some of the key IT highlights within the president's first few months.
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AI Boosts Customer Experience at Federal Contact Centers
Federal contact center leaders at DOL and VA are exploring AI's potential to drive efficiency and boost customer experience.
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Feds Modernize Services to Improve User Experience
Tech leaders at CMS, USPTO and IRS are leveraging tech and bolstering security to drive new efficiencies and enhance user experience.
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Platform One Tackles Next Phase in Software Delivery
The software delivery engine sets its sights on DevSecOps infrastructure and preparing for a post-quantum future as it matures.
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VA Secretary Doug Collins Promises Veteran-Centered Reform
The new VA Secretary Doug Collins targets user experience, veteran choice and modernization to advance bipartisan efforts like the PACT Act.
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VA Secretary Praises World-Class Presidential Transition Efforts
Secretary Denis McDonough said his team has provided tools for the Trump administration to tackle community care and EHR modernization.
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Mission Daybreak Tech Aims to Reduce Veteran Suicides
The VA’s Mission Daybreak grant program has developed innovative technologies to help VA providers reduce veteran suicides.
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- Artificial Intelligence
- Customer Experience
- Data
- Digitization
- Electronic Health Records
- Health care
- Health IT
VA Focuses on Continuous Improvement for 2026 EHR Rollout
VA plans to resume rollout of its EHR in FY 25, focusing recent feedback to drive continuous improvement amid the presidential transition.
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VHA Highlights Emerging Tech Impacts Over 2024
VHA's 2024 Innovation Report highlights the innovations enabling the agency to keep pace with the surge of claims and benefits delivery.
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Former Veterans Experience Chief Reflects on 3 Years at VA
John Boerstler led major customer experience programs that helped improve the agency's trust score and influence work across the government.
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