customer experience
New Jersey uses AI as a tool to boost resident and staff experiences
A new report from the state highlights how AI is helping the state improve service delivery for residents for critical resources like food assistance and unemployment insurance.
Colorado town strives to become an ‘agentic smart city’
Vail has implemented a smart city platform that municipal leaders hope will improve government operations and boost customer experience.
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Direct File won’t happen in 2026, IRS tells states
The free service that allowed taxpayers to file online directly with the IRS was used by hundreds of thousands of taxpayers in 2024 and 2025, who gave it high marks — although tax prep companies and Republicans have sought its end.
Report: Better customer experience can smooth states’ rollout of new federal benefit requirements
A new report indicates that improving customer experience for those interacting with their benefit systems can help alleviate some pressure on states looking to upgrade them ahead of new federal rules.
Human knowledge and feedback are key for building trustworthy digital services, experts say
By building public assistance systems around the human experience, agencies are more likely to save time and resources, experts say.
Boston invests in curb management tech to improve resident satisfaction
A new digital payment infrastructure for curb management is helping the city better meet residents’ needs.
How centralized design systems help build trust in digital services
A new resource from the Beeck Center highlights how states can improve online experiences for residents by creating a standard design system for agencies to follow.
Planning for mega-events: How governments can prepare for the World Cup
COMMENTARY | Infrastructure could be overwhelmed next year as millions of visitors descend on the nation’s cities. Preparing now and embracing digital tools can help mitigate the worst scenarios.
DC office releases guide for public servants to make digital forms accessible
A research and design team from Washington, D.C., has developed a field guide that officials can leverage to develop and test the accessibility of digital forms.
How one local government is making payments easier for residents
Offering residents a way to submit payments through text or email is one way to boost their accessibility and satisfaction with government services, one official says.
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Trump signs order calling for improved government design
The new “America by Design” effort includes a recruiting push for relevant talent — though the administration has shed many government designers since Trump took office.
How Maryland is approaching statewide IT modernization
The state released an IT master plan that aims to innovate how state employees approach emerging technologies and how services are delivered to residents.
Quality digital solutions can build public trust, report finds
Digital services that are transparent and informative can help build residents’ trust in their local governments, a new report from CivicPlus says.
NIST releases final digital identity guidelines after years of drafts
The new guidelines remove mentions of equity that NIST had included in previous draft updates.
How one state strives to reduce the burden of benefits application for residents
Maryland residents have a new resource to digitally apply for multiple benefits programs, which one official says helps streamline the process and reduces in-person transactions.
The silent crisis in government customer experience: When digital gains don’t reach the people
COMMENTARY | Despite major tech investments, over half of U.S. states saw their customer experience scores fall in 2025.
How one Ohio county uses tech to help residents navigate the benefits cliff
In Summit County, a centralized platform is helping social service workers better support people as they transition out of public assistance programs like Medicaid.
Civic tech leaders worry DOGE is ‘tarnishing’ its tools to improve government
USDS, the White House team DOGE took over in January, was a flagship civic tech organization. Six months later, civic tech is figuring out what’s next.
Survey: Time, cost and complexity prevent some from filing taxes altogether
The findings come as U.S. lawmakers are poised to end the Direct File program, which offers Americans a free, online tax filing service directly with the government.
Raleigh to launch self-service portal for residents
Officials in the North Carolina city say they want to simplify the way its 500,000 residents engage with its agencies through its “Ask Raleigh” customer experience center.
