customer experience
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.
These states have cracked the customer experience code
COMMENTARY | By implementing enterprise customer experience programs, New York and Maryland are improving service, lowering operating costs and building back trust with constituents.
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Ending Direct File could have downstream impacts for states, experts worry
Without the free, government-backed tax filing service, state agencies could see their modernization and efficiency gains unraveled, those experts say.
New Jersey turns to Direct File to make tax filing easier for older adults
The Garden State is one of several that are now making retirees eligible for the federal Direct File program.
Filing taxes is hard. Here’s how agencies could help make it easier for residents.
As states increasingly turn to developing free, online tax filing tools for residents, civic tech experts said improving usability and experience is key.
New Jersey helps businesses get online
The state’s Small Business E-commerce Support Program offers funding to help less-resourced companies’ digital transformations.
Generative AI in government: What to expect in 2025
2025 may be a major year for generative AI adoption across government.
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.
‘Optionality’ could be the key to better customer experience, experts say
As digital advances have prompted state agencies to innovate their benefits systems, experts say officials should first consider what residents want.
States’ housing assistance sites get a ‘human-centered’ makeover
Based on feedback from homeless shelter residents, federal officials have worked to improve housing webpages for all 50 states over the past year. The site updates launched late last month.
How system modernization is helping Idaho mitigate unemployment
The Idaho Division of Occupational and Professional Licenses is leveraging a new web-based portal to make it easier and quicker for people to obtain professional licenses and enter the workforce.
Alaska uses cloud, AI to modernize dividend payouts
The state will streamline its Permanent Fund Dividend, a program that pays eligible residents a portion of oil and mining revenue but has been beset by aged technology and processes.
