customer experience
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.
Why California is revamping its benefits application websites
The GetCalFresh.org site, which helps residents apply for government food assistance, is shutting down. A new system aims to replace and improve it over the next year.
Governments lag other sectors in adopting AI in contact centers, report says
The public sector is far behind the healthcare and retail sectors in using the technology to answer questions and provide users with next steps. But it can gain on its private peers.
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.
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.
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‘Individualized’ government tech could improve customer experience, Florida official says
Rich Evans, CIO of Florida’s Department of Management Services, said during a recent workshop the public sector should embrace emerging technologies as a way of better serving constituents.
State IT innovations honored in annual awards
States’ efforts to improve the delivery of benefits, such as food stamps and Medicaid, strengthen cybersecurity, and enhance residents’ overall digital experiences were recognized by the association of state IT leaders.
No shortcuts: Only well-managed AI will deliver on its promise
COMMENTARY | Artificial intelligence opens new opportunities for policymaking and service delivery, but success still depends on understanding residents’ needs and on the thoughtful handling of their data.
For equal access, consider both physical and digital accessibility
COMMENTARY | Features such as clear navigation, readable text and multimedia alternatives improve the customer experience for everyone, leading to higher levels of satisfaction, engagement and trust.
Mayoral candidate pledges ‘digital by default’ city services
In his bid to become the next mayor of San Francisco, Mark Farrell promised to digitize government services within two years.
Town turns to text messaging to boost community engagement
Andover, Massachusetts, operates under the town meeting system. Amid abysmal meeting attendance, officials turned to SMS to manage its meetings and various initiatives.
Why Washington Metro’s leader is ‘bullish’ on post-pandemic transit
Faced with a drop in riders and major budget shortfalls, Randy Clarke doubled down on providing more service to D.C.-area riders. It seems to be working.
GSA partners with state, local governments on text alert service
The pilot program helps state and local governments notify residents of critical deadlines. Norfolk, Virginia, has already been using the service to remind people about Medicaid reenrollment.
Friendly competition heats up energy conservation among neighbors
Indiana saw a 30% reduction in residential energy use across four cities after deploying the MySmartE system that incentivizes households to conserve energy.
No wrong doors: Making benefits easier to access
When applying for benefits is too hard, families don’t get the support they need. Learning how users actually work through submitting an online application underscores how important user-centered design is to a program’s success.
