customer experience (CX) Archives

A view of the Adobe activation during the 2025 Sundance Film Festival on Jan. 26, 2025 in Park City, Utah. (Photo by Maya Dehlin Spach/Getty Images)

Why customer experience in government isn’t a luxury — it’s a strategy

In a contributed Op-Ed, Adobe's Brian Chidester writes that better experiences for customer aren’t a luxury — they’re a strategy.

Jun 5, 2025 By Brian Chidester

Travelers take out their passports before checking in at San Diego International Airport January 8, 2006 in San Diego, California. (Photo by Sandy Huffaker/Getty Images)

State Department opens online passport renewal service to full public

While there are still a few limitations, the new online renewal system brings a new level of convenience and security to Americans who need a new passport,…

Sep 19, 2024 By Billy Mitchell

Kurt DelBene speaks at a public meeting of the Defense Innovation Board in Austin, Texas March 5, 2020. (DoD photo by EJ Hersom)

VA moving to Login.gov and ID.me for managing health care services

3 million veterans will be affected by the change in sign-in experiences, the agency announced Wednesday.

Jul 17, 2024 By Caroline Nihill

Robin Carnahan, administrator of general services in the Biden administration, delivers remarks at the naming ceremony for the Department of Transportation building on May 09, 2023 in Washington, DC. (Photo by Kevin Dietsch/Getty Images)

GSA teases new open-source customer experience tool

Robin Carnahan said the “Gov CX Analyzer” will leverage AI features to improve customer interactions with government websites.

May 22, 2024 By Caroline Nihill

Eight trends that are redefining government at ‘warp speed’

Deloitte's William Eggers shares the eight seismic trends redefining governance in 2024 and beyond.

Mar 26, 2024 By William D. Eggers

Subcommittee ranking member Rep. Ro Khanna arrives for a House Armed Services Subcommittee on Cyber, Information Technologies and Innovation hearing about artificial intelligence on Capitol Hill July 18, 2023 in Washington, DC. (Photo by Drew Angerer/Getty Images)

Rep. Ro Khanna calls for accountability of federal leaders on digital services modernization

Khanna told FedScoop in an exclusive interview that he would like to see key administration technology leaders testify on ongoing delays to improving government digital services and…

Nov 21, 2023 By Nihal Krishan

Clare Martorana delivers remarks at the 2023 FedScoop 50 awards reception. (FedScoop)

Biden administration’s digital experience policy is a ’10-year revenue roadmap’ for vendors, federal CIO says

"We are not going to buy artisanally crafted, bespoke websites anymore. We are going to only purchase what is in this guidance," Federal CIO Martorana said.

Nov 8, 2023 By Billy Mitchell

Enhancing CX for equitable access to government services

A new report highlights constituents' challenges when enrolling in government benefit programs and proposes solutions for improving customer experience (CX) —ensuring equitable access.

Nov 3, 2023 By Scoop News Group

WASHINGTON, DC – SEPTEMBER 21: Sen. Rob Portman (R-OH) speaks to Sen. Gary Peters (D-MI) at a hearing to discuss security threats 20 years after the 9/11 terrorist attacks at the U.S. Capitol on September 21, 2021 in Washington, DC. (Photo by Greg Nash – Pool/Getty Images)

Senators introduce bipartisan bill to improve federal agencies’ customer service

The Improving Government Services Act pushes federal agencies to develop plans to implement private-sector customer experience best practices into public programs.

Oct 19, 2023 By Nihal Krishan

Loren DeJonge Schulman speaks Sept. 15 at the Service to the Citizens Award ceremony. (Wyatt Kash)

Federal customer experience improvements ‘are the love language of democracy,’ OMB official says

"I think things like websites written in plain languages and simpler forms are the love language of democracy," said Loren DeJonge Schulman.

Sep 18, 2023 By Billy Mitchell