customer service

Sammies award-winner Barbara Morton on the importance of measuring customer experience


“[I]f the experiences are bad, there's something else at work here that we need to sort of be able to uncover and address before a crisis happens and that’s what we’ve done."

Verizon’s Nick Nilan on the government’s customer experience journey


Verizon's Nick Nilan speaks with FedScoop at FedTalks 2022.

TMF Board allocates funding for three new IT modernization projects


The latest funding round totals $26.8M and will support projects at the Department of Labor, AmeriCorps, and USAID.

How automation benefits the citizen experience


Automation platforms are giving government agencies greater capacity to improve citizen services and help employees keep up with escalating workload demands.

SSA awards Verizon $44M unified communication platform contract


Verizon will converge three legacy systems to improve customer experience.

Federal customer satisfaction drops in 2018, likely to continue after shutdown


Even before the shutdown, satisfaction was dropping. That will likely continue as agencies to make up for lost time.