Verizon will converge three legacy systems to improve customer experience.

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

Investments are undergirded by a surge in IT spending, with 14 percent growth between 2016 and 2017.

Federal leaders are leveraging policy and technology changes to improve customer service both inside and outside the agencies.

Justice Department IT team engages marshals on agile scrum teams, tests mobile apps in the field, to keep improving on the user experience.