customer service

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

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“[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

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

TMF Board allocates funding for three new IT modernization projects

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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

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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

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Verizon will converge three legacy systems to improve customer experience.

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

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

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