For a complete list of this year's winners and finalists, plus special project winners, click here. Embracing a customer-centric approach to delivering government agency services can be transformative ...

Long lines. Confusing websites. Unreachable customer service. Many Americans navigate these common obstacles to access critical services from the federal government. Recent polling by my organization, ...

Get the latest federal technology news delivered to your inbox. The stopgap funding bill unveiled by congressional leaders yesterday to avert a looming government shutdown also includes a provision ...

For the federal government, there was really nowhere to go but up in the latest Customer Experience Index released by Forrester Research. Yet, despite a better score this time around, the government ...

If you saw the report on “60 Minutes” highlighting the Social Security Administration’s effort to claw back improper disability payments made based on its own errors, you probably seethed. SSA ...

Accessibility in the world of government IT refers to the fact that digital services should be fully and equally available to every resident. This includes the more than 13 percent, or 42.5 million, ...

SuccessKPI recently announced it has contributed key technology components in the new Maximus Total Experience Management Solution (TXM), designed to deliver trusted information and government ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. That’s the question we asked more than 1,000 consumers ...

Government agencies design and deliver services to millions of Americans everyday and constituents rely on access to these resources — whenever and wherever they are needed. Constituents expect the ...

CMSWire Advisory Board members reveal why operating models, decision rights and trust define the next era of CX.