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Redesigning the customer experience at the Social Security Administration
07/17/2023Almost every American will interact with the Social Security Administration at some point in their lives—from receiving a Social Security number at birth to…
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How the Bureau of Consular Affairs is improving passport renewals
03/09/2023March 2023 marks three years since the start of the COVID-19 pandemic. Initially, life in our country seemed to stop. The majority of nonessential…
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Key ingredients for a holistic customer experience
02/21/2023The Biden administration’s executive order on the customer experience declares that “the needs of the people … should drive service”…
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How the Transportation Security Administration delivers equitable customer experience
10/24/2022With the holiday season approaching, millions of people will be flooding to airports and other transportation hubs across the country. The Transportation Security Administration…
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How the Federal Emergency Management Agency has worked to provide more equitable disaster relief
08/16/2022Recent years have shown extraordinary evidence of extreme weather. From the Yellowstone flood to heightened heat waves, there is a…
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Taking action to advance equity: A closer look at the president's executive order on customer experience
04/11/2022President Biden’s recent executive order on the federal customer experience is an important breakthrough that puts people at the center…
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3 ways President Biden’s executive order on the customer experience encourages interagency collaboration
03/30/2022Late last year, President Biden signed an executive order that sought to transform the federal customer experience to rebuild trust…
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Breaking down the customer experience at the IRS
03/10/2022In recent weeks, IRS officials have warned Americans to expect a difficult tax filing season. With millions of backlogged returns,…
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How a new focus on customer experience helped the Bureau of the Fiscal Service adapt to the pandemic
06/02/2021The Bureau of the Fiscal Service at the Treasury Department provides federal agencies and the public with a range of essential financial services. However,…
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How mission-support leaders can improve the internal customer experience
05/26/2021Mission-support services such as human resources, information technology, procurement and financial management, provide federal employees with the tools to work effectively. The Partnership and…