Citizen Services

USPS, USDS collaborate on new COVID-19 test website

The United States Postal Service and United States Digital Service have been working on a new website for Americans to order free, at-home rapid COVID-19 tests. The administration is confident it won't crash in meeting massive demand.

Biden's CX order puts new momentum behind longtime efforts, leaders say

Officials at an ACT-IAC event explained how a recent White House executive order on customer experience is helping to unify disparate CX efforts across government.

IRS plans new version of its $700M digital platform contract

The Integrated Enterprise Portal 2.0 procurement will cover some of the most widely used, public-facing IRS applications.

A ‘friend from the city’ making her mark on government contracting

Steve Kelman reports on a new addition to the cohort of non-traditional government contractors.

White House elevates CX with executive order

A Biden administration executive order looks to use tech to simplify and reduce friction in citizen interactions with government programs and services.

GSA announces $150M in Federal Citizen Services Fund projects

The Technology Transformation Services is using $150 million in the American Rescue Plan to fund 14 citizen-facing digital service projects.

Civic tech vendor recognizes employee union

Code for America recognized a new employee union, a first in the civic tech sector.

A 60-year-old IRS IT system won't finish modernizing until 2030

The Internal Revenue Service's plan to modernize its key source for individual tax data has seen multiple cost and schedule changes since it started in 2009.

The workforce challenge facing the IRS

Can the tax agency solve the problem of a shrinking workforce and an increasing workload?

GSA looks to scale Login.gov with TMF award

The General Service Administration plans to scale up the Login.gov program to make digital identity verification a more equitable and secure practice after it was awarded nearly $187 million through the Technology Modernization Fund.

MSPB's online appeals system is getting a revamp

The agency is modernizing its online appeals system used by feds. Accessibility needs to be a central part of that entire process, said agency officials.

Survey: Federal IT workers say agencies are lagging with digital transformations

In a survey, 88% of federal employees working full-time in technology or IT-focused roles say agencies have fallen behind on modernization plans, citing cultural resistance to change and the inability of contractors to quickly implement new initiatives.

How do Americans feel about federal tech?

A new survey digs into the public’s perceptions about federal IT, government services delivery and data privacy.

House Dems seek $1B for IRS to improve access to child tax credit

The IRS had come under criticism for an online tool targeting the neediest recipients of advance child tax credit payments that was not mobile-friendly and lacked non-English language resources.

How COVID has changed citizen services

Record demand for services and pandemic precautions have prompted some fundamental reassessments about delivery.

What 9/11 looked like inside the federal IT community

Mark Forman, the former administrator of the Office of E-Government and widely considered the first federal CIO, shares his recollections of the attacks of September 11, 2001.