The Social Security Administration’s (SSA) ongoing effort to modernize its customer relationship management (CRM) technology has put the agency’s customer service capabilities “on the edge of something extraordinary,” said Sam Richardson, SSA’s associate commissioner for the Office of Electronic Services and Technology, today at the Pega Government Empowered conference in Washington. Richardson talked about SSA’s […]

The Internal Revenue Service (IRS) announced this week that its Direct File tool will be available in 12 additional states for the 2025 tax season, making the free e-filing service available in a total of 24 states. […]

The Pentagon’s administrative and management support agency has developed and will soon implement a customer experience (CX) management plan, an agency official said on Tuesday. […]