 Find these stories and more at federalnewsnetwork.com. I'm Eric White. Customer experience and better online services. Those are a major focus of federal agencies these days. Agencies have spent hundreds of millions of dollars on improving online service and on telephone service for that matter. But what about in person at all those field offices? In fact, the IRS has experimented extensively with longer and even Saturday hours for people needing tax help. For what happened, check out my latest column at federalnewsnetwork.com.