 The new agreement locks in several new provisions, one on diversity, equity, inclusion, and accessibility, and another on scientific integrity. Drew Friedman, Federal News Network. 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?