Improving citizen services, including creating seamless digital personal experiences, has been a top trend for U.S. federal government leaders for at least the past six years. Agencies are taking concerted action to address poorly designed, out of date or inequitable government services and tracking progress as part of the President’s Management Agenda’s customer experience priority.
In accordance with OMB Circular A-11, Section 280, high impact service providers (HISPs) have defined their high-impact services and are collecting customer feedback, measuring performance and identifying areas for improved service delivery. Recognizing that customers’ key life experiences, such as approaching retirement or recovering from a disaster, often call for services from multiple agencies, 10 agencies are now working collaboratively to improve the public’s experience interacting with the government across five key life events:
- Approaching retirement
- Facing a financial shock
- Having a child and early childhood
- Navigating transition to civilian life
- Recovering from a disaster
For a more seamless customer experience, government must advance digitization, automation and optimization of government-to-constituent interactions while maintaining the security and integrity of those processes.
In order to achieve the vision of more seamless customer experience, government must look to advance digitization, automation and optimization of government-to-constituent interactions while maintaining the security and integrity of those processes. The success of HISPs in achieving improved service delivery and customer experience will lead to the call for additional government interactions to become more customer-centric.
Leaders must recognize that, today, they are serving five different generations, each with its own comfort level with technology. Agencies must continue to operate across organizational lines to optimize processes, better leverage data and expand customer support models to meet people where they are.
Case in point
Portals support Indigenous Americans
As a federal HISP, the Bureau of Indian Affairs continues to evolve the systems it uses to administer lands held in trust, increasing transparency and self-service.