The life experiences aspect involves five of the most common situations in which members of the public have high levels of interaction with the government. Image: Graphic design/Shutterstock.com
By: FEDweek StaffThe latest quarterly updates on the President’s Management Agenda touts actions toward the customer service aspect of the agenda, focusing on the “high-impact service providers” and “life experiences” aspects.
Under the former, it says that 26 of the 35 agency programs with the most significant interactions with members of the public are now publicly reporting data on their actions, increasing accountability. Following internal assessments earlier this year, it said, actions taken included a redesign of ssa.gov to “improve customer service and enable people to complete business online” and a redesigned Medicare plan finder summary, and an in-network pharmacy finder.
Further, based on those assessments, “OMB and HISP teams collaborated to build out more than 250 tangible action items. OMB gained valuable insights about the challenges HISPs are facing and the ways in which the OMB CX team can best support their continued progress.”
The life experiences aspect involves five of the most common situations in which members of the public have high levels of interaction with the government, including approaching retirement, recovering from a natural disaster, transitioning from military to civilian life having a child/early childhood, and facing an unexpected financial shock.
It cited an initiative in which the VA is “building prototypes and minimum viable products for a single piece of shared software for former service members to help them access their earned benefits, replacing a confusing and burdensome network of sometimes-overlapping services.”
It also cited as an example of interagency cooperation—involving GSA, HHS, Agriculture, SSA, Treasury and HUD—a project of text message notifications for families having a child/early childhood.
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