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By: FEDweek StaffPresident Biden has issued an executive order committing federal agencies to what it calls a “public first” approach to services they provide, focusing especially on three dozen customer experience areas in 17 agencies—some of which are internal to just one agency and others which cross agency lines.
Implementation will involve steps such as “ modernizing programs, reducing administrative burdens, and piloting new online tools and technologies that can provide a simple, seamless, and secure customer experience,” according to a White House fact sheet.
“As part of this framework, the administration will work to identify and define critical services that meet customers’ needs and expectations, assess performance delivery and report it publicly, incorporate customer feedback during each interaction, and ultimately ensure services deliver a better experience to the public,” it says.
The order in some cases builds on ongoing initiatives such as online services in programs such as Social Security, Medicare and veterans benefits and filing of tax returns. Others areas of emphasis include services to travelers, financing of post-secondary education, and claiming benefits such as disaster assistance and assistance under programs for those with low incomes.
Disaster assistance and low-income assistance, along with retirement services, are among the areas for better coordination among agencies involved when people experience certain life events. “Those navigating across multiple programs can expect a ‘no-wrong door’ approach – interacting with one federal program can help get them connected with other benefits and streamline enrollment for which they are eligible,” the fact sheet says.
That will include turning USA.gov into a “digital federal front door” for quicker and simpler access to benefits and services “without navigating duplicate and outdated federal websites,” it says.
The order reflects one of the priorities outlined in the recent vision statement for the administration’s President’s Management Agenda, also involving steps such as collecting customer feedback and setting goals and reporting on progress toward meeting them.
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