Explore our articles
Share:

Putting the Public First: Improving Customer Experience and Service Delivery for the American People

Executive Order (US): “… directs Federal agencies to put people at the center of everything the Government does. Specifically, the Executive Order includes 36 customer experience (CX) improvement commitments across 17 Federal agencies, all of which aim to improve people’s lives and the delivery of Government services. The Executive Order also creates a sustained, cross-government service delivery process that aligns to the moments that matter most in people’s lives – like turning 65, having a child, or applying for a small business loan. 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. Every interaction between the Government and the public, whether it involves filing taxes or renewing a passport, is an opportunity to deliver the value, service, and efficiency that the public expects and deserves.

The Government has designated 35 High-Impact Service Providers in Federal agencies as key service providers due to the volume and types of benefits, services, and programs they deliver to the public. As part of this Executive Order, agencies commit to putting their customers at the center of everything they do. These actions include modernizing programs, reducing administrative burdens, and piloting new online tools and technologies that can provide a simple, seamless, and secure customer experience….(More)”.

Share
How to contribute:

Did you come across – or create – a compelling project/report/book/app at the leading edge of innovation in governance?

Share it with us at info@thelivinglib.org so that we can add it to the Collection!

About the Curator

Get the latest news right in you inbox

Subscribe to curated findings and actionable knowledge from The Living Library, delivered to your inbox every Friday

Related articles

Get the latest news right in you inbox

Subscribe to curated findings and actionable knowledge from The Living Library, delivered to your inbox every Friday