New report and microsite informing the Federal Front Door project: “Recent research has made clear that we as agencies within the federal government need to improve the public’s interactions with the government across the board. Overall, Americans’ satisfaction with federal services is dropping, and currently ranks below their satisfaction with private-sector and local government services . Our team believes that by identifying broad trends in people’s perceptions of and interactions with the government, we can identify and create cross-agency services and resources to improve how the government interacts with the public. We’re starting to explore projects that would increase people’s satisfaction with their interactions with the government. These include efforts to improve transparency in service design (the conscious coordination of people, infrastructure, and materials to improve the user’s experience of a service) and promote information sharing among agencies.
Our team believes that by identifying broad trends in people’s perceptions of and interactions with the government, we can identify and create cross-agency services and resources to improve how the government interacts with the public. We’re starting to explore projects that would increase people’s satisfaction with their interactions with the government. These include efforts to improve transparency in service design (the conscious coordination of people, infrastructure, and materials to improve the user’s experience of a service) and promote information sharing among agencies.
As a starting point, we conducted extensive research on different people’s views of and interactions with federal agencies. This report details our findings and recommendations. This research is not intended to be a critique of specific government agencies. Rather, our aim was to better understand the public’s overall experience interacting with the federal government and their attitudes about sharing information with government agencies. The examples we’ve provided illustrate patterns seen across numerous agencies….
We structured our research so we could better understand the following questions:
- What touch points do people think they have with the federal government?
- What touch points do people actually have with the federal government?
- What are people’s pain points in interacting with the federal government?
- Are people taking advantage of the government services they are eligible for? Why or why not?
- How do people feel about sharing their personal information with the government?…
See also Informing the future of the Federal Front Door, 18F.