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No American would stand on a soapbox and shout out how easy it is to deal with the federal government. A small office deep within the White House apparatus has been coaxing agencies to reduce what's officially known as administrative burden on citizens.
Building on years of efforts across administrations to enhance the federal agency customer experience, President Biden has signaled a clear call to action to agencies. The goal: To reimagine how government services are provided to ensure it is of the people, by the people and for the people.
House lawmakers showed little support to provide more funding for the Technology Modernization Fund in fiscal 2024, but the board still has hundreds of millions of dollars to loan out.
The directorate is being led by former USDS official Dana Chisnell. The goal is to support DHS's "high impact service providers" and other components.
Everyone is a customer at some point. And everyone serves customers at some point.
Like many agencies, DHS is trying to recruit new tech talent. But the agency also wants to advance professional development opportunities for its existing IT specialists.
Poor CX can have a negative impact on the government as well. Especially if citizens need to make repeated inquiries or complaints to resolve issues, leading to additional staff time and resources being required.
DHS is reshaping its approach to technology by focusing on more agile, iterative projects, and reducing its reliance on big system integrators.
Can agencies create CX that’s ‘simplistic, delightful and surprising’? Leaders from the Agriculture Department, Education Department, Homeland Security Department and IRS think so and share the work underway in their agencies to make it easy to navigate government services — for the federal workforce and for the public.
Federal Chief Information Officer Clare Martorana said the guidance will help agencies understand how to implement the law that called for them to modernize websites, implement digital signatures and improve citizen services.
Today, people want digital services to give them access in no more than two clicks in 10 seconds. That’s why, says Okta’s Sean Frazier, security for government services should resemble wallpaper — doing its job without being distracting.
Over two afternoons, we explored the technology, policy and processes that underpin agency efforts to serve the public, businesses and the government’s own workforce more effectively.
DHS has brought on a U.S. Digital Service veteran to lead a new customer experience directorate.
The White House is asking Congress to increase spending on cybersecurity by 13% over the 2023 request and wants to spend $510 million on customer experience initiatives.