Paperwork Reduction Act

Embracing culture change and appointing a senior leader to develop and manage a organizational roadmap are among the ways agencies can improve their customer experiences, according to a new report from the Partnership for Public Service and Accenture Federal Services.

National Taxpayer Advocate Nina Olson says response times to incoming calls at the IRS remains the biggest challenge the agency has in dealing with the public.

Despite the momentum gathering around the Trump administration’s priority around transforming customer service in government, agencies still face challenges getting feedback from the public under the Paperwork Reduction Act (PRA).

Sens. Claire McCaskill (D-Mo.), ranking member of the Homeland Security and Governmental Affairs Committee, and Tom Carper (D-Del.) and Reps. Jason Chaffetz (R-Utah), chairman of the Oversight and Government Reform Committee, and Elijah Cummings (D-Md.), ranking member of the committee, wrote separate letters to NARA and the White House about ensuring records are managed properly.

There’s a push to expand the use of tools designed to give federal Web managers a better idea of just who is using agency websites. The goal is to improve the Web experience for citizens.