CustomerZone360 NEWS

CustomerZone360 Home

Biden Signs Executive Order to Modernize Government Programs

By Luke Bellos December 15, 2021

Citizens across the US have been displeased with government processes for quite some time. Whether it’s visiting the DMV, paying taxes, or inquiring about assistance programs, it seems most agencies completely disregard the fundamental rules of quality customer service. However, the recent drive toward digital transformation, as well as advancements in CX technology, seems to have inspired the Biden Administration to finally revitalize government processes.

According to a recent article by Federal News Network, President Biden recently signed an executive order requiring public-facing government service providers to modernize outdated infrastructure, and incorporate more online resources, in order to make customer experiences less complicated for citizens.

“The Federal Government must design and deliver services in a manner that people of all abilities can navigate,” the executive order explains. “We must use technology to modernize Government and implement services that are simple to use, accessible, equitable, protective, transparent, and responsive for all people of the United States. When a disaster survivor, single parent, immigrant, small business owner, or veteran waits months for the Government to process benefits to which they are entitled, that lost time is a significant cost not only for that individual, but in the aggregate, for our Nation as a whole.”

This news could turn out to be a revolutionary act, for multiple reasons, regarding the way citizens complete common government-related tasks.  For instance, self-service and automation features would allow citizens to complete applications at their own pace, without requiring any human assistance to complete the tasks. This creates convenience for users, while also cutting back on valuable human labor, which can be allocated to more complex situations. Modernization would also instantly improve the speed of many critical services, such as veteran benefits or unemployment insurance, so applicants can quickly receive the support they need without relying on slower, manual processes.

The executive order will require senior administration officials to select a number of key areas to improve customer experiences within 90 days. The general services administration will also be required to lay out a plan of action to improve agency customers' experiences after 6 months.

Edited by Maurice Nagle

Editor, CustomerZone360

Related Articles

Roadblocks in Business Management: Why You Should Make Your Employees' Life Easier

By: Contributing Writer    1/21/2022

Many factors contribute to business failure, such as general market downturns, change in the economy or industry, CEOs and founders burning out or giv…

Read More

Building A Stronger Marketing Campaign with AI Assistance

By: Luke Bellos    1/6/2022

After nearly two years of sluggish business growth, businesses are looking for effective ways to increase customer retention. AI-assistance marketing …

Read More

2021 TMC Labs CUSTOMER Innovation Winners Espouse Modern Customer Support Values

By: TMCnet Staff    12/30/2021

It is fitting that the winners of this year's TMC Labs CUSTOMER Innovation winners are very useful "far from home" (the Spiderman prequel to the curre…

Read More

Software Giants Compete for Customer Service Domination

By: Luke Bellos    12/28/2021

Customer service is finally receiving the support and recognition it deserves. After decades of disregarding customer service centers as costly, unpro…

Read More

LiveVox Announces Alliance With PlanetOne

By: Luke Bellos    12/23/2021

LiveVox recently announced the formation of a new strategic alliance with cloud-based IT solution developer, PlanetOne.

Read More