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President Biden recently signed an executive order requiring public-facing government service providers to modernize outdated infrastructure, and incorporate more online resources, in order to make customer experiences less complicated for citizens.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