Tag Archives: Customer Experience Executive Order

Focus on Citizen Experience Results in Improved Customer Satisfaction

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The American Customer Satisfaction Index (ACSI) Federal Government Study 2024 found that consumers' satisfaction with government services is at a seven-year high. In fact, the government experienced its largest gain in citizen satisfaction over a four-year period--a net 9.9 percent--since the ACSI began conducting these studies.

This rise in satisfaction is a result of a long-term, cross-administration focus on improving customer service to citizens. The bipartisan 21st Century Integrated Digital Experience Act was passed during the first Trump administration and enforced during the Biden administration. This law required agencies to modernize websites, digitize services and forms, accelerate the use of e-signatures, and adopt shared standards and services. Both administrations made customer experience core goals of their respective President's Management Agenda. The Biden administration issued a customer experience executive order that provided additional guidance and mandates for improving the quality of services the federal government delivers. Continue reading →

Changes Coming to FITARA Scorecard

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The results of the 13th FITARA scorecard, a program developed in 2015 to measure and incentivize agencies to meet key IT modernization goals, were released in January leading to a discussion of what is next for this measurement program.

The latest results showed modest improvements, but scores for the most part have remained steady over the past two measurement cycles. On this scorecard, 13 agencies maintained the same scores from July 2021 with seven earning higher marks. A handful of agencies received lower overall marks, due primarily to their inability to transition from a legacy contract vehicle to the new preferred government-wide Enterprise Infrastructure Solutions (EIS) for telecommunication technology. A March 31, 2022, deadline to move 90% of work to EIS should push many of these scores back up for the next report card.

Knowing there is still a lot of work to do in terms of modernization, the committee that oversees the program has begun discussing new measures to better reflect the current state of government IT and support recent executive-level initiatives around modernization, security, and customer service. Continue reading →