The Executive Order, Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government (CX EO) put a governmentwide priority on accelerating modernization efforts that impact how the government serves its citizens. A key focus of the CX EO was reducing the "time tax" by simplifying processes for applying for federal aid - particularly in areas where there was already high stress like disaster assistance, financial shock, or adding children to a family. The programs that have emerged as early solutions have focused on two key areas - understanding the journey and experience of the customer and enabling better data sharing across organizations.
Meeting Customers Where They Are
Citizens expect mobile access with personalized service when interacting with nearly any commercial entity. That expectation extends to the government and agencies working to deliver service via apps and streamlined digital portals. Continue reading
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Pandemic-necessitated remote work and increased reliance on online apps and sites for routine everyday tasks like shopping and transportation showed us that Internet connection is a critical utility. It also proved that getting connected is not enough -- the speed and quality of that connection have a huge impact on how we carry out day-to-day activities. In a timely coincidence, this reliance on connectivity comes at a time when networks are improving their service to supply that exact speed and reliability.
