Transforming Federal Customer Experience and Service Delivery (US0125)
Overview
At-a-Glance
Action Plan: United States Action Plan 2022-2024 (December)
Action Plan Cycle: 2022
Status:
Institutions
Lead Institution:
Support Institution(s):
Policy Areas
Economic Inclusion, Gender, InclusionIRM Review
IRM Report: United States Action Plan Review 2022–2024
Early Results: Pending IRM Review
Design i
Verifiable: No
Relevant to OGP Values: Yes
Ambition (see definition): Low
Implementation i
Completion: Pending IRM Review
Description
On December 13th, 2021, the President signed Executive Order 14058, directing Feder- al agencies to put people at the center of everything the Government does. Specifically, the Executive Order includes 36 customer experience improvement commitments across 17 Federal agencies, all of which aim to improve people’s lives and the delivery of Government services. The Executive Order also creates a sustained, cross-government service delivery process that aligns to the moments that matter most in people’s lives, with an initial focus on (1) approaching retirement; (2) recovering from a disaster; (3) navigating the transition to civilian life following military service; (4) giving birth and early childhood for low-income women and their children; and (5) facing a financial shock and becoming newly eligible for critical supports. As part of this effort, Federal agencies will report publicly each quarter on their progress, allowing the public to understand how well agencies are meeting stated goals. A series of “discovery sprints,” conducted by cross-agency teams representing more than 10 Federal agencies, delivered insights on priority opportunities, grounded in customer pain points, for im- proved service delivery. In 2023, specific implementation projects will be selected by agency leaders and shared on http://www.performance.gov with appropriate measures of success. The Federal Government commits to continu- ing implementation of Executive Order 14058.