Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government

President Joe Biden directs that Government leaders account for the experiences of the public in seeking Government services. The Executive Order includes 36 customer experience (CX) 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 – like turning 65, having a child, or applying for a small business loan. As part of this framework, the Administration will work to identify and define critical services that meet customers’ needs and expectations, assess performance delivery and report it publicly, incorporate customer feedback during each interaction, and ultimately ensure services deliver a better experience to the public. The Government has designated 35 High-Impact Service Providers in Federal agencies as key service providers due to the volume and types of benefits, services, and programs they deliver to the public. Federal agencies commit to modernizing programs, reducing administrative burdens, and piloting new online tools and technologies that can provide a simple, seamless, and secure customer experience.