When it comes to engagement with citizens, the government is finally paying attention

[Commentary] The acceleration of technological changes in how the private sector delivers goods and services has raised expectations among citizens that government agencies can do the same – or even find ways to do better. In order to meet these expectations, it has become clear that government agencies must adapt to a cultural shift. They must adopt a new citizen engagement strategy involving technology, policy, programs, best practices, intra/interagency collaboration, customer-friendly interactions and mechanisms for feedback on service delivery. When it comes to improving customer experience, the federal government is finally paying attention.

For instance, there is a provision included in the fiscal 2016 spending bill directing the Office of Management and Budget to report on agencies’ progress in developing customer service standards and incorporating them into performance plans Even before this congressional nudge, federal agencies were taking steps to address citizen customer service. OMB is developing a customer service playbook that should be made public in 2016. The playbook could help create general standards to be applied across agencies, allowing for better and more universal interpretation of performance data in digital government. In addition, the General Services Administration has created 18F, an in-house “civic consultancy,” whose mission is to improve the public’s experience with government through technological innovation for a digital government.

[Teresa A. Weipert is executive vice president and general manager, Sutherland Government Solutions.]