Improving Citizens Experience

This week, the White House announced that the Biden-Harris administration is going to sign an Executive Order with the aim of improving the experience of Americans when dealing with the Government – Citizen Experience – Putting the Public First: Improving Customer Experience and Service Delivery for the American People

Today, the President is taking decisive action to promote fiscal stewardship by improving the Government’s service delivery to its customers, the American people.

The President will sign an Executive Order, Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government, directing that Government leaders account for the experiences of the public in seeking Government services.

The President is making sure we’re building accountability and transparency into everything we do and that we’re good stewards of taxpayer dollars. As the President has said: “We have to prove democracy still works, that our government still works and can deliver for our people.”

The Executive Order directs Federal agencies to put people at the center of everything the Government does. Specifically, 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.

Every interaction between the Government and the public, whether it involves filing taxes or renewing a passport, is an opportunity to deliver the value, service, and efficiency that the public expects and deserves.

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