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

On March 8th, 2021, President Joe Biden signed an Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government. This order emphasizes the need for government agencies to prioritize user-centered design and improve the experiences of citizens when interacting with the government. In this blog post, we will explore the reasons why agencies need to shift their focus to being user-centric.

Improving Citizen Trust and Confidence

One of the key reasons why agencies need to shift their focus to being user-centric is to improve citizen trust and confidence in government services. When citizens have positive experiences when interacting with government agencies, they are more likely to trust the government and have confidence in its ability to serve their needs. This trust and confidence can lead to greater citizen engagement with government services and improved outcomes.

Enhancing Efficiency and Effectiveness

User-centered design can also enhance the efficiency and effectiveness of government services. By understanding the needs and experiences of citizens, government agencies can design services that are more streamlined and effective, reducing the time and effort required to complete tasks. This can improve the overall efficiency of government services, saving time and resources for both citizens and government agencies.

Meeting Citizen Expectations

Citizens have come to expect seamless and intuitive experiences when interacting with digital services in their daily lives, and government services are no exception. By focusing on user experience, government agencies can meet citizen expectations for easy-to-use and convenient services. This can improve citizen satisfaction and increase the likelihood of continued engagement with government services.

Ensuring Accessibility and Inclusivity

User-centered design can also help to ensure that government services are accessible and inclusive for all citizens, regardless of ability or background. By considering the diverse needs and experiences of citizens, government agencies can design services that are accessible and easy to use for everyone. This can promote greater equity and inclusivity in government services.