Agencies need to measure customer feedback with federal digital services and quickly increase the number (and quality) of digital service offerings.

Federal Agencies Can’t Improve Customer Experience Without More Digital Services

Federal Agencies Can't Improve Customer Experience Without More Digital Services

Congress should require utility providers to provide consumers access to their consumption data at no cost, in a timely manner, using an open standard.

To Do: Let Consumers Access Utility Data

Draft legislation on consumer privacy offer many opportunities for improvement.

One Step Forward, Five Steps Back: An Analysis of the Draft Privacy Legislation

Congress should pass legislation to create a national privacy framework that streamlines regulation, preempts state laws, establishes basic consumer data rights, and minimizes the impact on innovation.

To Do: Create a National Privacy Framework

Data privacy legislation has been on the Congressional to-do list for years, but as more states consider their own comprehensive privacy laws and Europe’s privacy regulation approaches its fifth anniversary, the federal government continues to lag behind.

Why Congress Should Pass Data Privacy Legislation in 2022

Congress should establish an e-government modernization fund for federal, state, and local agencies to upgrade their IT systems.

To Do: Establish an E-government Modernization Fund

Congress should reform the Electronic Communications Privacy Act (ECPA) to ensure citizens have a right to privacy for electronic data whether it is stored on a device or remotely in the cloud.

To Do: Reform ECPA to Ensure Privacy Rights Apply to the Cloud

The Biden administration has made improving customer experience (CX) a top priority for federal agencies. That hinges on providing robust digital services. But agencies are behind in digital adoption, and they don’t do enough to measure CX via digital platforms, much less to improve.

With Customer Satisfaction at a New Low, Federal Agencies Still Fail to Measure It Well or Provide Enough Digital Services

MeriTalk describes ITIF's report, which argues that Federal agencies are “still doing a poor job of measuring satisfaction, and they are conspicuously lagging in offering digital services.” “You can’t improve what you’re not measuring, and many of the government’s high-impact service providers aren’t measuring customers’ experience with digital channels well enough, if they’re measuring at all,” said Eric Egan, a policy fellow for digital government at ITIF.

To Do: Allow Federal Agencies to Talk to “Customers”

Recommendation

Details

Editors’ Recommendations

Enabling Customer-Driven Innovation in the Federal Government

Related

Federal Agencies Can’t Improve Customer Experience Without More Digital Services

To Do: Let Consumers Access Utility Data

One Step Forward, Five Steps Back: An Analysis of the Draft Privacy Legislation