ITIF Calls for Watchdog to Assess Critical Agencies’ Progress on Digital Experience
October 24, 2022
Known as high-impact service providers (HISPs), the agencies should have their website modernization, connection security, data analytics deployment, form digitization, service mobile friendliness, and electronic signature use evaluated against the 21st Century IDEA.
Signed into law in 2018, the 21st Century IDEA requires all agencies to modernize their websites, digitize services and forms, and transition to centralized shared services to improve customer experience (CX), which was also the focus of a December 2021 executive order. But ITIF found HISPs’ digital services adoption remained “too low” based on those requirements.
