ITIF: Feds Failing to Digitize Services, Improve Customer Service
Ten months after President Biden released his executive order for government to improve customer experience, a new report from the Information Technology and Innovation Foundation (ITIF) argues that Federal agencies are “still doing a poor job of measuring satisfaction, and they are conspicuously lagging in offering digital services.”
In the report, ITIF examines “high-impact service providers” (HISPs) within the Federal government. This designation includes agencies that have large customer bases or provide vital services, such as the Centers for Medicare and Medicaid Services, the Social Security Administration, the Internal Revenue Service, and the Department of Veterans Affairs.
The report says that HISPs are insufficiently measuring customer satisfaction with their digital services, and don’t have a clear method to incorporate feedback.
“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 meaningfully improve customer experience, agencies need to accelerate their adoption of digital services, because customers today expect to be able to do almost everything with computers and smartphones,” he said.
