Federal Agencies Can’t Improve Customer Experience Without More Digital Services
President Biden’s executive order on transforming federal customer experience and service delivery crossed the one-year mark. The 2021 executive order is one of the administration’s many stated commitments to improving federal CX. Unfortunately, federal agencies still have considerable work to do in expanding the digital services that most improve CX by virtue of customers’ preferences for digital technology.
As Eric Egan writes in FedTech Magazine, federal customer satisfaction has reached historic lows. And while the Biden administration has pledged to improve it with the same promises of accelerating digital transformation in government that extend back decades, there’s little evidence that the federal government is doing enough to accomplish these goals.