Resource Human-Centered Design Customer Experience (CX)

6-Month Update: Delivering on the President’s Commitment to Transform Customer Experience

This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.

Organization: U.S. General Services Administration (GSA)

Author: Pam Coleman

Published Year: 2022

View Source

Download Resource

Federal agencies have made strides in simplifying benefit access, improving digital services, and expanding multilingual resources.

Key initiatives include a redesigned Medicare.gov, expanded telehealth options, an online passport renewal pilot, and improved VA and SSA tools. The update also highlights investments in modernizing public-facing technology and ongoing efforts to streamline cross-agency service delivery.