Defining a product in government digital services is crucial, as it serves as the means through which a service is delivered to the public, and understanding its attributes ensures effective and continuous improvement.
CMS has identified a number of immediate and longer-term strategies that states can implement to improve application processing timeframes and address application backlogs.
To improve the .gov registrar, 18F and CISA created customer panels to gather feedback, opinions, and suggestions. Using a customer-centric approached enabled 18F and CISA to identify areas for improvement, build a product roadmap, and establish relationships with users.
