The federal government is working to improve customer experience through human-centered approaches, as seen in the 2021 executive order establishing interagency teams to focus on pivotal life experiences. Lessons learned from these efforts emphasize the importance of embracing risk, fostering partnerships, and keeping end users at the center of the design process to enhance the delivery of government services.
The Guide to Robotic Process Automation, including the RPA Playbook provides detailed guidance for federal agencies starting a new RPA program or evolving an existing one.
The Technology Transformation Service at GSA recently created a new Public Benefits Studio to focus on fostering a more cohesive, coordinated experience for the public, across programs. To do this, their team is seeking to collaborate with benefits agencies to develop shared technology tools and best practices that can be used by multiple benefits programs simultaneously. As a first initiative, the Studio exploring opportunities to close the gap in adoption of plain-language, multi-channel notifications, including using text messaging.
