This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
Login.gov created a first-of-its-kind, publicly-visible program roadmap and shares tips on how other programs can build their own roadmaps to improve transparency.
Programs like Medicaid and SNAP are managed at the federal level, administered at the state level, and often executed at the local level. Because there are so many in-betweens, there is significant duplicated effort, demonstrating the need to simplify eligibility rules to facilitate easier implementation.
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.
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.
It is frequently assumed that when rules are implemented as code, a rules engine is necessary. However, it is possible for policy people and engineers to effectively work together to code logic that drives technological system without needing a mediating rules engine at all.
