The 2021 President’s Management Agenda identified federal customer experience as a priority area for improvement. GAO was asked to review OMB and selected federal agencies’ efforts to improve federal customer experience.
The IRS Direct File Pilot Program After Action Report evaluates the 2024 pilot of a free, government-run tax filing system, assessing taxpayer participation, user experience, and potential for future expansion.
CMS has identified a number of immediate and longer-term strategies that states can implement to improve application processing timeframes and address application backlogs.
This plan promotes responsible AI use in public benefits administration by state, local, tribal, and territorial governments, aiming to enhance program effectiveness and efficiency while meeting recipient needs.
U.S. Department of Health and Human Services (HHS)
This framework outlines USDA’s principles and approach to support States, localities, Tribes, and territories in responsibly using AI in the implementation and administration of USDA’s nutrition benefits and services. This framework is in response to Section 7.2(b)(ii) of Executive Order 14110 on Safe, Secure, and Trustworthy Development and Use of Artificial Intelligence.
Comprehensive and sustained improvement in benefits access and customer experience requires changes across policy, operations, technology, staffing, procurement, and more. This guide offers a collection of actions and best practices for states to apply.
