This report summarizes progress made with agencies and members of the public to identify and reduce burdens that individuals, families, and small businesses face every day when interacting with government programs.
The “Start Small” approach encourages agencies to begin with targeted, manageable improvements in their WIC application process before expanding changes more broadly, fostering easier implementation and measurable early successes.
This webinar session discusses the importance of using CX metrics to guide agency-level decisions and how to gather, analyze, and apply customer feedback to optimize products and services.
The Performance.gov team hosted a webinar featuring federal customer experience (CX) changemakers from across government and focused on the nine CX projects that aim to address pain points learned about through human-centered design research.
Article describing the “time tax,” the costs to people applying or benefits in terms of spending substantial amounts of time navigating user-unfriendly interfaces. The article describes the necessity of simplifying safety-net programs and cross-coordinating across various social service programs.
Executive Order 14058, issued by President Joe Biden on December 13, 2021, aims to enhance the federal customer experience and service delivery to rebuild trust in government.
Government leaders discuss how to ensure seamless access to public benefits through breaking down silos, user-friendly digital identities, and privacy-focused security measures.
This guidance provides detail on activities to be conducted by designated High-Impact Service Providers (HISPs) under the Executive Order on Customer Experience.
This study highlights a 2.2% increase in citizen satisfaction with federal services, reaching a seven-year high, driven by improvements in digital experiences, government processes, and complaint handling.
