To fix longstanding problems in service delivery and customer service, the government needs a fundamental transformation — to become great at service delivery. This can be done by addressing key root causes with speed, upskilling the federal workforce to excel at service delivery and reimagining security and oversight — to ultimately empower innovative teams to deliver meaningful improvements.
Currently, Americans expect long wait times and confusing status updates when applying for retirement benefits or filing their taxes — and that’s before the COVID pandemic pushed these challenges into a full-blown crisis, prompting President Biden to issue the Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government in December 2021.
