|
|
|
THIS MONTH
Welcome to Issue 74 of the Citizen Services Newsletter.
September was an active month, both celebrating digital services and customer experience successes, at the Service to the Citizen Awards and the recently released White House Memo M-23-22 policy guidance on delivering a digital first public experience.
In a blog on whitehouse.gov on September 22, 2023, “Why the American people deserve a digital government” OMB released new policy guidance to agencies on Delivering a Digital-First Public Experience (M-23-22), which is intended to “transform the way Federal government communicates with the American people digitally to ensure it is providing information that is easy to use, trustworthy, and accessible. This digital framework for government includes a variety of actions and standards to help Federal agencies design, develop, and deliver modern websites and digital services. The guidance will make it seamless for the public to obtain government information and services online, and help agencies fully implement the 21st Century Integrated Digital Experience Act (IDEA).”
This Digital Experience (DX) guidance will drive progress across government to ensure that the public will:
1. Know when they are interacting with an official government website.
Federal websites and digital services will have a more consistent visual design to help you know when you’re interacting with official government information and services online.
2. Get the best answers to their top questions in the language you can understand.
Online government information will be published in plain language and become easier to find in search results.
3. Access government online services regardless of ability. Websites and digital services will work with assistive technology so no one is left behind.
4. Use government websites that work on mobile devices.
Websites and digital services will be designed so they work on a wide range of screen sizes and devices.
5. Interact with the government in a way that works best for them.
The government will meet the public where they are – online in addition to traditional channels including via the phone or mail.
This fact sheet describes the problem the digital experience guidance is intended to solve.
Delivering a digital first experience but not digital only is critical to the successful delivery of services to meet the needs of everyone.
|
|
|
The guidance sets new standards and actions for agencies as they look to enhance and modernize the way they interact with the American public through digital services and websites. View the full article.
|
|
|
The long-awaited guidance to support the implementation of the IDEA Act tasks agencies with ramping up their digital offerings while mandating consistent brand and design standards across the federal government. View the full article.
|
|
|
"I think things like websites written in plain languages and simpler forms are the love language of democracy," said Loren DeJonge Schulman. View the full article.
|
|
|
GSA "discovered" that federal website URLs were producing false negatives, which were eventually published. View the full article.
|
|
|
The Department of Veterans Affairs is conducting a “full review” of all processing systems on its main website, after discovering technical problems that may have delayed disability claims for tens of thousands of veterans. View the full article.
|
|
|
Robin Carnahan calls on federal agencies to make the most of the Biden administration’s customer experience focus. View the full article.
|
|
|
LATEST FEDERAL ACCOMPLISHMENTS
|
|
|
|
The effort reflects the Biden administration's government-wide push to improve customer experience. View the full article.
|
|
|
STATE & LOCAL GOVERNMENT
ACCOMPLISHMENTS
|
|
|
|
Thirty states have wrongly disenrolled people during the “unwinding” of the health insurance program from pandemic-era policies. But nearly half a million individuals—many of them kids—have since been reinstated. Plus, more news to use from around the country in this week's State and Local Roundup. View the full article.
|
|
|
California's state chief information officer and a T-Mobile executive both said it's essential for government to keep pace with technological advancements. View the full article.
|
|
|
The Partnership’s first annual trust summit discussed the current state of public trust in government, how federal agencies are working to change perceptions and the opportunity for leaders from government, philanthropy, entertainment, media and other sectors to begin rebuilding trust in our government and democracy. Watch the full video here.
|
|
|
LATEST TECHNOLOGY IMPACTING CX
|
|
|
|
Non-English speaking residents of Minnesota can more easily access driver and vehicle services thanks to a new generative AI-based virtual assistant that automatically translates English into Hmong, Spanish and Somali. View the full article.
|
|
|
USPTO believes adding advanced AI technologies “offers unique opportunities to leapfrog forward to further enhance patent search capabilities and further strengthen the patent system.” View the full article.
|
|
|
In this episode of The CX Tipping Point Podcast, Martha Dorris talked with Robert (Bob) Kayl, a Program Manager for the Defense Health Agency’s Web and Mobile Technology Program. Bob shared his journey on returning to government service due to his commitment to the mission of government and the personal satisfaction from working in the government.
Bob Kayl is a 2023 Service to the Citizen Award winner for his work in DHA’s creation of almost 40 native mobile applications, seven progressive web applications, two virtual reality applications, and projects focused on knowledge management and collaboration. The applications cover categories such as patient health, provider tools, personnel readiness, and organizational management.
Bob was recognized for his innovative approaches to enabling active-duty service members, clinicians, veterans, and families to access digital services to meet their healthcare needs. His organization also manages health.mil and tricare.mil. Learn more about his efforts in:
- Knowledge management
- Cybersecurity including his approach to ethical hacking
- Drive for innovation to improve the experience their users are having when accessing these websites for their healthcare needs.
Listen here.
|
|
The CX Tipping Point Podcast
Produced by DCI, Hosted by Martha Dorris
The CX Tipping Point Podcast was launched to increase the awareness of how the business discipline of customer experience can improve the delivery of government services. How can we leverage the best practices in the commercial industry within the constraints of government. We are bringing you the only podcast focused on improving the experience that citizens, businesses and governments have when interacting, engaging and transacting with the government.
|
|
|
Why the American People Deserve a Digital Government
Reposted from The White House
By: Federal Chief Information Officer, Clare Martorana
Every day, Americans use their phone to order food, monitor the weather, check their bank balance, and communicate with family and friends. These interactions are quick, easy, and seamless. Americans want to interact with the Federal government in the same way but we don’t consistently make it easy for you.
|
|
|
| | |
