Government Digital Experience

Full Title or Meme

The efficiency and popularity of most Government Digital Experiences is no where near where it could be. This page focus on how a Government can provide services to its human residents, including those that work for an Enterprise. The efforts of the US Federal government are highlighted, not because they have been very effective to date, but because they are forward-looking and comprehensive.

Context

• FACT SHEET: Building Digital Experiences for the American People released on 2023-09-22 by the Office of Management and Budget (OMB) with policy guidance to Federal agencies designed to transform the way government communicates with the American people digitally to ensure it is providing information that is easy to use, trustworthy, and accessible. The Delivering a Digital-First Public Experience (OMB M-23-22) guidance provides a robust policy framework for the next decade of digital modernization across government so agencies have common standards for delivering online tools and experiences that meet today’s expectations.
• Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government (2021-09-13)

  Our Government must recommit to being “of the people, by the people, [and] for the people” in order to solve the complex 21st century challenges our Nation faces. Government must be held accountable for designing and delivering services with a focus on the actual experience of the people whom it is meant to serve. Government must also work to deliver services more equitably and effectively, especially for those who have been historically underserved. ...The term “High Impact Service Provider” (HISP) means a Federal entity, as designated by the Director of the Office of Management and Budget (OMB), that provides or funds customer-facing services, including Federal services administered at the State or local level, that have a high impact on the public, whether because of a large customer base or a critical effect on those served. ... The Deputy Director for Management of OMB shall issue guidance for HISPs that outlines an annual process for assessing their capacity to manage customer experience, assessing their performance of designated services through meaningful measures from the perspective of the public and planning for the improvement of the customer experience.

• A list of High Impact Service Providers