Punch lines shouldn’t shape perceptions—but they often do.
For far too long, jokes about slow service, indifferent employees, and excessive red tape have negatively influenced the way many people view local, state, and federal government agencies in the United States.
Administrators across the nation are finally beginning to rewrite this citizen experience narrative, using technology modernization to change preconceptions about what public services providers can—or, perhaps more importantly,
The case for modernization
President Joe Biden set the stage for transformation when he issued the Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government,1 instructing all federal agencies to update their technology to better serve the public. The National Association of State Chief Information Officers (NASCIO) also identified improving citizen experiences as one of its top priorities.2 Both suggest similar goals:
– Build trust. Officials believe enhancing delivery of public services may bolster citizen trust in government.
– Promote equity. Digital services can help improve accessibility to, and the inclusivity of, government
– Meet expectations. Citizens have grown accustomed to engaging with organizations electronically, public
Services providers at every level are scrutinizing their operations with these objectives in mind. The agencies making the most progress—and literally transforming citizen experiences—have aligned their approach to what we believe are three key imperatives.