Observed Signal · Feb 1, 2022 · Policy Update · Source: CMSWire · Impact: 2/5 · Sentiment: Neutral
U.S. Government Looks to Improve Poor Customer Experience
The U.S. federal government is attempting to address longstanding customer experience failures across public services. In December 2021, President Biden signed an executive order aimed at transforming federal customer experience and service delivery to rebuild trust in government. The article highlights persistent problems such as IRS call center delays and limited responsiveness, decentralized and inconsistent search across more than 5,700 executive branch websites, and a lack of advanced or multilingual search capabilities. As a positive example, the City of Santa Monica launched a unified 311 web portal and mobile app, which processed thousands of resident requests and demonstrated how technology can improve constituent services. Industry executives from Liveops, Search.io, and Verint comment on the need for scalable workforces, better federated search, and modern digital experiences in the public sector. Whether full-scale federal improvement will materialize remains uncertain.
Federal executive order and public-sector CX challenges highlight government technology modernization efforts, but direct impact on the AdTech/MarTech industry is limited.
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Key Takeaways & Evidence Grounding
- President Biden signed an executive order in December 2021 to transform federal customer experience and service delivery.
- The IRS answered fewer than 9% of calls in 2021 and faced enormous challenges during the 2022 tax filing season.
- More than 5,700 executive branch websites receive over 5 billion visits every 90 days, according to Search.io's CEO.
- Santa Monica launched a new web portal and mobile app for 311 services, receiving 7,636 requests in Q4 2021.
- Government website page views increased from 38 billion in 2019 to 60 billion in 2020, according to Data.gov.
Connected Companies & Entities
1 Entity mapped“Brian Koma, Vice President of Public Sector for Experience Management at Verint, commented on government CX trends....”
Ontology Mapping & Concepts
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