President Biden signed an executive order on Monday calling on government agencies to improve their websites to provide a better customer experience.
Why is this important: Browsing government websites or services can be a cumbersome and frustrating process for people, especially when needed.
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Driving the news: the Executive Decree, details of which were released ahead of the signing, identifies 36 customer improvement commitments to be made across 17 federal agencies, with a focus on key milestones in interacting with government, such as turning 65 or having a child. The changes include:
Give filers the option to schedule an IRS customer service callback.
Allow Americans to renew their passports online.
Allow retirees to claim their benefits online.
What they say : “We looked at the biggest sticking points for people with their government – filing taxes, applying for Social Security benefits, waiting in TSA queues, and focused on ways to reduce these. friction, ”said Neera Tanden, senior advisor to the president, in a call with reporters.
And after: The White House expects agencies to make the changes in the coming months, all implemented within a year, said Jason Miller, deputy director of management at OMB.
Miller said the upgrades were designed with agency capabilities in mind, but the US digital service, the government’s technology task force, will also play a role.
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