The Executive Order, Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government (CX EO) put a governmentwide priority on accelerating modernization efforts that impact how the government serves its citizens. A key focus of the CX EO was reducing the "time tax" by simplifying processes for applying for federal aid - particularly in areas where there was already high stress like disaster assistance, financial shock, or adding children to a family. The programs that have emerged as early solutions have focused on two key areas - understanding the journey and experience of the customer and enabling better data sharing across organizations.
Meeting Customers Where They Are
Citizens expect mobile access with personalized service when interacting with nearly any commercial entity. That expectation extends to the government and agencies working to deliver service via apps and streamlined digital portals.Continue reading →
The Department of Health and Human Services (HHS) has been in the spotlight like never before with their critical role in managing the pandemic. While there is a lot of work still to be done on that front, other critical efforts are taking place across HHS agencies that will have an incredible impact on the health and well-being of citizens.
The necessity of sharing data to understand and respond to the pandemic spawned a host of new applications and a new openness to data sharing across HHS as well as governmentwide. The first major HHS data sharing platform was launched in April 2020. Named HHS Protect, this platform provided visibility into more than four billion data elements from 225 sources providing intelligence on rates of infection and hospitalizations. HHS is committed to expanding its use and sharing of data in all areas of its mission with programs including the Data Optimization Initiative, Administration for Children and Families Data Sharing Solutions, and the Trusted Exchange Framework and Common Agreement (TEFCA).Continue reading →