In 2011, President Obama announced "Improved Customer Service" as a cross-agency priority. Since then, a concerted effort has been put forth to improve the citizen experience with government services. The goal was for each agency to develop a customer service plan that included ways to use technology to improve the customer experience. Agencies posted the plans on their Open Government websites in October 2011, with the goal to build on these plans to streamline and improve customer service delivery.[Tweet "Improving the Citizen Experience With Government Services #GovEventsBlog"]

Since then, the "digitization of government" has become a hot trend followed by the media. More and more agencies are moving formerly cumbersome and paper-intensive processes online as Internet access via smart phones and other devices has become prevalent. All this work has resulted in some positive outcomes. Continue reading →