Citizen Experience (CX) has been an important focus for many government agencies, as well as a key tenant of the President's Management Agenda. Now with considerably more people depending on government support for everything from general public health information to loans to keep small businesses running to unemployment benefits, CX is more important than ever.
While government still scores poorly on customer satisfaction surveys when compared with commercial organizations, there have been a number of bright success stories in the federal market. Looking at what has worked, there are several themes that every agency should keep in mind when designing customer experience improvements.
The Census Bureau's mission is "to serve as the nation's leading provider of quality data about its people and economy." 2020 is a decennial census year where the government is required by Article I, Section 2 of the Constitution to collect data on the population of the country. This data is used to determine the number of seats each state has in the U.S. House of Representatives and inform the distribution of billions in federal funds to local communities. The 2020 questionnaires will begin arriving to homes mid-March. All households receiving a questionnaire are required to fill it out and return it. Those that have not responded will be visited by census takers beginning in May.
The first census took place in 1790, one year after George Washington took office. For this initial census, marshals visited every house and collected data. The process took months and the end results were questioned for accuracy and completeness. Since then, the process by which census data is collected continues to evolve.
In 1890, a punch card system was used for the census. This automation was developed specifically to meet the growing amount of data that needed to be processed. The company that developed this technology went on to become IBM. Moving ahead 130 years, this year's census marks the first time people will be able to submit their responses online.
The ninth Federal Information Technology Acquisition Reform Act (FITARA) Scorecard, released in December, showed promising progress in meeting goals and in holding agencies accountable for their modernization efforts. For the first time, three different agencies earned an "A" or higher. The General Services Administration and Department of Education both received an "A+" and The United States Agency for International Development got an "A." This scorecard was the only time a failing grade was not handed out. Overall, agencies have upped their scores from a "D" average on the first scorecard in 2015 to a current "C+" average.
Scores are not the only thing that has increased. What is being measured has also grown. The first scorecard only measured four areas -- data center consolidation, IT portfolio review savings, incremental development, and risk assessment transparency. The latest version has nine subcategories that include measuring progress against recently enacted legislation.
Big gains in scores were found in regard to compliance with the Megabyte Act, legislation that aims to improve the way agencies manage their software licenses. Gains were also found in giving CIOs more authority. In fact, the reporting found that 22 agencies had permanent CIOs, two had acting CIOs and, of those, 16 reported directly to leadership.
Progress on data center consolidation also continues, though not without controversy. Rep. Gerry Connolly (D-Va.) voiced concern with the Office of Management and Budget's latest guidance on data center consolidation that changes the language to "optimization" and not "consolidation." He argued that consolidation is what frees up capital and drives cost savings, an area where agencies still struggle. Continue reading
The U.S. Department of the Treasury is the steward of U.S. economic and financial systems, and is responsible for maintaining the nation's financial infrastructure. This includes the production of currency, the disbursement of payments to the American public, revenue collection, and the borrowing of funds necessary to run the federal government. The most familiar agency within Treasury may also be the most dreaded, the Internal Revenue Service (IRS). With tax time approaching, we thought it was a good time to look at the challenges and focus of the Treasury.
- Cybercrime - The Treasury has always been focused on preventing fraud related to currency and tax evasion, but much like the Department of Defense has recognized cyberspace as a new battlefield. Treasury is now focusing on the Internet as the primary stage for money-related crimes. The speed at which crimes are carried out online require new techniques and tools. The use of cryptocurrencies to mask criminal behavior is also a huge focus of the Treasury's investigative departments.
- Blockchain - While blockchain has a tie to the movement of cryptocurrencies (both legitimate and criminal), Treasury is also looking at the technology as a way to better facilitate the management of federal grant funds. In one case, the National Science Foundation is using blockchain to track grant payments and ensure that the terms of the grant are being followed.
- Cloud - Like the Intelligence community, Treasury is looking to develop a cloud solution that meets the unique security needs of its mission while delivering on the efficiencies of the on-demand nature of cloud. The Department is developing a proposal for "T-Cloud," an enterprise wide suite of cloud and professional services across multiple providers. The goal to is award this contract and get it implemented by 2022.
- Citizen Experience - The IRS may be one of the most visible government agencies as citizens interact with them at least once a year. With their high touch with the public, the IRS has been a leader in redefining what customer service means in government. In fiscal 2018, 90% of customers were satisfied with their service via phone or a tax assistance center. This does not mean the work is done. A recent report gave the IRS a C+ on its use of language, saying the agency needs to make their web content more user-friendly using Plain Language
For those working at or supporting the Treasury, there are several upcoming events that can help bring these challenges and their solutions into focus.
Implementations and pilots of blockchain continue across government. The benefits of blockchain, including decentralization, immutability, security, and transparency, are appealing in government as they relate directly to mandates around security, privacy, and data openness. It is these needs that will drive further acceptance and use of blockchain.
As this article points out, innovation is not found in just one technology alone - it is a combination of inventions that when used together toward a specific goal create a new way of doing something. The example cited is the airplane. Human flight was made possible by the desire to travel faster and the combination of technologies and discoveries such as the gasoline engine and aerodynamics. Similarly, the goal of peer-to-peer transactions powered by blockchain will be achieved when the technology is combined with other innovations and processes. Some early successes fueling the wide application of blockchain include: