Improving Service. Improving Trust.

Improving customer service (or in the case of the government, citizen service) has been a focus of the Federal government for the past several administrations, most recently being named a key goal of the Biden-Harris President's Management Agenda (PMA). Despite this focus, citizen satisfaction with government service has remained low, but a 2022 report shows that the tide may be turning.

The American Customer Satisfaction Index's (ACSI) Federal Government Report 2022 showed that citizen satisfaction with Federal government services increased by 4.6 percent in 2022. Report authors attribute the increase to improved availability of digital services (spurred by the PMA and the Customer Service Executive Order) and major government initiatives including the distribution of free COVID-19 tests. Continue reading

Agile Becomes a Core Competency of Government

Agile is not a technology but rather an approach. As such, the barriers to adoption are not technical, they are cultural. Moving to Agile requires a complete shift in thinking from waterfall development. No longer is it feasible to set requirements at the beginning of the project and then design to those specifications, not launching until the whole system is complete. Rather, Agile works more in line with the pace of today, emphasizing constant communication to introduce change into the development process and encouraging small elements of the end solution to be released throughout the project lifecycle. Use of Agile in government has come a long way, but there is still room for improvement in how agencies meet digital goals and expectations. Continue reading