President Biden Executive Order (EO) Aims to Enhance Customers Experience
Last week, President Biden signed an Executive Order (EO) aimed at helping agencies put their customers at the center of everything they do in order to rebuild trust in government and enhance overall citizen services.
Specifically, the EO focuses on enhancing the citizen experience (CX) by modernizing programs, reducing administrative burdens, and piloting new online tools and technologies that can provide a simple, seamless, and secure customer experience.
The fact sheet that accompanied the EO offered a wide-range of examples of high-quality interactions that citizens should expect from government.
When it comes to filing individual and business tax returns, the fact sheet referenced the option to schedule customer support callbacks, as well as new online tools and services to ease the payment of taxes. This will potentially include automatic direct deposit refunds based on prior year tax returns, tax credit eligibility tools, and expanded electronic filing options.
The IRS has already deployed a natural language processing voice bot that responded to an incredible 875,000 taxpayer inquiries about the COVID-19 Economic Impact Payment, and has a successful completion rate of over 40 percent.
In March, Seema Khan, CEO of Makpar, authored this Government Computer News (GCN) guest article titled, “Why the CX Journey Matters.” Specifically, the article discusses how agencies fared in the latest Forester U.S. Federal Customer Experience Index, and highlighted how the IRS is already on the CX forefront with the appointment of a new chief taxpayer experience officer.
However, the biggest takeaway from the article is that industry members are here to help agencies enhance their CX journeys. This can include project management services to developing cutting-edge, citizen-facing technologies and applications.
Industry members can also create and scale shared services for user identity verification, as well as provide citizens access to online services in a manner that promotes confidence, privacy, choice and innovation.
President Biden’s new EO is a major step forward to truly enhancing overall citizen experiences and engagement. Today’s citizens expect self-serve, mobile-friendly, digital tools that they use in their everyday lives – and government is now poised to deliver!
Contact us here for more information on how we can help you start your government CX journey.