Implementing government customer experience and employee experience to improve mission and service delivery

In support of The President’s Management Agenda (PMA), Executive order 14058 (Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government) was signed on December 13, 2021 and ensures customer experience is no longer a nice-to-have but a must-have for U.S. federal government agencies. The executive order creates a focus on necessary actions for “modernizing programs, reducing administrative burdens, and piloting new online tools and technologies that can provide a simple, seamless, and secure customer experience.” Elevating these actions with an executive order means additional visibility, support, and accountability for federal agency leaders. It will also allow leaders and their teams to work with more confidence to reimagine how to better support federal employees and all the people it serves.