Transforming Federal Customer Experience and Service Delivery To Rebuild Trust in Government

This executive order directs federal agencies to modernize service delivery and reduce administrative burdens on the public, framing inefficient government processes as a "time tax" on citizens. It mandates specific digital upgrades across agencies—from online passport renewal to streamlined disaster assistance applications—and establishes a framework for designating High Impact Service Providers (HISPs) with ongoing accountability for customer experience improvements.

Federal Register Open PDF 86 FR 71357

Impact dates

Dec 13, 2022
HISP annual designation of prioritized services for improvement
Jun 11, 2022
GSA roadmap for common services, standards, platforms, and digital products
Jun 11, 2022
PMC status report to Chief of Staff on customer life experience improvements
Jun 11, 2022
PMC status reports every 6 months thereafter
Apr 12, 2022
Social Security Commissioner report on physical documentation requirements
Apr 12, 2022
OMB guidance on data sharing and State/local service streamlining
Apr 12, 2022
OIRA guidance on reducing information collection burdens and Paperwork Reduction Act flexibilities
Mar 13, 2022
OMB/PMC select prioritized customer life experiences

Key directives

Secretary of State: design online passport renewal without mailed documents
Secretary of Treasury: new online tax tools with scheduled call-back support
Secretary of Agriculture: test WIC online purchasing; simplify SNAP/WIC enrollment; simplify direct farm loan applications
Secretary of HHS: personalized Medicare online tools; maternal health quality measurement by race/ethnicity; auto-enrollment across benefit programs; HIPAA telehealth guidance post-COVID emergency
Secretary of Education: repayment portal on StudentAid.gov
Secretary of VA: integrated digital platform on VA.gov with on-demand chat support
Secretary of Homeland Security: test airport security tech; streamlined online disaster assistance
Social Security Commissioner: 120-day report on physical documentation requirements; mobile-accessible document upload; electronic signature policy
GSA Administrator: USA.gov redesign roadmap as "Federal Front Door"; HISP design team support
OMB: designate HISPs; establish cross-agency customer experience team
All HISPs: annual designation of prioritized services for improvement
Agency heads: integrate customer experience into strategic plans, performance plans, and senior executive evaluations

Who is ordered

Timeline

Immediate

EO signing and policy announcement
Social Security Administration begins 120-day analysis of physical documentation requirements

Near term (90d)

OMB/PMC selects prioritized customer life experiences (Sec. 5(a))
OMB guidance on data sharing and Paperwork Reduction Act flexibilities due (Sec. 5(e)-(f))

Long term

HISP annual assessment and improvement cycles begin
USA.gov redesign roadmap due (Sec. 5(g))
Agency strategic plan integration of customer experience metrics
Ongoing HISP designation and service prioritization

Risks & tensions

Implementation dependent on 'available and budgeted resources' (Sec. 6(b)), creating vulnerability to funding constraints
Many directives use qualified language ('should consider,' 'to the extent practicable,' 'might include') reducing enforceability
Auto-enrollment across benefit programs (Sec. 4(f)(iii)) may face statutory barriers and data-sharing privacy concerns
Maternal health measurement by race/ethnicity (Sec. 4(f)(ii)) could generate political friction despite equity focus
Integration of Login.gov with VA systems (Sec. 4(n)(i)) involves complex cybersecurity and identity management challenges
Vague: 'regular basis' for customer life experience selection undefined; 'every 6 months thereafter' reporting lacks end date