U.S. government agencies are undergoing a major paradigm shift in how they design and operate public-facing government programs, particularly in the digital space. With the passing of IDEA, the 21st Century Integrated Digital Experience Act, federal executives have the legislative authority to pursue high-value, low-risk digital means of serving the public. As reinforcement, the President’s 2018 budget promotes an innovative framework for pursuing digital engagements with the public. Together, these mandates foster a Digital Experience Framework, helping federal leaders identify best practices in customer (citizen) engagement from the current digital landscape in the private and public sectors to enhance the online customer experience of federal programs.
The Digital Experience Framework is simple: Examine and evaluate the digital approach of all federal programs in the context of their online customer experiences.
In practice, the Framework calls on leaders to focus on key elements of the digital customer experience, such as simplifying online engagement, designing prudent handling of data and digital documents, and leveraging engagement data to streamline online operational workflows. The Framework provides a clear opportunity for a built-in feedback loop, where the continuous awareness and refinement of citizen experience guides how we design program operations.
The Framework will revolutionize how we evaluate program performance. By focusing on how well we shape customers’ online experiences, we will have a new standard for determining value across disparate programs and a means of making iterative improvements. The Digital Experience Framework, shaped by Congress and the White House, is the start of an exciting, deep digital transformation of the Federal Government as it relates to its citizens.