By Federal Chief Information Officer Clare Martorana
Every day, Americans use their phone to order food, monitor the weather, check their bank balance, and communicate with family and friends. These interactions are quick, easy, and seamless. Americans want to interact with the Federal government in the same way but we don’t consistently make it easy for you.
Currently, only two percent of government forms are digitized, 45 percent of websites have not been designed to work on mobile devices, and 60 percent of websites are not fully usable by those who use assistive technologies. When people search online for information and services from our government, they get too many results with confusing answers and it’s not clear what they should do next. This is unacceptable. We can and must do better.
Today, OMB is releasing new policy guidance to agencies on Delivering a Digital-First Public Experience (M-23-22), which will transform the way Federal government communicates with the American people digitally to ensure it is providing information that is easy to use, trustworthy, and accessible. This digital framework for government includes a variety of actions and standards to help Federal agencies design, develop, and deliver modern websites and digital services. The guidance will make it seamless for the public to obtain government information and services online, and help agencies fully implement the 21st Century Integrated Digital Experience Act (IDEA).
Today and over the coming years, this Digital Experience (DX) guidance will drive progress across government to ensure that you will:
- Know when you’re interacting with an official government website. Federal websites and digital services will have a more consistent visual design to help you know when you’re interacting with official government information and services online.
- Get the best answers to your top questions in language you can understand. Online government information will be published in plain language and become easier to find in search results.
- Access government online services regardless of ability. Websites and digital services will work with assistive technology so no one is left behind.
- Use government websites that work on mobile devices. Websites and digital services will be designed so they work on a wide range of screen sizes and devices.
- Interact with government in a way that works best for you. We will meet you where you are – online in addition to traditional channels including via the phone or mail.
This announcement is the latest step in the Biden-Harris Administration’s commitment to creating a government that delivers excellent customer service to the American people. Digital channels are a primary channel that the public wants to interact with government so it is a critical component of this initiative. Our DX guidance builds on the President’s Executive Order 14058, Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government and the President’s Management Agenda Customer Experience Priority to ensure every interaction between our government and the public, whether it involves filing taxes, applying for a small business loan, or renewing a passport, delivers value, service, and efficiency. When we do that well, we build greater trust in government.
Many Federal agencies have already begun their digital modernization journey while others are just getting started. By identifying each agency’s progress, we will be able to target the right investments to support digital delivery, consolidate and retire legacy websites and systems, work with our private sector partners to implement leading technology solutions, maximize the impact of taxpayer dollars, and deliver a government that is secure by design and works for everyone.
Our DX guidance is not only a bold mandate for a digital government; it also gives the Federal workforce the support they need to build a truly digital government, reduce administrative burden, drive the next decade of digital modernization and transformation, and deliver on their missions in a modern way. This is an exciting time to harness the power of technology across the Federal Government to deliver a modern, secure digital government worthy of the American people.
Read the policy guidance: OMB Memo 23-22
Read the digital experience fact sheet: Building Digital Experiences for the American People
Get digital delivery resources, best practices, and implementation updates: Digital.gov
Explore TMF project funding options: $100M TMF CX Allocation
Join us: CIO.gov
Questions? Contact firstname.lastname@example.org