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Late last year, President Biden issued an executive order aimed at improving customer experience and rebuilding Americans’ trust in the federal government.

  • Martha Dorris, consultant and former deputy associate administrator for the General Services Administration Office of Citizen Services, said the government’s progress on implementing the executive order varies by agency and that they are still figuring out everything they need to do.
  • The Department of Veterans Affairs has been particularly successful, and strong leadership is the most important factor, she said.
  • Dorris said she created the Service to the Citizen Awards program to recognize unsung heroes at all levels of government.

SEE ALSO | How one office has transformed veteran experience

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