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The White House’s new executive order on customer experience aims to rebuild the public’s trust in the federal government. Under the order, the General Services Administration (GSA) has multiple initiatives to streamline its public-facing services.

  • Martha Dorris, former deputy associate administrator for the Office of Citizen Services at GSA, said the “landmark” EO involves building structure across governance platforms, improving websites and increasing leadership for high-impact services.
  • GSA will work with agencies to start to transform USA.gov so it supports authenticated, transactional services and work with the Department of Veterans Affairs (VA) to seamlessly integrate Login.gov, said Dorris.
  • She said positive interaction experiences with government improve trust, efficiency and voluntary compliance with activities like paying taxes and filling out the census.

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January 2022
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