Mike Hettinger, president of Hettinger Strategy Group and Rich Beutel, principal at Cyrrus Analytics discuss a bill to redesign federal websites, and the rapid timeframe it proposes.
Studies show that citizens are increasingly dissatisfied with their online government interactions. The 21st Century Integrated Digital Experience Act aims to improve user friendliness for government websites. The Senate version of the bill, authored by Sen. Rob Portman (R-OH) and co-sponsored by Sen. Claire McCaskill (D-MO), advanced this week with the House version not too far behind. Rich Beutel, principal at Cyrrus Analytics, says that the bill will probably garner wide support in Congress. “It’s bipartisan and bicameral, which we think lends good hope for it going forward and becoming law,” Beutel said. “Recall that IT modernization was initially premised on the need to address cybersecurity concerns… Now we’re pivoting to customer experience as a driver for the whole premise of IT modernization.” Mike Hettinger, president of Hettinger Strategy Group, says that the bill will be funded using existing money earmarked for IT modernization “If you look at the FY19 Financial Services and General Government bill, the language around the Technology Modernization Fund calls specifically to use that 150 million dollars or at least portions of it for those types of things that improve customer service,” says Hettinger. “That’s really what 21st Century IDEA is all about. It is customer service week. It is a good time to talk about how we leverage technology to improve customer service.”