FACT SHEET: President Biden’s Budget Improves Customer Experience and Service Delivery for the American People

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During his first year in office, President Biden signed an Executive Order directing a whole-of-government effort to design and deliver an equitable, effective, and accountable Government that delivers results for all Americans. Since then, more than 17 Federal agencies, through 35 High Impact Service Providers (HISPs), have taken actions to deliver customer experiences that are more simple, seamless, and secure. The President’s Budget builds on this work by proposing more than $500 million to modernize services, reduce administrative burdens, pilot new online tools and technologies, and improve agency capacity to improve service delivery. By centering the customer’s experience with Federal services, these investments bring value to Americans’ everyday interactions with the Federal government.

Specifically, the President’s Budget:

MODERNIZES SERVICE DELIVERY IN KEY AREAS

  • Improves the airport security experience. The Budget includes $2.7 million for TSA to pilot a Customer Experience Manager model at four airports focused on streamlining passenger screening, easy-to-understand signage, and better collection and review of customer feedback.
  • Modernizes Federal retirement services. The Budget includes $6.6 million for the Office of Personnel Management (OPM) to help reduce processing times and improve customer satisfaction, expand a pilot for online retirement application, and begin to fund additional IT modernization initiatives akin to a case management system. Click HERE to read more.