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Why Biden’s Executive Order on Customer Experience Could Be a Game-Changer

Unlike prior initiatives to simply digitize the bureaucracy, this one could actually improve access to government services

WASHINGTON, DC — DECEMBER 13: U.S. President Joe Biden signs an executive order related to government services in the Oval Office of the White House December 13, 2021 in Washington, DC. The executive order seeks to streamline and modernize a wide array of government services, including claiming retirement benefits, renewing passports, and filing taxes. (Photo by Drew Angerer/Getty Images)

Most of the Kafka-esque nightmares people get stuck in happen because each service sees only the burden they impose, and not the total of the burden the customer experiences.



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Jennifer Pahlka

Author of Recoding America: Why Government Is Failing in the Digital Age and How We Can Do Better, out May 23. Pre-order! (thank you)