White House Looks to Focus Service Delivery Around ‘Life Events’ – By Natalie Alms (Nextgov) / April 22,2022
The Biden administration is fleshing out a plan to organize government services around the needs of Americans and not around agency org charts.
The White House wants to fundamentally change the way Americans access government services and benefits by focusing on the “life experiences” of those seeking assistance.
The effort was teed up in a December 2021 executive order on customer experience which, officials said, would create a “sustained, cross-government service delivery process” aligned with life events that often require interaction with the government.
For Americans facing retirement, surviving a disaster, transitioning out of the military, having children or experiencing financial shock, the Biden administration wants to offer a path to services that doesn’t require knowledge of how the government is organized.
“The federal government was created over more than two centuries into a patchwork of agencies and statutory responsibilities spread out across a bureaucracy,” said Amira Boland, federal customer experience lead at the Office of Management and Budget, during a Brookings Institution event on April 20
