OMB to Release Tools Aimed at Improving Customer Experience

A White House office aims to improve Americans’ experience in transacting with the federal government.

The Office of Management and Budget is developing analytics tools to track the use of the United States web design system. Based on the General Services Administration’s site scanner program, it is part of the agency’s guidance on how to deliver a digital public experience that was released in September, FedScoop reported.

Speaking at the recent ACT-IAC CX Summit, U.S. Federal Chief Information Officer Clare Martorana, a Wash100 winner, said the tools will measure federal agencies’ customer experience capabilities. She added that OMB wants to address the customers’ needs while helping federal agencies with their digital transition.

Martorana, saying agencies need to develop digital services around customers, called for a standardized approach in designing websites for customers to have a great digital experience.

Apart from improving customer experience when accessing digital services, the agency is also improving the Federal Risk and Authorization Management Program. In November, it sought public feedback, seeking to scale FedRAMP-approved products and boosting automation across the government.