In today’s digital era, the average American has grown accustomed to the simplicity and immediacy offered by modern technologies. From ordering food to checking bank balances, people expect interactions to be quick, user-friendly, and efficient. Such expectations naturally extend to their interactions with the federal government.
Yet, the government hasn’t always lived up to these digital standards. As Federal Chief Information Officer Clare Martorana recently highlighted, a mere two percent of government forms are digitized. Almost half of the government websites aren’t mobile-friendly, and a significant 60 percent don’t fully cater to those using assistive technologies. When citizens turn to the internet to seek government-related information or services, they’re often met with an overwhelming number of confusing results. This lack of streamlined digital service is not only frustrating but, in today’s digital age, it’s also unacceptable.
To address this, the Office of Management and Budget (OMB) has introduced a new policy guidance titled “Delivering a Digital-First Public Experience (M-23-22)“. This directive aims to revolutionize how the federal government interacts digitally with the American populace. Its main focus is to ensure that government information is not only easy to access but also trustworthy and accessible. This guidance has been launched to support the broader objectives of the 21st Century Integrated Digital Experience Act (IDEA).
What can the American public expect from this initiative? For one, there will be a more unified look across federal websites and digital platforms, enhancing the trust factor when accessing government information online. Online content will be presented in plain language, making it easier to understand and search. Importantly, the new standards prioritize inclusivity; ensuring digital platforms are accessible to everyone, including those who rely on assistive technologies. Furthermore, there will be a strong emphasis on mobile responsiveness, given the rising trend of mobile internet usage.
But beyond these technical improvements, there’s a deeper underlying goal: to rebuild the public’s trust in government. The new digital initiative complements President Biden’s Executive Order 14058, which focuses on transforming the federal customer experience. The idea is that every government-citizen interaction, whether it’s tax-related, associated with business loans, or passport renewals, should reflect efficiency, value, and excellent service. When these elements are consistently present, trust in the government naturally strengthens.
While some federal agencies have already initiated steps towards digital modernization, others are in the nascent stages. The new directive will enable a more coordinated approach, ensuring efficient investments, adoption of the latest technological solutions, and overall better use of resources. This will further enhance the security and inclusivity of government platforms, ensuring they’re designed with every American in mind.
In summary, the “Delivering a Digital-First Public Experience” memorandum is not just a policy directive; it represents a renewed commitment to the American people. It acknowledges the pivotal role of technology in shaping modern experiences and leverages it to offer a government that is not only digitally advanced but also more attuned to the needs of its citizens. As the federal government embarks on this transformative journey, one thing is clear: the digital age offers a unique opportunity to redefine the government-citizen relationship for the better.
At Intuitial LLC, we’ve always been passionate about transforming the digital interface between government agencies and the American public. Inspired by principles like those in the Digital Services Playbook and excited about the promise of the new memorandum, we’re here to help agencies navigate this transformative journey. Together, let’s reimagine how we can change people’s lives through innovative digital transformation.
Transforming digital experiences isn’t just about adopting new technologies; it’s about envisioning a future where every interaction with the government is seamless, efficient, and enriching.
