Presidential DocumentExecutive Order 140582021-27380
Transforming Federal Customer Experience and Service Delivery To Rebuild Trust in Government
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Published
December 16, 2021
Signed
December 13, 2021
Issuing agencies
Executive Office of the President
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<title>Federal Register, Volume 86 Issue 239 (Thursday, December 16, 2021)</title>
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[Federal Register Volume 86, Number 239 (Thursday, December 16, 2021)]
[Presidential Documents]
[Pages 71357-71366]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2021-27380]
Presidential Documents
Federal Register / Vol. 86, No. 239 / Thursday, December 16, 2021 /
Presidential Documents
[[Page 71357]]
Executive Order 14058 of December 13, 2021
Transforming Federal Customer Experience and
Service Delivery To Rebuild Trust in Government
By the authority vested in me as President by the
Constitution and the laws of the United States of
America, it is hereby ordered as follows:
Section 1. Purpose. Our Government must recommit to
being ``of the people, by the people, [and] for the
people'' in order to solve the complex 21st century
challenges our Nation faces. Government must be held
accountable for designing and delivering services with
a focus on the actual experience of the people whom it
is meant to serve. Government must also work to deliver
services more equitably and effectively, especially for
those who have been historically underserved.
Strengthening the democratic process requires providing
direct lines of feedback and mechanisms for engaging
the American people in the design and improvement of
Federal Government programs, processes, and services.
As the United States faces critical challenges,
including recovering from a global pandemic, promoting
prosperity and economic growth, advancing equity, and
tackling the climate crisis, the needs of the people of
the United States, informed by, in particular, an
understanding of how they experience Government, should
drive priorities for service delivery improvements. In
recent years, the annual paperwork burden imposed by
executive departments and agencies (agencies) on the
public has been in excess of 9 billion hours. That
number is too high. Agencies must work with the
Congress; the private sector and nonprofit
organizations; State, local, Tribal, and territorial
governments; and other partners to design experiences
with the Federal Government that effectively reduce
administrative burdens, simplify both public-facing and
internal processes to improve efficiency, and empower
the Federal workforce to solve problems.
The Federal Government must design and deliver services
in a manner that people of all abilities can navigate.
We must use technology to modernize Government and
implement services that are simple to use, accessible,
equitable, protective, transparent, and responsive for
all people of the United States. When a disaster
survivor, single parent, immigrant, small business
owner, or veteran waits months for the Government to
process benefits to which they are entitled, that lost
time is a significant cost not only for that
individual, but in the aggregate, for our Nation as a
whole. This lost time operates as a kind of tax--a
``time tax''--and it imposes a serious burden on our
people as they interact with the Government. Improving
Government services should also make our Government
more efficient and effective overall.
Every interaction between the Federal Government and
the public, whether it involves renewing a passport or
calling for a status update on a farm loan application,
should be seen as an opportunity for the Government to
save an individual's time (and thus reduce ``time
taxes'') and to deliver the level of service that the
public expects and deserves. By demonstrating that its
processes are effective and efficient, in addition to
being fair, protective of privacy interests, and
transparent, the Federal Government can build public
trust. Further, the Federal Government's management of
its customer experience and service delivery should be
driven fundamentally by the
[[Page 71358]]
voice of the customer through human-centered design
methodologies; empirical customer research; an
understanding of behavioral science and user testing,
especially for digital services; and other mechanisms
of engagement.
Executive Order 12862 of September 11, 1993 (Setting
Customer Service Standards), required agencies that
provide significant services directly to the public to
identify and gather feedback from customers; establish
service standards and measure performance against those
standards; and benchmark customer service performance
against the best customer experience provided in the
private sector. Executive Order 13571 of April 27, 2011
(Streamlining Service Delivery and Improving Customer
Service), further required agencies to develop a
``Customer Service Plan . . . to address how the agency
will provide services in a manner that seeks to
streamline service delivery and improve the experience
of its customers.'' Executive Order 13707 of September
15, 2015 (Using Behavioral Science Insights To Better
Serve the American People), called for the use of
empirical findings in behavioral science fields to
deliver better results for the American people,
including by identifying ``opportunities to help
qualifying individuals, families, communities, and
businesses access public programs and benefits.'' And
Executive Order 13985 of January 20, 2021 (Advancing
Racial Equity and Support for Underserved Communities
Through the Federal Government), established the policy
of the Federal Government to ``pursue a comprehensive
approach to advancing equity for all, including people
of color and others who have been historically
underserved, marginalized, and adversely affected by
persistent poverty and inequality.'' Consistent with
these aims, agencies have begun assessing whether, and
to what extent, their programs and policies perpetuate
systemic barriers to opportunities and benefits for
people of color and other underserved groups. These
previous actions have laid an important foundation for
the policies and procedures set forth in this order.
However, more is required to establish the sustained
system for Federal Government accountability and
performance necessary to drive an ongoing focus on
improved delivery and results for the people of the
United States.
Sec. 2. Policy. It is the policy of the United States
that, in a Government of the people, by the people, and
for the people, improving service delivery and customer
experience should be fundamental priorities. The
Government's performance must be measured empirically
and by on-the-ground results for the people of the
United States, especially for their experiences with
services delivered. The means of Government--such as
its budget, policy, financial management, procurement,
and human resources practices--must work to achieve
those ends. Agencies should continually improve their
understanding of their customers, reduce administrative
hurdles and paperwork burdens to minimize ``time
taxes,'' enhance transparency, create greater
efficiencies across Government, and redesign
compliance-oriented processes to improve customer
experience and more directly meet the needs of the
people of the United States. Consistent with the
purpose described in section 1 of this order, agencies'
efforts to improve customer experience should include
systematically identifying and resolving the root
causes of customer experience challenges, regardless of
whether the source of such challenges is statutory,
regulatory, budgetary, technological, or process-based.
Furthermore, to engender public trust, agencies must
ensure that their efforts appropriately maintain or
enhance protections afforded under law and policy,
including those related to civil rights, civil
liberties, privacy, confidentiality, and information
security.
Sec. 3. Definitions. For purposes of this order:
(a) The term ``customer'' means any individual,
business, or organization (such as a grantee or State,
local, or Tribal entity) that interacts with an agency
or program, either directly or through a federally-
funded program administered by a contractor, nonprofit,
or other Federal entity.
(b) The term ``customer experience'' means the
public's perceptions of and overall satisfaction with
interactions with an agency, product, or service.
[[Page 71359]]
(c) The term ``customer life experience'' means
each important point in a person's life at which that
person interacts with one or more entities of
Government.
(d) The term ``equity'' means the consistent and
systematic fair, just, and impartial treatment of all
individuals, including individuals who belong to
underserved communities that have been denied such
treatment, such as Black, Latino, Indigenous and Native
American persons, Asian Americans and Pacific
Islanders, and other persons of color; members of
religious minorities; lesbian, gay, bisexual,
transgender, and queer (LGBTQ+) persons; persons with
disabilities; persons who live in rural areas; and
persons otherwise adversely affected by persistent
poverty or inequality.
(e) The term ``High Impact Service Provider''
(HISP) means a Federal entity, as designated by the
Director of the Office of Management and Budget (OMB),
that provides or funds customer-facing services,
including Federal services administered at the State or
local level, that have a high impact on the public,
whether because of a large customer base or a critical
effect on those served.
(f) The term ``human-centered design'' means an
interdisciplinary methodology of putting people,
including those who will use or be impacted by what one
creates, at the center of any process to solve
challenging problems.
(g) The term ``service delivery'' means actions by
the Federal Government related to providing a benefit
or service to a customer of a Federal Government
entity. Such actions pertain to all points of the
Government-to-customer delivery process, including when
a customer applies for a benefit or loan, receives a
service such as health care or small business
counseling, requests a document such as a passport or
Social Security card, files taxes or declares goods,
uses resources such as a park or historical site, or
seeks information such as notices about public health
or consumer protection.
Sec. 4. Agency Actions to Improve Customer Experience.
(a) The Secretary of State shall design and deliver a
new online passport renewal experience that does not
require any physical documents to be mailed.
(b) The Secretary of the Treasury shall design and
deliver new online tools and services to ease the
payment of taxes and provide the option to schedule
customer support telephone call-backs. The Secretary of
the Treasury should consider whether such tools and
services might include expanded automatic direct
deposit refunds based on prior year tax returns, tax
credit eligibility tools, and expanded electronic
filing options.
(c) The Secretary of the Interior shall redesign
the website of the Fish and Wildlife Service, <a href="http://FWS.gov">FWS.gov</a>,
in compliance with the 21st Century Integrated Digital
Experience Act (Public Law 115-336), and shall support
a centralized, modernized electronic permitting system
to accept and process applications for permits. Such a
system might include special use permits for the
National Wildlife Refuge System and for at least five
high-volume permit application forms required for
individuals and businesses who import or export fish,
wildlife, and plants and their products
internationally.
(d) The Secretary of Agriculture shall:
(i) test the use of the Special Supplemental Nutrition Program for Women,
Infants, and Children (WIC) benefits for online purchasing;
(ii) identify opportunities to reduce individuals' and families' burdens by
simplifying enrollment and recertification for nutrition assistance
programs such as the Supplemental Nutrition Assistance Program (SNAP) and
the WIC, including expanding the use of direct certification; and
(iii) design and implement a simplified direct farm loan application
process.
(e) The Secretary of Labor shall:
(i) update existing rules and policies, consistent with applicable law and
to the extent practicable, to allow individuals entitled to medical
treatment
[[Page 71360]]
under their workers' compensation plans to conduct their routine medical
treatment appointments using telehealth platforms; and
(ii) update rules, policies, and procedures to eliminate, consistent with
applicable law and to the extent practicable, requirements for workers'
compensation claimants to submit physical documents, but to retain the
option for physical submission for claimants who cannot otherwise submit
them.
(f) The Secretary of Health and Human Services
shall:
(i) continue to design and deliver new, personalized online tools and
expanded customer support options for Medicare enrollees;
(ii) strengthen requirements for maternal health quality measurement,
including measuring perinatal quality and patient care experiences, and
evaluating the measurements by race and ethnicity to aim to better identify
inequities in maternal health care delivery and outcomes;
(iii) to the maximum extent permitted by law, support coordination between
benefit programs to ensure applicants and beneficiaries in one program are
automatically enrolled in other programs for which they are eligible;
(iv) to the maximum extent permitted by law, support streamlining State
enrollment and renewal processes and removing barriers, including by
eliminating face-to-face interview requirements and requiring prepopulated
electronic renewal forms, to ensure eligible individuals are automatically
enrolled in and retain access to critical benefit programs;
(v) develop guidance for entities regulated pursuant to the Health
Insurance Portability and Accountability Act (HIPAA) on providing
telehealth in compliance with HIPAA rules, to improve patient experience
and convenience following the end of the COVID-19 public health emergency;
and
(vi) test methods to automate patient access to electronic prenatal, birth,
and postpartum health records (including lab results, genetic tests,
ultrasound images, and clinical notes) to improve patient experiences in
maternity care, health outcomes, and equity.
(g) The Secretary of Education shall:
(i) consider providing eligible recipients of student aid under Title IV of
the Higher Education Act of 1965 (Public Law 89-329), as amended, with the
option to receive information about certain benefits and services for which
they may qualify; and
(ii) design and deliver a repayment portal capability on <a href="http://StudentAid.gov">StudentAid.gov</a> for
Direct Loan borrowers.
(h) The Secretary of Veterans Affairs shall:
(i) provide digital services through a single, integrated, and equitable
digital platform on <a href="http://VA.gov">VA.gov</a> and the VA mobile app; and
(ii) provide on-demand customer support through the channels that work best
for customers, including personalized online chat with a virtual or live
agent.
(i) The Secretary of Homeland Security shall:
(i) test the use of innovative technologies at airport security checkpoints
to reduce passenger wait times;
(ii) provide new opportunities for customers to connect with the
Transportation Security Administration, including as appropriate, online
chat, improved communication during additional screenings, and additional
mechanisms to provide customer feedback;
(iii) design and deliver a streamlined, online disaster assistance
application; and
(iv) work with States to proactively update existing rules and policies on
supporting documentation needed for disaster assistance processes to reduce
burden and increase accessibility.
[[Page 71361]]
(j) The Administrator of the Small Business
Administration shall:
(i) establish baseline experience measures for key small business
application processes in areas such as loans, grants, and certifications;
and
(ii) design and deliver a streamlined online disaster assistance
application experience.
(k) The Commissioner of Social Security shall:
(i) within 120 days of the date of this order, provide a report to the
Director of OMB that analyzes all services of the Social Security
Administration that currently require original or physical documentation or
in-person appearance as an element of identity or evidence authentication,
and that identifies potential opportunities for policy reforms that can
support modernized customer experiences while ensuring original or physical
documentation requirements remain where there is a statutory or strong
policy rationale;
(ii) develop a mobile-accessible, online process so that any individual
applying for or receiving services from the Social Security Administration
can upload forms, documentation, evidence, or correspondence associated
with their transaction without the need for service-specific tools or
traveling to a field office;
(iii) consistent with applicable law and to the extent practicable,
maintain a public policy of technology neutrality with respect to
acceptable forms of electronic signatures;
(iv) consistent with applicable law and to the extent practicable, revise
any necessary regulations, forms, instructions, or other sources of
guidance (to include the Program Operations Manual System of the Social
Security Administration) to remove requirements that members of the public
provide physical signatures; and
(v) to the maximum extent permitted by law, support applicants and
beneficiaries to identify other benefits for which they may be eligible and
integrate Social Security Administration data and processes with those of
other Federal and State entities whenever possible.
(l) The Administrator of General Services shall:
(i) develop a roadmap for a redesigned <a href="http://USA.gov">USA.gov</a> website that aims to serve
as a centralized, digital ``Federal Front Door'' from which customers may
navigate to all Government benefits, services, and programs, and features
streamlined content, processes, and technologies that use human-centered
design to meet customer needs, including consolidating content currently
appearing on <a href="http://Benefits.gov">Benefits.gov</a>, <a href="http://Grants.gov">Grants.gov</a>, and other appropriate websites; and
(ii) dedicate multi-disciplinary design and development teams to support
priority projects of HISPs that will be selected and funded each fiscal
year in consultation with the Director of OMB.
(m) The Administrator of the United States Agency
for International Development (USAID) shall review and
revise, as appropriate, regulations, forms,
instructions, or other sources of guidance relating to
the application for grants and cooperative agreements
in countries in which USAID works to ensure that such
policies are clear and intelligible, do not contain
unjustified administrative burdens or excessive
paperwork requirements, and do not place undue burdens
on local organizations and underserved communities.
(n) Joint Agency Actions:
(i) The Secretary of Veterans Affairs and the Administrator of General
Services shall collaborate to provide seamless integration of <a href="http://Login.gov">Login.gov</a>
accounts to allow customers to access <a href="http://VA.gov">VA.gov</a>, the VA mobile application,
and other customer-facing digital products and to eliminate outdated and
duplicate customer sign-in options.
(ii) The Secretary of the Treasury, the Secretary of Defense, the Secretary
of Education, and the Director of the Office of Personnel Management
[[Page 71362]]
shall collaborate to enable a more streamlined Public Service Loan
Forgiveness process for eligible borrowers, including those who serve in
the United States Armed Forces or as civil servants, or who work for
eligible nonprofit organizations.
(iii) The Director of OMB, including through the Administrator of the
United States Digital Service, shall collaborate across the Federal
Government with multiple agencies and their respective customers in order
to conduct human-centered design research and document customer experience
challenges related to accessing grant programs to which Tribal governments
are entitled, and shall propose ways to streamline processes and reduce
administrative burdens on Tribal government customers.
(iv) The Director of OMB, through the Administrator of the United States
Digital Service; the Administrator of General Services; and the Postmaster
General are encouraged to collaborate on ways to update mailing address
records across Government so that members of the public may change their
respective mailing addresses for purposes of all Government services only
once, through the United States Postal Service.
Sec. 5. Government-wide Actions to Improve Customer
Experience. Customers often navigate services across
multiple agencies in specific moments of need, such as
when they are seeking financing for their businesses or
experiencing food insecurity. In such situations,
relevant agencies should coordinate their service
delivery to achieve an integrated experience that meets
customer needs through the exchange of data with
appropriate privacy protections.
Such coordination may include providing States that
administer elements of Federal services with guidance
and flexibilities with respect to the elements of
Federal programs they administer. Such coordination
would allow both Federal and State government entities
to maximize their respective expertise and improve
efficiency. To further the policy set forth in this
section:
(a) Within 90 days of the date of this order, and
on a regular basis thereafter, the Deputy Director for
Management of OMB and other members of the President's
Management Council (PMC) shall work with the Assistant
to the President and Chief of Staff, the Assistant to
the President for Domestic Policy, and the Assistant to
the President for Economic Policy to select a limited
number of customer life experiences to prioritize for
Government-wide action to improve customer experience.
(b) The Deputy Director for Management of OMB and
other members of the PMC, in consultation with the
Assistant to the President for Domestic Policy, the
Assistant to the President for Economic Policy, and
relevant interagency teams coordinated by OMB, shall
organize appropriate leadership structures to assess
customer life experiences selected pursuant to
subsection (a) of this section, work to develop
measurable improvements for such customer life
experiences that involve multiple agencies, develop
prospective plans for rigorously testing that use
appropriate empirical methods on which approaches work
best, and share lessons learned across the Federal
Government.
(c) Within 180 days of the date of this order and
every 6 months thereafter, the Deputy Director for
Management of OMB and other members of the PMC, through
the Deputy Director for Management of OMB, shall report
to the Assistant to the President and Chief of Staff on
the status of the actions described in subsection (b)
of this section.
(d) The Director of OMB shall work with the head of
each relevant agency to help resolve issues related to
overlapping responsibilities among agencies, work to
address barriers to serving customers across multiple
agencies, and coordinate activities to improve customer
experience or service delivery when primary
responsibility among multiple agencies is unclear.
(e) Within 120 days of the date of this order, the
Administrator of the Office of Electronic Government
and the Administrator of the Office of
[[Page 71363]]
Information and Regulatory Affairs within OMB, in
consultation with relevant interagency councils
(including the Chief Information Officers Council, the
Federal Privacy Council, the Chief Data Officer
Council, the Evaluation Officer Council, and the
Interagency Council on Statistical Policy), shall
coordinate their current, respective efforts to develop
guidance for agencies, ensuring that such guidance
incorporates opportunities to:
(i) improve the efficiency and effectiveness of data sharing and support
processes among agencies and with State and local governments; and
(ii) streamline the process for agencies to provide services to State and
local governments, consistent with applicable law.
(f) Within 120 days of the date of this order, the
Administrator of the Office of Information and
Regulatory Affairs shall provide guidance for agencies
on:
(i) identifying specific steps to reduce information collection burdens on
customers to enhance access across agencies; and
(ii) clarifying and updating recommendations and flexibilities under the
Paperwork Reduction Act (44 U.S.C. 3501 et seq.), including to facilitate
stakeholder engagement and feedback processes to support the implementation
of this order.
(g) Within 180 days of the date of this order, the
Administrator of General Services shall submit to the
Director of OMB a roadmap for the development of
prioritized common services and standards (such as the
United States Web Design System or systems for login
and identity management), platforms (such as
notification capabilities), and digital products (such
as <a href="http://USA.gov">USA.gov</a>) that support increased efficiency,
integration, and improved service delivery of
designated customer life experiences.
Sec. 6. Ongoing Accountability for Federal Service
Delivery. (a) The Director of OMB shall designate as
HISPs those Federal entities that provide or fund
customer-facing services, including Federal services
administered at the State or local level, that have a
high impact on the public, whether because of a large
customer base or a critical effect on those served. The
Director of OMB shall maintain a list of designated
HISPS and may update this list at any time.
(b) The Secretary of State, the Secretary of the
Treasury, the Secretary of the Interior, the Secretary
of Agriculture, the Secretary of Commerce, the
Secretary of Labor, the Secretary of Health and Human
Services, the Secretary of Housing and Urban
Development, the Secretary of Transportation, the
Secretary of Education, the Secretary of Veterans
Affairs, the Secretary of Homeland Security, the
Administrator of the Small Business Administration, the
Commissioner of Social Security, the Administrator of
General Services, the Administrator of the United
States Agency for International Development, and the
Director of the Office of Personnel Management shall
each submit to the Director of OMB a report including
an assessment of the improvements needed in each
agency's customer experience management and service
design capabilities in light of this order, to be
prioritized within each agency's respective available
and budgeted resources.
(c) The head of each HISP shall, in consultation
with the Deputy Director for Management of OMB,
annually designate a limited number of services for
prioritized improvement (designated services).
Identification of designated services should be based
on the moments that matter most to the individuals
served, as illustrated through human-centered design
and other research, and on those services' public-
facing nature, the number of individuals served, the
volume of transactions, the total Federal dollars
spent, the safety and protection of lives, or the
critical nature of the services provided in the lives
of the individuals they serve.
(d) The Deputy Director for Management of OMB shall
issue guidance for HISPs that outlines an annual
process for assessing their capacity to manage customer
experience, assessing their performance of designated
services through meaningful measures from the
perspective of the public and planning for the
improvement of the customer experience. Assessments
[[Page 71364]]
should include, as appropriate, the identification of
customer experience challenges experienced by customers
of the HISP in the form of administrative burdens or
other barriers, informed by experiential data
(including, as appropriate, through randomized
controlled trials or other rigorous program
evaluation); ethnographic research; feedback from
public engagement; human-centered design methodologies
such as journey mapping; operational and administrative
data analysis; direct observations; examination, from a
customer perspective, of how to navigate the agency's
service offerings, apply for a benefit, or comply with
a requirement of the agency; observations of customer
interaction with the agency's website or application
processes and tools; or observations of customer
support service delivery such as activities at call
centers. Informed by findings from these assessments,
plans for improvement should include, as appropriate,
actions such as conducting outreach to the public about
the agency's programs and other Federal programs for
which those served by the agency may be eligible,
providing assistance to members of the public enrolling
in the agency's programs and other Federal programs,
streamlining and improving accessibility of forms and
digital experiences, eliminating unnecessary
administrative burdens on customers, ensuring the
accessibility of services for customers with
disabilities and those with limited English
proficiency, developing targeted actions to advance
equity for communities that face inequitable barriers
to service access, or engaging in other efforts to
coordinate with other agencies to reduce the need for
those they serve to interact separately with multiple
agencies.
(e) The Director of OMB shall establish a team
within OMB to lead and support agency customer
experience initiatives as well as such initiatives that
reach across agencies, including by facilitating the
decision-making processes needed to achieve the
objectives of this order; coordinating HISP activities
as outlined in this order; and developing strategies
for the integration of services and development of
products involving multiple agencies as contemplated in
this order.
(f) All agencies, whether identified in this
section or not, are urged to apply guidance issued
pursuant to subsection (d) of this section to improve
their service delivery.
Sec. 7. Additional Agency Actions to Improve Customer
Experience. The heads of agencies shall:
(a) integrate activities to improve customer
experience, as appropriate and consistent with
applicable law, into their respective:
(i) agency strategic plans developed pursuant to section 306(a) of title 5,
United States Code;
(ii) Agency Performance Plans developed pursuant to sections 1115 and 1116
of title 31, United States Code;
(iii) portions of performance plans relating to human and capital resource
requirements to achieve performance goals pursuant to section 1115(g) of
title 31, United States Code;
(iv) agency priority goals developed pursuant to section 1120 of title 31,
United States Code;
(v) selection of items for their respective regulatory agendas and plans
pursuant to subsections 4(b) and (c) of Executive Order 12866 of September
30, 1993 (Regulatory Planning and Review), as amended;
(vi) individual performance plans for senior executives consistent with
section 4312 of title 5, United States Code, and for other senior employees
consistent with section 4302 of title 5, United States Code; and
(vii) as permitted by law, any other agency activities, acquisitions, and
strategies that the Director of OMB determines to be appropriate to further
the implementation of the policy articulated in this order;
(b) direct all of their respective program offices
to apply the guidance from OMB's Office of Information
and Regulatory Affairs described in section
[[Page 71365]]
5(f) of this order, as well as the requirements of the
Paperwork Reduction Act related to collections of
information, consistently with guidance contained in
the Office of Information and Regulatory Affairs
Memorandum of July 22, 2016 (Flexibilities under the
Paperwork Reduction Act for Compliance with Information
Collection Requirements), which provides that the
Paperwork Reduction Act does not apply to agencies'
general solicitations of public views and feedback,
certain ratings and rankings of Federal services by
members of the public using Government websites, or
direct observations of users interacting with digital
tools and products;
(c) direct all of their respective program offices
to identify opportunities to apply policies, including
those set forth in subsections 1(a) and (b) of
Executive Order 13707, and to engage in promising
practices such as the advance testing of information
collections described in the Office of Information and
Regulatory Affairs Memorandum of August 9, 2012
(Testing and Simplifying Federal Forms);
(d) identify opportunities, as appropriate and
consistent with applicable law, to modify their
respective agencies' regulations, internal and public-
facing guidance, and policies to include positive and
equitable customer experiences and service delivery as
part of their respective agencies' missions; issue
internal directives or policies on customer experience
and service delivery to articulate how their respective
agencies' strategies and missions relate to customer
experience and service delivery outcomes; and promote
coordination within and among their respective agencies
concerning those customer life experiences that cut
across agency or agency component responsibilities;
(e) improve the digital customer experience for
their respective agencies' customers by modernizing
agency websites, using human-centered design
methodologies, digitizing agency services and forms,
modernizing records management, updating network
infrastructure and mobility capabilities, and
accelerating the use of electronic signatures when
aligned with policy priorities, as required by the 21st
Century Integrated Digital Experience Act (44 U.S.C.
3501 note); and
(f) identify means by which their respective
agencies can improve transparency and accessibility
through their compliance with the Plain Writing Act of
2010 (Public Law 111-274) and related requirements and
guidance.
Sec. 8. OMB Guidance. The Director of OMB shall review
and update OMB Government-wide guidance and supporting
processes (such as information collection reviews or
data sharing approvals) as necessary and applicable, to
ensure conformity with this order and to assist
agencies in improving their service delivery and
customer experience.
Sec. 9. Independent Agencies. Independent agencies are
strongly encouraged to comply with the provisions of
this order.
Sec. 10. General Provisions. (a) Nothing in this order
shall be construed to impair or otherwise affect:
(i) the authority granted by law to an executive department or agency, or
the head thereof; or
(ii) the functions of the Director of the Office of Management and Budget
relating to budgetary, administrative, or legislative proposals.
(b) This order shall be implemented consistent with
applicable law and subject to the availability of
appropriations.
[[Page 71366]]
(c) This order is not intended to, and does not,
create any right or benefit, substantive or procedural,
enforceable at law or in equity by any party against
the United States, its departments, agencies, or
entities, its officers, employees, or agents, or any
other person.
<GRAPHIC(S) NOT AVAILABLE IN TIFF FORMAT>
(Presidential Sig.)
THE WHITE HOUSE,
December 13, 2021.
[FR Doc. 2021-27380
Filed 12-15-21; 8:45 am]
Billing code 3395-F2-P
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</html>Indexed from Federal Register on December 16, 2021.
This is legal information, not legal advice. Laws vary by jurisdiction and change frequently. Always verify current law with official sources and consult a licensed attorney in your jurisdiction for advice on your specific situation.