Federal Customer Experience (E.O. 14058)

Summary

Makes federal government services easier to use, more efficient, and more accessible for everyone, aiming to rebuild public trust.

What problem does this solve?

People often find dealing with the government slow, confusing, and frustrating, which wastes their time and lowers their trust. This order requires agencies to modernize their services, reduce paperwork, and focus on making things easier for the public.

What does this order do?

Creates a new online passport renewal system

Directs the Secretary of State to design a new online passport renewal service that does not require mailing any physical documents.

Modernizes tax payment and support

Requires the Secretary of the Treasury to create new online tools to make paying taxes easier and to offer scheduled call-backs for customer support.

Integrates all veteran services into one digital platform

Instructs the Secretary of Veterans Affairs to provide all digital services through a single, integrated platform on VA.gov and the VA mobile app.

Develops a centralized 'Federal Front Door' website

Tasks the General Services Administration with redesigning USA.gov to be a central place for the public to find all government benefits, services, and programs.

Streamlines disaster assistance applications

Requires the Secretary of Homeland Security and the Small Business Administration to create a simplified, online application for disaster assistance.

Simplifies access to nutrition assistance programs

Directs the Secretary of Agriculture to find ways to simplify enrollment for programs like SNAP and WIC, including testing the use of WIC benefits for online shopping.

Reduces paperwork for Social Security services

Requires the Social Security Administration to allow people to upload documents online and to remove requirements for physical signatures where possible.

Improves access to Medicare and maternal health data

Directs the Secretary of Health and Human Services to create new online tools for Medicare users and improve how maternal health quality is measured and tracked.

Reduces airport security wait times

Instructs the Secretary of Homeland Security to test new technologies at airport security checkpoints to shorten passenger wait times.

Who does this affect?

The American Public
Veterans
Taxpayers

What is the real world impact?

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Rebuilds public trust in government

Aims to show that the government can be effective and responsive to people's needs. By making services simpler and faster, it hopes to improve the public's overall view of the federal government.

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Increases government efficiency

Streamlines internal processes and reduces paperwork, which can save money and time for government agencies. This makes the government run more smoothly and effectively.

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Promotes equity in service access

Focuses on making sure services are easy to use for everyone, especially for groups that have historically been left out or had a harder time getting help from the government.

When does this start?

This order sets multiple deadlines for agencies to report on and implement changes, starting in early 2022.

Customer Life Experience Prioritization

Within 90 days (by March 13, 2022), the President's Management Council must select key life events for service improvement.

Social Security Modernization Report

Within 120 days (by April 12, 2022), the Social Security Administration must report on ways to reduce the need for physical documents.

Guidance on Reducing Paperwork

Within 120 days (by April 12, 2022), the Office of Information and Regulatory Affairs must provide guidance to agencies on reducing information collection burdens.

USA.gov Redesign Roadmap

Within 180 days (by June 11, 2022), the General Services Administration must submit a plan for redesigning USA.gov as a central hub for all government services.