The White House says that agencies have made improvements to websites, mobile apps and more. Several experts say that long-term success will depend on the staying power of customer experience as a priority and methodology.
The Government Accountability Office report found that agencies failed to disclose approximately $31 billion in fiscal year 2021 investments under the two layers of the Technology Business Management framework that were required.
The inclusion of customer experience and service delivery priorities in budget preparation guidance from OMB will likely get the attention of agencies as they prepare their budget requests for the next fiscal year, experts told FCW.
The Alliance for Digital Innovation said that “current funding levels will not be enough to provide an on-going, modern, and customer-centric digital experience,” called for in the customer experience executive order, and urged the administration to replenish the Technology Modernization Fund and the Federal Citizen Services Fund to support improved CX.
The Government Accountability Office said its previous recommendations for the Technology Modernization Fund have not been followed, leading to unrecovered operating costs and unreliable proposal cost estimates for new projects.