Transforming Federal Customer Experience and Service Delivery To Rebuild Trust in Government
Directs dozens of federal agencies to redesign public-facing services — from online passport renewals and streamlined disaster assistance to simplified nutrition-benefit enrollment — and establishes a formal accountability structure requiring agencies to measure and improve the experiences of the people they serve.
Establishes High Impact Service Providers (HISPs) as a government-wide accountability mechanism coordinated by OMB, requiring annual service assessments and improvement plans, with OMB reporting to White House leadership every six months on progress.
What this order does
What it orders
The order directs a wide range of cabinet agencies to undertake specific service-improvement projects: the State Department must build an online passport renewal system requiring no mailed documents; Treasury must create online tax-payment tools with call-back scheduling; USDA must simplify enrollment for SNAP and WIC and pilot online purchasing of WIC benefits; Labor must allow telehealth for workers' compensation; HHS must expand Medicare digital tools and strengthen maternal health measurement; VA must unify its digital platform; DHS must streamline disaster assistance applications; SSA must create a mobile-accessible upload portal and analyze where physical document requirements can be eliminated. Agencies must also embed customer experience goals into their strategic plans, performance plans, and regulatory agendas.
The order formally designates "High Impact Service Providers" (HISPs) — agencies with large or critical public-facing programs — and requires them to conduct annual customer-experience assessments and develop improvement plans under OMB guidance. It does not itself change any regulation, create any enforceable right, or guarantee specific outcomes; actual improvements depend on subsequent agency rulemaking, technology investment, and future appropriations. Independent agencies are encouraged but not required to comply.
Who it affects
Members of the public who interact with federal agencies — including Social Security applicants, Medicare enrollees, veterans, WIC and SNAP recipients, disaster survivors, small business owners, student loan borrowers, passport applicants, and taxpayers. Federal agencies directed by the order and state and local governments administering federal programs are also directly reached.
Why it matters
People who rely on federal benefits and services could face fewer paperwork requirements, more online options, and less time spent navigating bureaucracy. Agencies must formally measure service quality and report publicly on it, creating ongoing pressure to reduce what the order calls "time taxes" imposed on ordinary people.
What must happen and when
How the order is supposed to work
OMB coordinates implementation by designating HISPs, issuing annual guidance on assessments and improvement plans, and standing up a dedicated internal team for cross-agency initiatives. A Deputy Director for Management leads the President's Management Council in selecting priority "customer life experiences" within 90 days and reporting to the White House Chief of Staff every six months thereafter. The order's teeth lie within the federal performance-planning and budget processes — agencies must embed customer experience into strategic and performance plans — but the order itself creates no judicially enforceable rights and is subject to the availability of appropriations.
Actions and deadlines
- Select a limited number of customer life experiences to prioritize for government-wide service improvement
- SSA Commissioner to submit report to OMB Director analyzing services requiring physical documentation and identifying reform opportunities
- OMB Office of Electronic Government and OIRA to coordinate and issue guidance on improving data sharing among agencies and with state and local governments
- OIRA to issue guidance on reducing information collection burdens on customers and clarifying Paperwork Reduction Act flexibilities
- OMB Deputy Director for Management and PMC to report to White House Chief of Staff on status of customer life experience improvement actions
- GSA Administrator to submit to OMB Director a roadmap for prioritized common services, standards, platforms, and digital products supporting improved service delivery
- OMB Deputy Director for Management and PMC to report to White House Chief of Staff on ongoing progress