Transforming Federal Customer Experience and Service Delivery To Rebuild Trust in Government
| Published date | 16 December 2021 |
| Citation | 86 FR 71357 |
| Record Number | 2021-27380 |
| Section | Presidential Documents |
| Court | Executive Office Of The President |
Presidential Documents
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Executive Order 14058 of December 13, 2021
Transforming Federal Customer Experience and Service De-
livery 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 govern-
ments; 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, equi-
table, 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, protec-
tive 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
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voice of the customer through human-centered design methodologies; empir-
ical 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 Sep-
tember 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, com-
munities, and businesses access public programs and benefits.’’ And Execu-
tive 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 per-
sistent 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 paper-
work 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. Further-
more, to engender public trust, agencies must ensure that their efforts appro-
priately 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.
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(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 other-
wise 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 method-
ology 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 Govern-
ment 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, FWS.gov, in compliance with the 21st Century Inte-
grated 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 pro-
grams 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 proc-
ess.
(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
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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, in-
cluding 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 be-
tween 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 conven-
ience 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 StudentAid.gov
for Direct Loan borrowers.
(h) The Secretary of Veterans Affairs shall:
(i) provide digital services through a single, integrated, and equitable
digital platform on VA.gov 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 Transpor-
tation Security Administration, including as appropriate, online chat, im-
proved communication during additional screenings, and additional mech-
anisms 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.
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(j) The Administrator of the Small Business Administration shall:
(i) establish baseline experience measures for key small business applica-
tion 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 Adminis-
tration 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 phys-
ical 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 trav-
eling 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 USA.gov 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 Benefits.gov, Grants.gov, 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 Devel-
opment (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 Login.gov
accounts to allow customers to access VA.gov, 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
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shall collaborate to enable a more streamlined Public Service Loan Forgive-
ness 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 Govern-
ment with multiple agencies and their respective customers in order to
conduct human-centered design research and document customer experi-
ence challenges related to accessing grant programs to which Tribal govern-
ments 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 experi-
encing food insecurity. In such situations, relevant agencies should coordi-
nate their service delivery to achieve an integrated experience that meets
customer needs through the exchange of data with appropriate privacy protec-
tions.
Such coordination may include providing States that administer elements
of Federal services with guidance and flexibilities with respect to the ele-
ments 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 Govern-
ment.
(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 agen-
cies, 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
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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 implementa-
tion 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 USA.gov)
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 Transpor-
tation, 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 Inter-
national Development, and the Director of the Office of Personnel Manage-
ment shall each submit to the Director of OMB a report including an assess-
ment 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 serv-
ices through meaningful measures from the perspective of the public and
planning for the improvement of the customer experience. Assessments
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should include, as appropriate, the identification of customer experience
challenges experienced by customers of the HISP in the form of administra-
tive burdens or other barriers, informed by experiential data (including,
as appropriate, through randomized controlled trials or other rigorous pro-
gram 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 pro-
grams 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 bur-
dens 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 integra-
tion 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
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5(f) of this order, as well as the requirements of the Paperwork Reduction
Act related to collections of information, consistently with guidance con-
tained in the Office of Information and Regulatory Affairs Memorandum
of July 22, 2016 (Flexibilities under the Paperwork Reduction Act for Compli-
ance 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 Informa-
tion 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 respon-
sibilities;
(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 prior-
ities, 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 trans-
parency 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.
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Federal Register / Vol. 86, No. 239 / Thursday, December 16, 2021 / Presidential Documents
(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.
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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