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Elevating the human experience in government services: Lessons from the United States

A road map to building trust and the user-centric interactions of the future

The Government of the United States issued an executive order in late 2021 that aims to improve citizens’ interactions with government services. Governments across Canada and around the world can learn from it to improve how they serve their people—and rebuild trust in the process.

An opportunity for government services
Governments around the globe are committed to going digital. Some have created digital delivery units and are adopting agile, user-centric ways of working. Some are systematically using new technologies to modernize their services. Many are finding success in designing services around diverse human experiences, using service excellence to create efficiencies and drive inclusion.

Customer experience lessons for Canada
This transformative order from the highest level of government in the United States signalled a clear change in how it intends to own the full delivery chain and provide quality services and experiences.

US Executive Order 14058: An overview

  • Identified core service providers that “lift all boats”
  • Organized around a service unit of analysis
  • Collected customer feedback using comparable methods
  • Aligned customer experience activities with annual budget, strategic, and learning planning

A senior Canadian official then outlined how the US experience can inform efforts in this country, including:

  • Push governments across Canada to act quickly
  • Prioritize digital modernization
  • Prioritize clarity

For more information, read Elevating the human experience in government services: Lessons from the United States.

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