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Putting Our People First By Improving Customer Experience and Government Services

Read the EO

The Federal Government interacts with millions of people each day and provides vital services during some of the most critical moments in people’s lives. Whether searching for vaccine safety information, claiming retirement benefits, receiving health insurance, passing through a security checkpoint, or checking the status of a farm loan application, Americans expect Government services to be responsive to their needs. But too often, people have to navigate a tangled web of Government websites, offices, and phone numbers to access the services they depend on. The Biden-Harris Administration is committed to ensuring an effective, equitable, and accountable Government that meets the needs of its people.

What this means for the American people

The Executive Order directs Federal agencies to put people at the center of everything the Government does. Specifically, the Executive Order includes 36 customer experience (CX) improvement commitments across 17 Federal agencies, all of which aim to improve people’s lives and the delivery of Government services. The Executive Order also creates a sustained, cross-government service delivery process that aligns to the moments that matter most in people’s lives – like turning 65, having a child, applying for a small business loan, or checking the status of a tax return. Here’s a sampling of what some of the commitments (outlined in detail in the next section by responsible agency) mean for actual people:

Illustrated image of a retiree


For the 54.1 million Americans who are over the age of 65, and the nearly 4 million Americans who turn 65 each year, who manage their retirement and healthcare benefits (source):

  • Retirees will be able to claim their benefits online, receiving updates on the status of their application throughout the process.
  • Medicare recipients will receive personalized online tools so they can save money on drugs, manage their healthcare, access expanded customer support options (including an in-network pharmacy finder tool), and enjoy a streamlined enrollment experience with the Social Security Administration.

Illustrated image of a person

Surviving a disaster

For the 25 million individuals, families, and small businesses who live through a Federally recognized natural disaster each year (source):

  • After a disaster, more survivors will be able to focus on helping their families, businesses, and communities because of streamlined assistance processes, rather than having to navigate a complex Government bureaucracy to get the help they need. Disaster survivors will no longer need to navigate multiple assistance forms across multiple agencies to get the help they need, saving time and energy to allow them to focus on their recovery and well-being. Survivors will have access to more flexible mechanisms to provide supporting documentation, such as virtual inspections and submitting photos of disaster damage from a mobile phone.

Commitments to improve customer experience and service delivery

As part of this Executive Order, agencies commit to the following specific improvements. Please continue to check back here for updates on their progress.

The Secretary of State shall:

The Secretary of the Treasury shall:

The Secretary of the Interior shall:

The Secretary of Agriculture shall:

The Secretary of Labor shall:

The Secretary of Health and Human Services shall:

The Secretary of Education shall:

The Secretary of Veterans Affairs shall:

The Secretary of Homeland Security shall:

The Administrator of the Small Business Administration shall:

The Commissioner of Social Security shall:

The Administrator of General Services shall:

The Administrator of the United States Agency for International Development (USAID) shall:

What the American people should expect of their government

  • Consistency across organizations

    Interacting with the government and managing your benefits is consistent across Federal and even State agencies.

  • Self-service channels

    Government benefits and services are available to you through self-serve channels of your choice, like websites, text and chat, mobile apps, and automated phone systems.

  • Service when and where it is needed

    You can complete most transactions on your own, but can also schedule time to chat, talk to, or visit a human if you need help.

  • Customer information is prioritized

    Information is presented to you based on what you want and need to know to complete a task, not on what the government thinks it needs to tell you.

  • Secure identity verification

    We can verify your identity so you can securely sign in to a website or call us to process a form, manage your benefits, or get help.

  • Online forms

    You have the option to fill out and submit all government forms online and from your mobile device, and if you’d like, we’ll make sure you have a copy of the paper version for your records.

  • Case status tracking

    You can easily track your case status, see accurate estimates of processing times, and provide customer feedback that’s publicly shared by agencies for transparency and accountability.

  • Customer-centered design

    Your voice and needs are used in policy and decision-making forums, and helps drive continuous improvement of government benefits and services.

  • Navigate on behalf of others

    You can help a loved one navigate and access Government benefits with ease.

  • Responsive assistance

    You don’t need to know which level or agency of government to talk to get the help you need at any moment in your life.

  • Always secure

    All the information you provide to the government is securely stored and protected, and never sold.

The scale of the Federal delivery organization

Disaster recovery

25 million

Individuals and families who survive a Federally recognized disaster each year

Source: FEMA, NOAA

Air travel

750 million

Passengers and crew members travel through U.S. aiports each year

Source: TSA


600 thousand

patent applications processed, and 400,000 trademarks registered

Source: USPTO


59 million

visitors to National Wildlife Refuges maintained to promote conservation of natural life and habitats.
Find a wildlife refuge

Source: FWS