The federal government interacts with millions of people each day, providing vital services during some of the most critical moments in people’s lives. Too often, however, people must navigate a tangled web of government websites, offices and phone numbers to access the services they depend on.

Recent guidance from the federal government aims to change that. The Biden administration’s Management Agenda Vision and the Executive Order on Transforming Federal Customer Experience — both launched in late 2021 — aim to improve how government agencies interact with citizens. On this episode of Transforming Government Experience, James Hanson, group publisher for Federal and Technology Markets at GovExec, is joined by ServiceNow’s Field Chief Technical Officer for State and Local Government Chris Dilley and Federal CTO Jonathan Alboum to discuss what it takes to improve the citizen experience and the extraordinary impact it can have.

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