Americans are using federal services at historically high rates, and their expectations for customer experience—buoyed by their experiences with commercial service delivery—have never been higher, according to a report released Tuesday.
The Government For the People: Serving the Public in a New World report, authored by the Partnership for Public Service and Accenture Federal Services, reviews a stockpile of data regarding government service delivery of the past decade and makes a slew of recommendations to the administration, Congress and agencies. It closely examines 11 of the highest-volume federal services, including airport security screening, passport services, taxpayer services and federal student aid services.
The report also addresses how the COVID-19 pandemic has forced agencies—and their employees and contracted personnel—to deliver services in different ways and argues that government shouldn’t go back to business as usual if and when the pandemic subsides.
“Meeting customers’ needs during the coronavirus pandemic and beyond has required government agencies to change how they work—and, in some cases, accelerate adoption of new ways of delivering services that have met resistance in the past,” the report states. “The good news is that many agencies rose to this challenge and continue to do so. They have come up with innovative ways to deliver services and responded to changing customer needs and expectations. These enhancements need to be embraced more widely across government.”
Government services took on increased import in the last decade, even before COVID-19. Since 2009, the report suggests a 33% increase in the number of Americans using Medicare; a 28% increase in the number of passengers screened at airports; a 32% increase in the number of U.S. passport applications and a 22% increase in the number of patients under medical care at ..
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