Improving Public Services: OMB Prioritizes Automation and Employee Satisfaction

The Office of Management and Budget (OMB) is prioritizing automation and federal employee satisfaction to improve public-facing services and provide a "digital-first" experience. OMB officials and agency leaders emphasize the importance of empowering federal employees and building trust with them to enhance customer service. OMB is also exploring the use of artificial intelligence (AI) and automation tools to improve federal services online, including rewriting website content for search engine optimization. The agency is implementing "digital experience indicators" to track agencies' progress in providing a digital-first customer experience and ensuring website accessibility. Additionally, the Department of Veterans Affairs (VA) is linking employee engagement to better patient experience, and the VA's CX priorities include reaching out to veterans who are new to the VA. OMB plans to hold a governmentwide CXO summit in early 2024 to address common challenges.