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Federal CIO Vivek Kundra will develop policy and guidance to improve how agencies manage their websites.
President Obama issues an Executive Order requiring agencies to focus on technological and process improvements for citizen-facing services. OMB's Zients said the government relies too much on the old way to help citizens - phone, in person and on paper.
Being put on "hold" used to be customers' biggest gripe. Now? It's those darn automated attendants.
The website, sponsored by the General Services Administration, aims to increase collaboration on best practices for delivering customer service.
OMB finds that most website and call center operations are separate and don't work well together. Some agencies are following the private sector's lead by offering multiple channels to serve citizens. CMS and GSA both use online tools to answer questions more quickly and reliably.
New report from the Modernizing IT forum details the next steps OMB and agencies will take. The administration wants to focus on IT program management and customer service.