Imagine if, when The President addressed the nation in the early, horrifying days of March 2020, announcing the launch of a user-friendly digital hub to access critical government services related to citizens. COVID-19. The site and related iOS and Android apps will basically integrate the latest Kovid data and content from multiple federal agencies, nationwide and private sector companies. It will be accessible to all Americans – supporting 62 languages, and people with visual disabilities or limited Internet access will have a phone number they can ask to speak to a knowledgeable representative without any waiting time. You can easily find the latest data on confirmed cases, how the virus spreads, study interactive animations to find the hours and location of your nearest test site, schedule a test, file for an SBA loan, And check the status of your loan approval queue. The hub will integrate with state and local websites so that you can learn about the latest mandate from your governor and county officials. Today, you will be able to schedule a vaccine appointment for you and your family through the site. During the pandemic, you will check the site daily, instilling confidence in the government’s response efforts and ability to protect its safety.
A site with these features is technically inaccessible. And yet, the federal government has made no such resources available to the American people.
As the vaccination effort continues across the country, the report Buggy and confusing websites The process has become unnecessarily slow. Rapid disbursement of quickly needed medical supplies, loans to small businesses, incentive checks and unemployment benefits has likewise been delayed by the government confusing the use of old technology and digital resources. Our nation’s failure to invest in federal and state information technology has severely restricted our ability to respond effectively to the Kovid-19 crisis. So the country needs a new federal officer in charge of the digital experience of an American citizen — a chief experience officer of the United States.
The world’s most successful technology companies have shown us how important the role of design is in the process of innovation. In fact, it is almost impossible to build a successful digital business without design and customer experience at its core. You won’t get a road map of a company that doesn’t have it – except, apparently, the US government.
Market research firm Forrester tracks customer experience and satisfaction in the private sector and the federal government. Not surprisingly, the government is continuously weakening the private sector. The average customer experience (CX) score across federal agencies was just 61.1 out of 100 in 2020. In other words, the percentage of people who thought about federal services was equal to the percentage of customers who enjoy the experience of flying on airplanes.
A prime example of this was the website of the Center for Disease Control, CDC.gov/coronavirus, Which requires users to painstakingly click through 115 navigation links to search for answers. It was one of many inconsistent, visually complex, and hard-to-navigate government websites that left Americans unsure, confused, and fearful. The adverse effects of the ineffectiveness of these sites were complicated by the administration’s delayed, decentralized, and unnatural response to the epidemic.
Design and user experience are not a policy priority for most agencies, but they should be. Now more than ever, digital services are critical to our national infrastructure. They are essential tools to continue our response and recovery to economic and health crises. The Internet is the primary source of information for most Americans. In March 2020, the website of the Center for Disease Control was received More than one billion page viewsMore than 10 times the amount in a single month in 2019.
Investment in better digital infrastructure is the most efficient and cost-effective means to improve delivery of government services to the American people. For example, the administration promised that 20 million Americans would be vaccinated before the end of 2020. But so far, Operation Tana Gati has delivered around 14 million vaccine doses, of which only 4 million were used before the new year. The White House used the federal government’s full resources to distribute the vaccines but not to administer them. The arduous work of overcharged and coordinated appointments was dominated by hospitals, local public health departments, and state governments. Even the reporting of these health statistics has been behind the times. How is it that in the midst of the national health crisis, Amazon can track inventory in its warehouses in real-time while CDC’s spaces Lags behind for over a weekThe