On August 21st, the Administration released the Executive Order on Improving Our Nation Through Better Design — a landmark directive that seeks “to improve experiences for Americans, starting by breathing new life into the design of sites where people interface with their Government.” The EO recognizes that the public interacts with government across both digital platforms and physical touchpoints, and for the first time designates a formal White House leader for Design, with a supporting National Design Studio (NDS). Last week, the Administration also re-released guidance on Managing Customer Experience and Improving Service Delivery, guidance the Trump Administration first released in the Summer of 2018.
This webinar will unpack the key provisions of the new order, explore connections to foundations to drive better public service delivery and improve customer experience over the past decade, including the 2021 Customer Experience EO, new implications for high impact service providers to better serve the public, and discuss what it means for the next decade and beyond of Federal service delivery. Attendees will hear from former Special Assistant to the President on Innovation Policy, Matt Lira. Matt will share his expertise in government innovation, design, and implementation. He will explain how the executive order builds on prior mandates, how agencies are expected to respond, and what opportunities exist for collaboration, accountability, and measurable impact. Amira Boland, the first-ever Customer Experience lead for the Federal government from 2018 - 2024 will share lessons learned from past service transformation efforts and new opportunities presented by this EO.
Topics:
- A breakdown of the EO’s goals and requirements
- The importance of design in both digital and physical service delivery
- How HISPs and other agencies will be affected and evaluated.
- Opportunities for practitioners, advocates, and stakeholders to shape the future of service design in government
Join us on September 10 for a virtual fireside chat on Government by Design: What the new Executive Order Means for Government and the Citizens it Serves.
🕛 12:00–1:00 PM ET: Fireside Chat
🕐 1:00–1:30 PM ET: Extended Q&A and networking
Speakers
- Matt Lira – Executive Director, Invest America (https://www.linkedin.com/in/mattlira/)
- Amira Boland - Chief of Staff, New Practice Lab (https://www.linkedin.com/in/amiracboland/)
United States