If intentions ruled, the federal government would have the highest customer experience ratings anywhere

Summary: The Biden administration has made customer experience offered by agencies a management imperative. Yet satisfaction scores keep trending down. The Information Technology and Innovation Foundation has analyzed the situation and found one thing the government needs to strengthen is how it measures digital services effectiveness. The ITIF's policy fellow Eric Egan joined the Federal Drive to discuss. Learn more about your ad choices. Visit megaphone.fm/adchoices