The federal government is increasingly prioritizing modernized and improved experiences for constituents across the board ⏤ whether they’re interacting with an Internal Revenue Service platform to file taxes or seeking benefits that fall under the Health and Human Services Department.
Building on an executive order dating back to 2021, the White House proposed budget includes funds for modernizing service delivery. The approach aims to bring constituent touch points up to date with the way people typically complete other types of transactions, such as shopping, banking and signing up for memberships.
Companies already deeply rooted in helping federal customers meet this mission are moving toward deepening their own capabilities to augment delivery. LMI, for example, recently acquired JJR Solutions, which focuses on human-centered design. The presidential budget’s focus on customer experience was a significant factor in choosing to acquire a company with this skill set, leaders there have said.
“This strategic move not only amplifies our capabilities, but also solidifies our position at the forefront of delivering transformative solutions to government agencies,” said LMI User Design and Research Practice Area Lead Sarah Tricano. “With our expanded team and enhanced capabilities, we are poised to continue our tradition of excellence in serving our government customers.”
Initiatives the administration has outlined include improving online passport renewal and Social Security Administration services, simplifying taxpayer assistance and enhancing the traveler experience at airports. Investments are also dedicated to updating digital platforms for accessing public lands and to support rural communities, among many other areas.
Tricano said the executive order and follow-on commitments underscore the critical importance of modernizing government services to meet the evolving needs of the American people.
“By emphasizing customer experience and digital transformation, the administration is charting a path toward a more accessible, efficient and citizen-centric government,” Tricano said. “Together, we look forward to shaping a future where government services are not only effective and efficient but also truly customer-centric, ensuring that every interaction with the government is a positive one.”