New digital service teams and a focus on the “voice of the customer” are among the CX funding requests in the FY2025 budget request.
The Biden administration wants investments in customer experience work across government as part of its 2025 budget request, which includes asks for governmentwide projects as well as agency-specific investments.
Improving the experiences of individuals going to the government for services has long been a priority for the White House, dating back to a 2021 executive order on the topic and more recently evident in new guidance on digital experience from the Office of Management.
“The federal government interacts with millions of people each day and provides vital services during some of the most critical moments in people’s lives,” one budget document states. But “federal services have not always been designed with the public’s needs and priorities in mind, nor have these services always kept up with these needs.”
The White House says that the 2025 budget includes over $500 million meant to modernize services, reduce administrative burdens and pilot online tools.
One focus is workforce. The budget asks for investments in CX and digital service teams in 10 departments and sub-agencies, including new teams at Customs and Border Protection, the Administration for Children and Families and Federal Emergency Management Agency, as well as a department-level team at the Patent and Trademark Office. The administration also seeks investments to expand existing CX teams at the IRS and other agencies.
