Transforming Federal Customer Experience and Service Delivery To Rebuild Trust in Government

Executive Order 14058, Transforming Federal Customer Experience and Service Delivery To Rebuild Trust in Government, directs federal agencies to redesign and modernize how they interact with the American public. Its core goal is to reduce the “time tax” of dealing with government—minimizing unnecessary paperwork, delays, and burdens—by applying human-centered design, empirical research, and streamlined digital services. The order builds on prior customer-service and equity guidance and creates a government-wide framework to measure, coordinate, and continuously improve the way agencies deliver benefits and services to all people, with explicit attention to underserved communities and privacy protections. The order establishes a governance and implementation structure centered on High Impact Service Providers (HISPs), cross-agency collaboration, and prioritized, measurable improvements across major life experiences (such as obtaining benefits, applying for loans, or renewing documents). It instructs specific agencies to undertake concrete digital and process improvements (e.g., online passport renewal, streamlined disaster assistance applications, integrated digital platforms like Login.gov and USA.gov, and enhanced telehealth and enrollment processes). It also requires regular reporting, guidance updates from the Office of Management and Budget (OMB), and alignment with existing laws and digital-era standards. While non-binding in the sense of creating new rights, the order aims to shift agency culture toward user-centered service design and greater transparency.