OMB and GSA Announce $ 100 Million Fund for Technology Modernization to Improve Customer Experience with the Federal Government

Funding will support innovative technology projects aimed at reducing the burden on the American public and the federal workers who serve them.

Today, the Office of Management and Budget and the Common Services Administration announced that $ 100 million from the Technology Modernization Fund (TMF) – an innovative investment program for federal technology modernization projects – will be earmarked to help streamline and improve digital services to provide a better customer experience for the American people. $ 100 million is part of $ 1 billion in US Rescue Plan (ARP) previously provided by Congress to support security and modernize government technology after the pandemic accelerated the need to improve online access to government services to the public . To date, TMF has invested nearly $ 400 million of the $ 1 billion in ARP funding in 12 projects.

The TMF board, whose members provide funding recommendations and monitor the progress and implementation of approved modernization projects, will prioritize investing in projects involving different agencies and reduce frustrating waiting times, duplicate documents and bureaucratic barriers that people face. too common when interacting with their government. The Council will also give priority to projects aimed at improving a wide range of key federal government capabilities and systems.

All federal agencies and high-impact service providers (HISPs) that serve the highest percentage of people, perform the largest volume of transactions per year, and have a huge impact on the lives of the people they serve, are eligible to apply for certain funding. Efforts will also help implement the commitments outlined in both the Presidential Executive Order for Transforming the federal customer experience and providing services to restore confidence in government and the second priority of the President’s Governance Program, which focuses on providing excellent, fair, and secure federal services and a customer experience.

“The delivery of federal services is not in line with the needs and expectations of the public. The American people deserve a government that puts people at the center of everything they do, “said the Federal Chief Information Officer and Chairman of the TMF Board. Claire Martorana. “With this funding, we will implement secure technology that reduces agency costs, eliminates the burden on the federal workforce and those it serves, and feeds services that meet public expectations.

“Government technologies and websites can and should work better for the people and communities we serve,” said the GSA administrator. Robin Carnahan. “Targeted funding from TMF, focused on making their lives easier when they need government services, is meaningless. It’s also a smart way to invest tax dollars to make sure the American people get the most out of their money. “

The selected projects will be supported by customer surveys and data, distributed among agencies and systems, address immediate security gaps and improve the public’s ability to access and manage public services. In addition, the agencies offering the selected projects will have technology teams and systems that are able to quickly design, prototype and implement modern digital tools and services based on human-oriented design. Projects will also need to have measurable targets to ensure that TMF’s investments address real customer pain points and gaps in accessibility and equity.

All federal agencies that provide public information, benefits, services, and programs can apply for this funding until Monday, August 1 for expedited review, or until September 30 on a continuous basis.

Since the President signed the Executive Order on the Customer Experience, HISP has made significant progress in fulfilling specific commitments to improve service delivery and has launched five “life experience” teams to better integrate services for people in critical moments. their lives.

About TMF: The Technology Modernization Fund is working to transform the way the government uses technology to deliver to the American public in a fair, secure, and consumer-oriented way. TMF invests in technology projects throughout the government, providing additional funding, technical assistance and oversight during implementation to ensure the success of its investments.

TMF is investing in projects ranging from providing a single secure login experience for government websites to digitizing temporary work visa programs and upgrading systems that support crop inspection and certification. After receiving $ 1 billion in ARP funding, TMF is investing in 12 projects that address urgent challenges to modernize IT, strengthen cybersecurity protection and respond to the COVID-19 pandemic. For more information, visit tmf.cio.gov.

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