In September 2023, the Office of Management and Budget (OMB) released a memorandum providing guidance to federal leaders on implementing a digital-first strategy to provide exceptional customer experiences to the public in alignment with the Executive Order. However, in an interview with Fed Gov Today, Joe Jeter, Senior Managing Director of Federal Technology at Maximus, explained that one of the biggest obstacles to achieving the OMB’s vision is navigating the digital generational gap. Agencies are interacting with five different generations, each with their own technology preferences and capabilities. By understanding the customer journey using data insights and human-centered design, agencies can overcome these challenges to create personalized, equitable experiences for all constituents.
“When you start from human-centered design you’re thinking about the outcomes, and when you think about the outcomes … [you can start] to understand that [customer] experience from a journey perspective,” Jeter said. “If we understand through the data the personas of the people that we’re connecting with, [then] … we know how to address people in a way that that drives [positive] customer experience [outcomes].”
To learn more strategies for navigating the digital generational gap to implement the OMB’s digital-first strategy, watch the video below.