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Statement by GSA Administrator Carnahan on President Biden’s Executive Order on Improving Customer Experience and Government Services for the American People


WASHINGTON —Today, the Biden-Harris Administration announced a series of new actions to help improve customer experience and government services for the American people. The new Executive Order directs federal agencies to put people at the center of everything the government does, and includes 36 customer experience (CX) improvement commitments across 17 federal agencies, all of which aim to improve people’s lives and the delivery of government services.

The Executive Order also creates a sustained, cross-government service delivery process that aligns to the moments that matter most in people’s lives.

“Creating user-friendly and accessible government services is essential to building trust in government and delivering the resources and benefits the American people need, when they need them,” said GSA Administrator Robin Carnahan. “From disaster relief to student loans, the American people deserve government services that are reliable, equitable, and accessible — without having to navigate a convoluted maze of processes and websites. The Biden-Harris Administration is undertaking an all-hands-on-deck effort to make government services simpler and more secure, and as the home of government-wide shared services, GSA has a leading role to play. For years, GSA has pioneered innovative solutions, like and, that make it easier for the American public to interact with the government online, and today’s Executive Order will build on these efforts. GSA is looking forward to working with our agency partners to make it easier for them to provide excellent customer experiences to the public and deliver the essential government services taxpayers expect and deserve.”

Under the Executive Order, GSA will: 

  • Create a product roadmap for creating shared services organized around major life experiences. 
  • Develop a digital ‘federal front door’ that includes, and explore bringing in sites like, and into that federal front door. 
  • Dedicate multi-disciplinary teams to support High Impact Service Providers (HISPs), which are public-facing services designed to have high impact on the public, while aligning with state and local governments as much as possible.
  • Work with the Department of Veterans Affairs (VA) to provide seamless integration with accounts for customers that eliminate outdated and duplicative sign-in options.

Today’s actions build on the President's Management Agenda, which outlines a bold vision for ensuring an effective, equitable, accountable government that delivers results for all Americans.

For more information on the recently released Executive Order, please visit: 



About GSA: GSA provides centralized procurement for the federal government, managing a nationwide real estate portfolio of more than 370 million rentable square feet and overseeing approximately $75 billion in annual contracts. GSA’s mission is to deliver the best value in real estate, acquisition, and technology services across government, in support of the Biden-Harris administration’s priorities. For more information, visit: and follow us at @USGSA.