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Federal Agencies Detail Plans for Digital Transformation

Jeff Brody

Twenty-five agency program offices have detailed their plans for digital transformation and customer service improvement in line with President Trump's Management Agenda, Federal News Network reported Friday.

The program offices, named by the Office of Management and Budget as high-impact service providers, issued their annual strategies on Performance.gov. As part of its strategy, the Internal Revenue Service intends to reduce cases of fraudulent payments by 2 percent through 2024.

The State Department is also planning to launch workforce re-skilling efforts to improve customer service by fiscal 2022. The U.S. Citizenship and Immigration Services, a component of the Department of Homeland Security, plans to deploy self-service tools and digitize its forms before fiscal 2022.

Plans issued on the website include performance metrics for agencies’ self-evaluation purposes and largely focus on call center consolidation, improving digital services and retraining personnel for better customer service.

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