The White House’s Office of Management and Budget (OMB) released new guidance late Friday that directs Federal agencies to design and deliver a “digital-first public experience” through improved websites and digital services as they continue to implement the 21st Century Integrated Digital Experience (IDEA) Act. […]

Over the past 20 years, government agencies have worked to shift from paper-based to digital operations. Early efforts, too often, went halfway. Agencies digitized the front end, but back-end operations largely remained the same. And on the front end, a digital customer experience was not as robust as it was in person. For example, early-stage digital government offered citizens access to forms online, which was convenient. But if someone had a question, there was no mechanism for in-person follow-up or an immediate response. […]