With New Data Strategy, DOJ CIO Wants Improved Customer Experience

DOJ Department of Justice

Department of Justice (DOJ) CIO Joseph Klimavicz spoke about the importance of how everyday citizens should be able to reach people in leadership positions in the Federal government and the soon-to-be-released IT strategy for FY 2019-2021.

Klimavicz, speaking at FCW’s Citizen Engagement Summit today, said that following the IDEA Act—which requires Federal agencies to keep online and mobile-friendly versions of government processes to the extent possible—will help agencies deliver customer service from the public sector that one might expect from the private sector. Klimavicz made mention of the President’s Management Agenda (PMA) that acknowledges government customer services lag behind private sector customer services.

Under the direction of the PMA, Federal agencies are required to improve customer experience, improve customer satisfaction through proven private-sector practices, increase Federal government trust, and use technology to help bridge the communication divide between Federal agencies and the citizens.

“To accomplish this, we need to institutionalize the skills and practices necessary for Federal entities to provide a good customer experience, especially for our most high-impact and citizen-facing services,” Klimavicz said.

Under the department’s IT strategy, the DOJ has four outlined goals to modernize IT and support its mission, including:

  1. Continuously improve service delivery;
  2. Effectively invest in technology;
  3. Protect critical mission assets; and
  4. Build innovative capabilities.

Klimavicz also spoke of the DOJ Data Strategy released this week, which will be critical to building on the DOJ’s IT Strategy. The Data Strategy “establishes common methods, tools, and processes to manage, manipulate, and share data across the organization.” In addition, Klimavicz previewed the upcoming Federal Data Strategy’s impact.

“The Federal Data Strategy will consist of principles, practices, and actions to deliver a consistent and strategic approach for Federal data stewardship, access, and use,” he said.

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