USDA Leveraging Trendy Know-how and Digital Instruments to Enhance Buyer Service

Jul 28, 2022

The U.S. Division of Agriculture (USDA) is pushed to prepared the ground in customer-centered, data-driven service supply throughout the Federal Authorities. It’s our objective to speed up the usage of fashionable expertise and digital instruments that our inside and exterior clients count on in each side of their lives. We now have made important strides in advancing expertise capabilities, together with establishing the Workplace of the Chief Information Officer (CDO) and the Workplace of Buyer Expertise (OCX). The Workplace of the Chief Data Officer (OCIO) by the IT Modernization initiative, has made main progress in modernizing our info expertise (IT) infrastructure to what it’s in the present day.

Whereas these advances are a promising begin, to attain USDA’s imaginative and prescient, we have to proceed our efforts of growing modern options supply that helps and strengthens American farmers, ranchers, foresters, producers, and customers. The not too long ago launched USDA IT Strategic Plan (PDF, 19 MB) identifies the objectives, targets, and techniques we are going to use to constantly enhance the Division’s providers to the American public. This IT Plan provides to the FY 2022-2026 Departmental Strategic Plan (PDF, 9.6 MB) to collectively deal with considerably enhancing life and livelihoods throughout America.

Each plans search to ascertain a brand new customary of excellence in buyer expertise and repair. When the American public interacts with USDA, they may get a easy, seamless, and safe buyer expertise that’s on par with high client experiences. USDA clients ought to be capable of:

• Simply discover info on USDA providers which will profit them in only a few clicks through our web site homepage, search engine, or cellphone name to a buyer contact heart.
• Fill out kinds, present digital signatures, add paperwork, pay a price, and use self-service digital instruments to handle their interactions with authorities advantages and providers.
• Present widespread info to USDA as soon as, and management what information is shared or pre-populated in kinds or providers throughout companies.
• Get solutions and on-demand buyer assist, through internet, textual content/SMS, electronic mail, chat, cellphone, or in individual, together with self-serve, personalised, and agent-provided choices with out ready.
• Schedule, and re-schedule, appointments for in-person workplace or area visits on-line.

We’re dedicated to accelerating and increasing upon these improvements to enhance USDA’s providers to our clients. By means of the processes and approaches we suggest, USDA could make main strides to allow fashionable service supply, improve data-driven decision-making, remove duplication of effort, scale back pricey and error-prone handbook processes, upskill our IT workforce, and make sure the continued strengthening of the USDA cybersecurity posture.