USDA Leveraging Modern Technology and Digital Tools to Improve Customer Service

Posted by Megen Davis, Director, Strategic Organizing, Details Resource Management Center, Place of work of the Main Facts Officer in


Jul 28, 2022

The U.S. Division of Agriculture (USDA) is driven to direct the way in purchaser-centered, info-driven company shipping and delivery throughout the Federal Federal government. It is our intention to accelerate the use of modern technologies and electronic instruments that our inner and external prospects hope in every facet of their life. We have designed important strides in advancing technology abilities, like setting up the Office environment of the Main Data Officer (CDO) and the Business office of Shopper Expertise (OCX). The Office environment of the Main Info Officer (OCIO) as a result of the IT Modernization initiative, has manufactured significant development in modernizing our facts engineering (IT) infrastructure to what it is right now.

Even though these advances are a promising start off, to attain USDA’s eyesight, we need to continue on our attempts of acquiring innovative methods shipping that supports and strengthens American farmers, ranchers, foresters, producers, and shoppers. The just lately introduced USDA IT Strategic Plan (PDF, 19 MB) identifies the objectives, objectives, and techniques we will use to continuously strengthen the Department’s expert services to the American general public. This IT Program adds to the FY 2022-2026 Departmental Strategic System (PDF, 9.6 MB) to collectively focus on drastically strengthening lifetime and livelihoods throughout The usa.

Equally plans search for to set up a new normal of excellence in purchaser encounter and assistance. When the American community interacts with USDA, they will get a basic, seamless, and secure client experience that is on par with leading shopper experiences. USDA clients need to be ready to:

  • Effortlessly come across details on USDA expert services that may perhaps profit them in just a handful of clicks through our web page homepage, search engine, or cellular phone get in touch with to a shopper get in touch with center.
  • Fill out kinds, supply electronic signatures, upload paperwork, shell out a payment, and use self-company electronic resources to manage their interactions with federal government positive aspects and products and services.
  • Provide common data to USDA at the time, and regulate what info is shared or pre-populated in forms or companies throughout agencies.
  • Get answers and on-desire customer guidance, by using internet, textual content/SMS, e mail, chat, cell phone, or in particular person, which include self-serve, personalized, and agent-offered alternatives without the need of waiting around.
  • Schedule, and re-routine, appointments for in-particular person office or industry visits on the net.

We are dedicated to accelerating and growing upon those improvements to improve USDA’s expert services to our clients. Via the procedures and strategies we propose, USDA can make major strides to empower contemporary assistance shipping and delivery, improve facts-pushed selection-creating, remove duplication of exertion, cut down highly-priced and error-prone handbook processes, upskill our IT workforce, and guarantee the ongoing strengthening of the USDA cybersecurity posture.


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