“Despite the momentum gathering around the Trump administration’s priority of transforming customer service in government, agencies still face challenges getting feedback from the public under the Paperwork Reduction Act (PRA).”
“But the Veterans Affairs Administration, which leads the cross-agency priority (CAP) goal focused on customer service, is playing a key role in an interagency coalition aimed at tweaking the PRA.”
“Lee Becker, the chief of staff at the VA’s Veterans Experience Office, said Thursday that under the customer experience CAP goal, VA, together with the Office of Management and Budget, the General Services Administration and the Office of Information and Regulatory Affairs are looking at workarounds to some of the hurdles caused by the PRA…” Read the full article and listen to the broadcast here.
Source: Trump admin looks to overhaul Paperwork Reduction Act to ease customer service overhaul – By Jory Heckman, November 9, 2018. Federal News Network.
