b'ViewpointsConclusion FootnotesImproving government services is not a new idea. Bill1.https://www.russellsage.org/publications/administrative-burden.Clinton stood up the National Partnership for Reinventing2.https://beeckcenter.georgetown.edu/wp-content/uploads/2021/12/Government, headed by then-Vice President Al Gore. GeorgeCivilla-x-Beeck-Center_Final-Report-1.pdf.W. Bush created the Presidents Management Agendaa3.https://www.whitehouse.gov/omb/briefing-room/2021/12/13/using-document now central to how administrations managetechnology-to-improve-customer-experience-and-service-delivery-for-government services. Barack Obama created the U.S. Digitalthe-american-people/. Service and 18F, new government organizations dedicated to4.https://www.the-american-interest.com/2018/08/01/whats-wrong-improving government service delivery.with-public-policy-education/.President Joe Biden has released an ambitious plan to5.https://www.whitehouse.gov/omb/briefing-room/2021/12/30/updated-data-on-improper-payments/.improve customer experience and reduce improper payments. Hopefully Biden will not only create a better customer experience, but also simplify the government benefits process wherever possible, removing the time tax that all Americans face and prevent those who need services the most from obtaining them. Changing how multiple government agencies operate will not be easy. Agencies afraid to change how they do business will need to become much more comfortable experimenting with how they deliver services, pilot various approaches, and measure impact.86 www.businessofgovernment.org The Business of Government'