Government For the People: Service the Public in a New World

Abstract

The report reviews a stockpile of data regarding government service delivery of the past decade and makes a slew of recommendations to the administration, Congress and agencies. It closely examines 11 of the highest-volume federal services, including airport security screening, passport services, taxpayer services and federal student aid services. The report also addresses how the COVID-19 pandemic has forced agencies�and their employees and contracted personnel�to deliver services in different ways and argues that government shouldn�t go back to business as usual if and when the pandemic subsides.