Statement by Administrator Samantha Power

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Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government

For Immediate Release

Monday, December 13, 2021

Today, President Biden signed an Executive Order, Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government, to streamline and modernize a vast array of government services and demonstrate that the U.S. Government can and will deliver for its citizens. USAID is committed to putting customer experience at the heart of everything we do. This means delivering excellent, equitable and secure services for the people we serve worldwide and improving their experience. This order identifies USAID, for the first time, as a High Impact Service Provider (HISP), a designation based on the scale and impact of the agency's public-facing services. As we implement this Executive Order, USAID will engage local development actors and organizations and seek to remove unnecessary barriers to the participation of underrepresented and marginalized populations in our mission.

With operations in over 100 countries and services that reach hundreds of millions of people, delivered by over 3,000 organizations, the potential for USAID to advance the President’s customer service goals is tremendous. To deliver on that potential, USAID will undertake a first-ever review of all our regulations, forms, instructions, and guidance used by applicants for grants and cooperative agreements to verify that our policies are clear and intelligible, do not contain unjustified administrative burdens or excessive paperwork requirements, and do not place undue strain on local organizations or domestically underrepresented groups.

This effort will build on the recent launch of, a new platform that simplifies the process for any organization to partner with USAID, as well as other efforts to expand our outreach to small businesses, startups, and minority- and women-owned businesses. Fundamentally, we are committed to removing the “sludge” that hinders USAID’s ability to deliver high quality customer service and to strengthening our efforts to service all of our customers based on their needs.

Last updated: July 03, 2022

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