This WSJ article titled "White House Presents Plan to Fix Federal Customer Experience" caught our attention.
There is actually someone at OMB responsible for the customer (aka citizen) experience, and they're focused on specific use cases:
There are many tools out there to help. But, ALO is alone at providing tools for straight through communication from customers to staff. ALO enables your team to hear every customer’s voice, fix every broken experience, and increase customer loyalty and spend. Here is a good place to start learning about the power of ALO.