Ways the Biden-Harris Administration Made Services Work Better in 2023

Over the past year, the Biden-Harris Administration has made important progress in creating a truly modern, effective Government – from ensuring Americans have reliable services and resources, to helping the American people file taxes and apply for benefits. These advances have been made possible through President Biden’s Management Agenda (PMA), and are critical for bolstering government’s ability to deliver for the American people. Below are some of the ways the Biden-Harris Administration has improved government services over the past year:

Saving People Time

1. The IRS made it easier for Americans to file their taxes – Since the passage of the Inflation Reduction Act in 2022, the IRS served 140,000 more taxpayers in-person and has opened or reopened 35 Taxpayer Assistance Centers. Through the end of filing season in 2023, IRS answered three million more calls compared to last year, and cut phone wait times to three minutes from 28 minutes.
2. TSA reduced wait times in airports – Despite having the busiest travel year on record, the Transportation Security Administration (TSA) met their service levels of standard screenings of 29 minutes or less 99.1% of the time, and TSA PreCheck screenings of 9 minutes or less 98.6% of the time, on average.
3. USDA reduced burdensome paperwork by more than half – The Department of Agriculture’s Farm Service Agency (FSA) reduced the simplified direct loan application form from 29 pages to 13, and 10 separate forms to one. These changes reduce completion time by an estimated 50 percent. The news form has been used approximately 18,400 times since it was published in February 2023. Applicants can now complete and submit the form online, and a new Fast Track pilot expedites the underwriting process for 25 percent of direct loans, resulting in faster decisions for customers and time savings for employees.

Doing More Business Online

1. State Department piloted online passport renewals – In 2023, Passport Services issued 24 million passports, the highest number in U.S. history. During the limited release of the Online Passport Renewal, over 500,000 customers submitted their applications online through the pilot system. The program was paused in March 2023 to introduce improvements based on customer feedback and is expected to launch in early 2024.
2. Ed is helping Americans save money — The Department of Education’s new Income-Driven Repayment application through the SAVE program encouraged over 20 million student loan borrowers to take full advantage of the benefits of the most affordable student loan plan ever. The campaign also educates borrowers on other resources and debt forgiveness programs available from the Department.
3. Veterans can do more online – The Department of Veterans Affairs (VA) has expanded the functionality of their award-winning app. Veterans can also use their mobile app to manage their prescriptions, and there have been more than 764,000 successful refills since launch in March 2023. They can also see and download their decision award letters,– a feature used more than 3.8 million times. Authenticated users can download their award letters from VA.gov, the VA Health and Benefits Mobile App, and the VA.gov chatbot, including features that enable blind Veterans to read their benefits decision letters using assistive technology.

Cutting Red Tape

1. HUD made it easier for families to connect to housing – The Department of Housing and Urban Development (HUD)’s published a new rule that made easier for families applying for housing to calculate their income and assets and streamline the ability of housing owners to complete verification requirements.
2. Social Security made it easier for Americans to fill out forms digitally – Social Security Administration (SSA) removed the need for a physical signature requirement from five forms.
3. More moms are feeling supported – HHS piloted The Benefits Bundle project, which connect families welcoming a new baby to a bundle of supportive services, including government benefits through personal and community-tailored case management with a mom that successfully completed the Healthy Start program. 81% of participant respondents reported that their peer navigator made it easier to navigate and access resources. In addition, a public-private partnership with hospitals and community-based organizations distributed 3,000 Newborn Supply Kits in Arkansas, Louisiana, and New Mexico, three states experiencing deep levels of maternal, infant, and financial vulnerability.