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Federal employees received high marks for their work. At the same time, the public also wants more from them, and federal agencies more broadly, especially around technology.
These are among the top findings of a survey of a thousand likely voters from last August by the Center for Accountability, Modernization and Innovation (CAMI).
Stan Soloway, the chairman of the board for CAMI, said the findings demonstrate at least two significant issues for federal executives to consider.
Stan Soloway is the chairman of the board for the Center for Accountability, Modernization and Innovation (CAMI).
βIt very clear to us from the survey was that public actually has faith, to a certain extent, in public employees. The public also fully recognizes that the system itself is not serving them well,β Soloway said on Ask the CIO. βWe found well over half of the folks that were surveyed said that they didnβt believe that government services are efficient. We found just under half of respondents had a favorable impression of government workers. And I think this is very much I respect my local civil servant because I know what they do, but I have a lot of skepticism about government writ large.β
CAMI, a non-partisan think tank, found that when it comes to government workers:
47% favorable vs 38% unfavorable toward government workers (+9% net)
Self-identified very conservative voters showed strong support (+30% net)
African Americans showed the highest favorability (+31% net)
Self-identified independents are the exception, showing negative views (-14% net)
At the same time, when it comes to government services, CAMI found 54% of the respondents believe agencies arenβt as efficient or as timely as they should be.
John Faso, a former Republican congressman from New York and a senior advisor for CAMI, said the call for more efficiencies and timeliness from citizens echoes a long-time goal of bringing federal agencies closer to the private sector.
βPeople, and we see this in the survey, look at what government provides and how they provide it, and then to what theyβre maybe accustomed to in private sector economy,β Faso said. βAmazon is a prime example. You can sit home and order something, a food product, an item of clothing or something else you want for your house or your family, and oftentimes itβs there within a day or two. People are accustomed to getting that kind of service. People have an expectation that the government can do that. I think government is lagging, obviously, but itβs catching up, and it needs to catch up fast.β
Faso said itβs clear that a solid percentage of the reason for why the government is inefficient comes back to Congress. But at the same time, the CAMI survey demonstrated that there are things federal executives could do to address many of these long-standing challenges.
CAMI says respondents supported several changes to improve timely and efficient delivery of benefits:
40% preferred hiring more government workers
34% preferred partnering with outside organizations
Those self-identified as very liberal voters strongly favored more workers (+32% net)
Those identified as somewhat conservative voters prefer outside partnerships (-20% net)
Older voters (55+) preferred outside partnerships
βWhether itβs the Supplemental Nutrition Assistance Program (SNAP) or Medicaid and Medicare, the feds set all the rules for the administration and governance of the programs. So the first question you have to ask is, what is the federal role?β Soloway said. βEven though we have now shifted administrative responsibility for many programs to the states and to some cases, the counties, and reduced by 50% the financial support for administration of these programs, while the states have a lot to figure out and are somewhat panicked about it, because itβs a huge lift. The feds canβt just walk away. This is where we have issues of policy changes that are needed at the federal level, which we can talk about some of the ones that are desperately needed to give the states kind of the flexibility to innovate.β
Soloway added this also means agencies have to break down long-established siloes both around data and processes.
The Trump administration, for example, has prioritized data sharing across the government, especially to combat concerns around fraud. The Office of Management and Budget said in July it was supercharging the Do Not Pay list by removing the barriers to governmentwide data sharing.
Soloway said this is a prime example of where the private sector has figured out how to get different parts of their organization to talk to each other and where the government is lagging.
βWhat is the federal role in helping to break down the silos and integrate applications, and to the certain extent help with the administration of programs with like beneficiaries? The data is pretty clear that thereβs a lot of commonality across multiple programs, and when you think about the number of different departments and the bureaucracy that actually control those programs, thereβs got to be leadership at the federal level, both on technology and to expand process transformation, otherwise youβre not going to solve the problem,β he said. βThe second thing is when we talk about issues like program integrity, there are ways you can combat fraud and also protect the beneficiaries. But too often, the conversations are either/or any effort to combat fraud is seen as an effort to take eligible people off the rolls. Every effort to protect eligible people on the rolls is seen as just feeding into that so thatβs where the federal leadership, and some of that is in technology, some of itβs in policy. Some of itβs going to be in resources, because it requires investments in technology across the board, state and federal.β
Respondents say technology can play a bigger role in improving the delivery of federal services.
CAMI says respondents offered strong support for using AI to improve government service delivery:
48% support vs 29% oppose using AI tools (net +19%)
Self-identified republicans show stronger support than democrats (+36% vs +7% net)
Men are significantly more supportive than women (+35% vs +3% net)
Support is strongest among middle-aged voters (30-44: +40% net)
Soloway said CAMI is sharing its survey findings with both Congress and the executive branch.
βWeβre trying to get the conversations going and get the information to the right people. When we do that, we find, by and large, on both sides, thereβs a lot of support to do stuff. The question is going to really be, whereβs the leadership going to come from that will have the enough credibility on both sides to push this ball forward?β Soloway said.
Faso added state governments also must play a big role in improving program delivery.
βYou have cost sharing between the federal and state governments, and you have cost sharing in terms of the administrative burden to implement these programs. I think a lot of governors, frankly, are now really looking at themselves and saying, βHow am I going to implement this?ββ he said. βHow do I collaborate with the federal government to make sure that weβre all enrolling in the same direction in terms of implementing these requirements.β
AI Robot Team Assistant Service and Chatbot agant or Robotic Automation helping Humans as technology and Human Job integration as employees being guided by robots.
AI tools promise faster threat detection, reduced analyst workload and greater resilience, but government agencies often lack clear frameworks for setting objectives or assessing impact.
In this webinar, government and industry experts explore how federal organizations can establish mission-aligned goals for AI systems, measure REAL cybersecurity outcomes and track effectiveness over time.
Learning objectives:
Identifying needs and setting goals to make sure mission outcomes are driving AI efforts
Measuring and understanding progress and performance of AI-oriented goals
Linking the building blocks and best practices of successful programs that enable ROI
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