Delivering Excellent, Equitable, and Secure Federal Services and Customer Experience

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Dr. Jewel Bronaugh

Deputy Secretary

U.S. Department of Agriculture

Robin Carnahan


General Services Administration

Donald Remy

Deputy Secretary

U.S. Department of Veterans Affairs



Federal services have not always been designed with the public’s needs and priorities in mind, nor have these services always kept up with these needs. Poorly designed, out of date, and inequitable Government services are a cost to our Nation; it can mean that Veterans don’t get benefits they have earned, small business owners can’t access financing to grow their businesses, new mothers and infants lack critical nutrition supports, and disaster survivors face mountains of paperwork to rebuild their homes.


The Federal Government must deliver a simple, seamless, and secure customer experience, on par with or more effective than leading consumer experiences. Irrespective of people’s age, location, digital savvy, disability, education, or English proficiency, the American people deserve a Government that understands who they are, what they need, and how best to deliver for them. Every interaction between the Government and the public is an opportunity to deliver the services people expect and deserve. Whether during a pivotal life experience such as retiring, or a routine interaction to renew a passport, the Government must build our understanding of our customers and involve them – the people we serve – to improve benefits, services, and programs and enable us to deliver for all Americans.

We can get there by using technology to power outstanding experiences; engaging with private-sector and nonprofit organizations; partnering with State, local, Tribal, and territorial governments; collaborating with other partners to reduce administrative burden of interaction with the Federal Government, simplifying both public-facing and internal processes to improve efficiency, and empowering the Federal workforce so that they can best deliver for the American people. Understanding our customers’ needs through gathering feedback, conducting research, sharing insights, and testing new approaches will ensure we are designing with our customers in mind every step of the way and enable us to deliver for all.

Priority-level success metrics

Increasing experience quality to be on par with the best consumer experiences, or other appropriate comparison

  • Target: Move from last into top 10 on Forrester industry ranking.1

Reducing burden for Government’s customers

  • Measurement: Focus on designated High Impact Service Providers (HISP) services (near term).
  • Measurement: Focus on designated cross-agency life experiences (long term).
  • Target: Establish Government-wide Service Level Agreement targets for customer contact centers (forthcoming).

Improving trust in Government

  • Target: Achieve 75 percent or higher post-transaction trust in High Impact Service Providers.

1 The Forrester Customer Experience Index (2021) rates industries' customer experiences on a scale of 1 to 100, using results from a nationally representative survey.



Improve the service design, digital products, and customer-experience management of Federal High-Impact Service Providers by reducing customer burden, addressing inequities, and streamlining processes.

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Pam Coleman

Associate Director for Performance and Personnel Management

Office of Management and Budget


Design, build, and manage Government service delivery for key life experiences that cut across Federal agencies.


The President’s Management Council is responsible for forming interagency teams to tackle cross-agency life experiences, pursuant to E.O. 14058, Transforming Federal Customer Experience and Service Delivery To Rebuild Trust in Government, of December 13, 2021


Identify and prioritize the development of Federal shared products, services, and standards that enable simple, seamless, and secure customer experiences across High Impact Service Providers.

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Dave Zvenyach

Director of the Technology Transformation Services

General Services Administration

Featured insights

INSIGHT   Blue icon with a bolt in the center, signifying 'metadata'

The Federal Government lags behind all other industries in customer experience quality

According to the Forrester Customer Experience Index (CX Index™), which measures customer experience quality across industries, customers of Federal services consistently report a worse experience in terms of service quality, ease of use, and other factors in comparison to other industries.

Reference to any specific commercial product, process, or service does not constitute or imply its endorsement, recommendation, or favoring by the U.S. Government or any agency thereof.
A bar chart of sectors ranked by the Forrester Customer Experience Index where the federal government ranks last, with a score of 63 out of 100. Every other sector studied scores higher, including utilities (66) and airlines (69). The luxury auto manufacturing sector scored the highest at 63. A stacked bar chart of how people characterized their interaction with the federal government, based on a nationally representative survey. 42.4% of respondents said their experience was Very poor; 11.6% said Poor; 4.4 said OK; 8.4% said Good; and 33.2% said Excellent.