Customer Experience

High Impact Service Providers

We’re working with 35 of the nation’s highest impact service providers (HISPs) to raise the standard of experience across government

Pursuant to Executive Order 14058, OMB Circular A-11 Section 280 is the government-wide guidance on how High Impact Service Providers should approach managing their customer experience. High Impact Service Providers are identified due to the scale and impact of their public-facing services. Each year, HISP teams review and define their high-impact services, collect customer feedback, measure performance, and identify actions for improving service delivery.

Track performance of High Impact Service Providers

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The Transportation Security Administration (TSA)

is making airport security screening faster, simpler, and more predictable, while maintaining high security standards. TSA is piloting programs using innovative identification technologies like biometrics and digital IDs. They are also testing touchless bag drop-off, which was 80% faster and improved customer satisfaction by 25 points in one pilot area.
The US Department of Agriculture (USDA)

created a Loan Assistance Tool, which provided an interactive, online guide in plain language that explains each step of the USDA Farm Loan application process. USDA is also building a simpler online version of the paper application, which will launch in Spring 2023.
The Department of Health and Human Services

Centers for Medicare & Medicaid Services (CMS) learned directly from customers how to improve Medicare.gov and made changes to improve the user experience. After implementing these changes, customer satisfaction with Medicare.gov increased from 56% to 72%. CMS also noticed a 15% increase in the authenticated uses of its website.
The Internal Revenue Service (IRS)

has taken several recent steps to improve the taxpayer experience for our underserved communities. For the first time in the history of the IRS, they made Form 1040 available in Spanish during the 2021 tax filing season. IRS also debuted Schedule LEP, giving taxpayers with limited English proficiency the opportunity to indicate whether they wanted to be contacted by the IRS in a language other than English. Using Schedule LEP, they could choose from 20 different languages.