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

3 Strategies

Priority-Level Success Metrics

Overview

Priority Area Leaders

Robin Carnahan

TitleAdministrator

AgencyGeneral Services Administration

Xochitl Torres Small

TitleDeputy Secretary

AgencyU.S. Department of Agriculture

VA

AgencyU.S. Department of Veterans Affairs

Summary of Progress

August 2023

The 35 High Impact Service Providers (HISPs) worked diligently to assess their own customer experience (CX) capabilities as they continue to design improvements that address pain points of their customers. In February of 2023, all 35 HISPs completed their CX Capacity Assessment. This activity provided HISPs with an opportunity to self-report their capacity and maturity levels on components of CX including: talent, service management, digital capabilities, and leadership buy-in. The OMB CX team analyzed the Capacity Assessment submissions to prepare for Deep Dive meetings with each HISP in March 2023, in which the team discussed results and explored further opportunities to build a comprehensive understanding of HISP organizational maturity, capacity to deliver, barriers to success, and catalysts for improvements.

The Life Experience portfolios and projects are working to meet milestones and produce deliverables for this fiscal year and beyond. Teams are traveling nationwide, leading workshops, testing prototypes, providing technical assistance, and continuing to learn from members of the public. For the Facing a financial shock portfolio, state prototypes are underway to enable automated ex parte renewals (determining eligibility with data already available). Newborn Supply Kits (Birth to early childhood) have been launched in Arkansas, Louisiana, and New Mexico, with a hospital partner in each state and additional community-based organizational distribution partners. This quarter’s milestone report also includes accomplishments and progress in the Approaching retirement, Recovering from a disaster, and Transition to civilian life portfolios. Lastly, Strategy 3 now includes new deliverables in support of the implementation of 21st Century IDEA.
May 2023

The Customer Experience Priority Area has continued to deliver on its commitment to a simple, seamless, and secure customer experience across federal government services and platforms. The team has produced a new data visualization of post-transaction trust data reported by High Impact Service Providers in support of the Priority Area’s success measure. Across the five Life Experiences, project teams have provided detailed updates on their progress toward completing their goals, along with planned milestones and next steps. Additionally, leaders are taking strides towards their goal of designing and developing resources to empower agencies to deliver better federal websites and digital services, in addition to releasing new planned milestones for Strategy 3.
March 2023

The Customer Experience Priority Area continued to make progress to transform federal benefits, services, and programs through improved service delivery and customer experience. Updates for individual High Impact Service Providers’ commitments to make their services more simple, seamless, and secure are now available at performance.gov/cx/executive-order. Notably, each of the five Life Experiences teams have publicly shared their discovery sprint findings, including detailed customer journey maps and stories, and have identified initial projects for implementation in 2023 to address priority pain points at performance.gov/cx/projects.
November 2022

The Customer Experience Priority Area has made progress translating the President’s historic Executive Order 14058 on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government into action. In addition to individual agencies acting to improve their customer experience, the five priority Life Experiences projects announced this Spring are developing opportunity areas for agency and government-wide action based on their discovery sprints. OMB and GSA also recently announced that the Technology Modernization Fund will allocate $100 million to improve customer experiences with the federal government. Finally, the 35 federal High Impact Service Providers (HISPs) continue to make progress promoting ongoing accountability for federal service delivery. See additional details and updates on progress on the CX Blog.
July 2022

The Customer Experience Priority Area has made progress in each of the three strategies aiming to collectively transform Federal benefits, services, and programs through improved service delivery and customer experience. Further, since President Biden signed Executive Order 14058, the OMB Customer Experience (CX) Team has provided quarterly updates on progress on the CX Blog.

Challenge

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.

Opportunity

The Federal Government must deliver a simple, seamless, and secure customer experience, on par with or more effective than leading consumer experiences. In all sectors, services should reduce burdens not increase them. 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, including through various diversity, equity, inclusion, and accessibility initiatives, 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.

Strategies

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.

1 Strategy Lead

Success Metrics

CAP Goal

Design, build, and manage government service delivery for key Life Experiences that cut across federal agencies.

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