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Strategy 1

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Contributes toBiden-Harris President’s Management Agenda

Follow Progress

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.

Designated a Cross-Agency Priority (CAP) Goal

Goal 1.1

As of December 2023

By the end of Fiscal Year 2024, all High Impact Service Providers (HISPs) will publicly report trust and service performance data on performance.gov/cx for all of their designated services.

Goal 1.2

As of December 2023

By the end of Fiscal Year 2024, all HISPs will have the talent required to gather ongoing qualitative customer feedback, conduct user testing for all communications, digital products and other service components, and apply human-centered design research methods.

PMA / Customer Experience / Strategy 1 / Join the Action

Join the Action

Read

Fact Sheets about the exciting work of High Impact Service Providers and Life Experience Teams

Follow the action

See most recent developments related to this priority area at Performance.gov/CX/blog

Share

To deliver results for all of the American people, we need everyone’s help. Spread the word.

Read the vision

Read the Biden-Harris President’s Management Agenda Vision, our roadmap for achieving an equitable, effective, accountable government that delivers results for all of the American people

Help answer high-impact research questions

Review critical government-wide research questions in the PMA Learning Agenda – answers to these questions will help the Federal Government deliver more effective and equitable results

PMA / Customer Experience / Strategy 1 / Goals

Goals

Goal 1.1

By the end of Fiscal Year 2024, all HISPs will publicly report trust, satisfaction, and other service performance data on performance.gov/cx for all of their designated high impact services.

Goal 1.2

By the end of Fiscal Year 2024, all HISPs will have the talent required to gather ongoing qualitative customer feedback, conduct user testing for all communications, digital products and other service components, and apply human-centered design research methods.

PMA / Customer Experience / Strategy 1 / Success Metrics

Success Metrics

Goal 1.1: By the end of Fiscal Year 2024, all High Impact Service Providers (HISPs) will publicly report trust and service performance data on performance.gov/cx for all of their designated services. Success metrics for Goal 1.1 include:

Goal 1.2: By the end of Fiscal Year 2024, all HISPs will have the talent required to gather ongoing qualitative customer feedback, conduct user testing for all communications, digital products and other service components, and apply human-centered design research methods. Success metrics for Goal 1.2 include:

  • Capacity measured in annual CX Capacity Assessment; scores across a number of capacity assessment measurements were shared in the CX Team’s 2023 Capacity Assessment Summary.

PMA / Customer Experience / Strategy 1 / Leaders

Leaders

Loren DeJonge Schulman

TitleAssociate Director, Performance and Personnel Management

AgencyOffice of Management and Budget

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