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Delivering Excellent, Equitable, and Secure Federal Services and Customer Experience
Overview
Priority Area Leaders
Robin Carnahan
TitleAdministrator
AgencyGeneral Services Administration
USDA
AgencyU.S. Department of Agriculture
VA
AgencyU.S. Department of Veterans Affairs
Summary of Progress
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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.
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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.
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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.
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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
Highlights
A curated view of progress happening across this priority areaJoin 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.
Understand the vision
Help answer high-impact research questions
Success Metrics
Increasing experience quality to be on par with top consumer experiences, or other appropriate comparison
- Target: Move from last into top 10 on Forrester industry ranking.*
*The Forrester Customer Experience Index (2021) rates industries’ customer experiences on a scale of 1 to 100, using results from a nationally representative survey.
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 and digital services (forthcoming).
Improving trust in government
- Target: Achieve 75 percent or higher post-transaction trust in High Impact Service Providers.
Join the Action
Contributes toDelivering Excellent, Equitable, and Secure Federal Services and Customer Experience
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.
Understand the vision
Help answer high-impact research questions
Success Metrics
Contributes toDelivering Excellent, Equitable, and Secure Federal Services and Customer Experience
Increasing experience quality to be on par with top consumer experiences, or other appropriate comparison
- Target: Move from last into top 10 on Forrester industry ranking.*
*The Forrester Customer Experience Index (2021) rates industries’ customer experiences on a scale of 1 to 100, using results from a nationally representative survey.
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 and digital services (forthcoming).
Improving trust in government
- Target: Achieve 75 percent or higher post-transaction trust in High Impact Service Providers.