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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
By 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
By 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.
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Fact Sheets about the exciting work of High Impact Service Providers and Life Experience Teams
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See most recent developments related to this priority area at Performance.gov/CX/blog
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Goals
Goal 1.1
By 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 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
Goal 1.1: By 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:
Reporting on performance.gov/cx.
Goal 1.2: By 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; by 2024 all HISPs will share their score in this area in their annual CX Action Plan.
Leaders
Loren DeJonge Schulman
TitleAssociate Director, Performance and Personnel Management
AgencyOffice of Management and Budget