Click on the High Impact Service Provider below to learn more about the actions they’re taking to improve customer experience and performance of designated services.


About this Service Provider (HISP)

Every day, USAJobs hosts over 900 jobs and manages 6 million profiles. The platform has over 200 million site visits a year.

Designated Services

Applying for a Federal job on USAjobs.gov

Surveys are sent to those who visit the mobile and desktop versions of the website.

Quarterly reports

Q4 2021
Service details
Service provided: USAJOBS mobile
Transaction point: Visit 3 or more pages on the website.
Channel: mobile
People served: 7910
Surveys offered: 7910
Responses: 4196

Service provided: USAJOBS desktop
Transaction point: Visit three or more pages on the website
Channel: computer
People served: 4791
Surveys offered: 4791
Responses: 1638

Q3 2021
Service details
Service provided: USAJOBS Job Seeker Portal
Transaction point: Visit three or more screens on the website
Channel: computer
People served: 5586
Surveys offered: 5586
Responses: 1872

Service provided: USAJOBS Job Seeker Portal (mobile)
Transaction point: Visit three or more screens on the website
Channel: mobile
People served: 9042
Surveys offered: 9042
Responses: 4428

Q2 2021
Service details
Service provided: USAJOBS Job Seeker Portal (mobile)
Transaction point: Visit three or more screens on the website
Channel: mobile
People served: 10451
Surveys offered: 10451
Responses: 5975

Service provided: USAJOBS Job Seeker Portal
Transaction point: Visit three or more screens on the website
Channel: computer
People served: 2084
Surveys offered: 2084
Responses: 789

Q1 2021

This HISP did not report customer feedback.


About this Service Provider (HISP)

Provides benefits for more than 2.7 million annuitants, survivors, and family members.

Designated Services

Applying for retirement benefits

Surveys are sent to those who are filing retirement claims and other customer services transactions via email, phone and website.

Quarterly reports

Q4 2021
Service details
Service provided: Services Online
Transaction point: After logging out of SOL
Channel: computer
People served: 529869
Surveys offered: 529869
Responses: 14101

Service provided: Retirement claims processing and customer service transactions (Services Online, phone, email)
Transaction point: At the end of the quarter the survey is emailed to everyone in the Retirement Services email database who had specific customer service transactions with Retirement Services during the quarter
Channel: computer
People served: 68434
Surveys offered: 68434
Responses: 7682

Q3 2021
Service details
Service provided: Retirement claims processing and customer service transactions (Services Online, phone, email)
Transaction point: At the end of the quarter the survey is emailed to everyone in the Retirement Services email database who had specific customer service transactions with Retirement Services during the quarter
Channel: computer
People served: 86395
Surveys offered: 86395
Responses: 10641

Service provided: Services Online (SOL)
Transaction point: Following logon to site
Channel: computer
People served: 628055
Surveys offered: 628055
Responses: 17645

Q2 2021
Service details
Service provided: Services Online (SOL)
Transaction point: Following logon to site
Channel: computer
People served: 1175824
Surveys offered: 1175824
Responses: 40868

Service provided: Retirement claims processing and customer service transactions (Services Online, phone, email)
Transaction point: Email survey to customers who had specific customer service transactions each quarter.
Channel: computer
People served: 90080
Surveys offered: 90080
Responses: 13002

Q1 2021

This HISP collected customer feedback, but the data is only partially within A-11 guidelines.