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James Byrne, Acting Deputy Secretary, Department of Veterans Affairs
Matt Cutts,Acting Administrator, U.S. Digital Service
Mark Bussow, Acting Deputy Assistant Director for Management, Office of
Management and Budget
This goal will:   transform the customer experience by improving
the usability and reliability of our Federal
Government’s most critical digital services; create measurable improvements in customer
satisfaction by using the principles
and practices proven by leading private sector
organizations; increase trust in the Federal Government by
improving the experience citizens and businesses
have with Federal services whether
online, in-person, or via phone; and leverage technology to break down barriers
and increase communication between Federal
agencies and the citizens they serve.
Whether seeking a loan, Social Security benefits,
veterans benefits, or other services provided by the Federal Government, individuals and businesses
expect Government customer services to be efficient and intuitive, just like services from leading private-sector organizations. Yet the 2016
American Consumer Satisfaction Index and the 2017 Forrester Federal Customer Experience Index
show that, on average, Government services lag nine percentage points behind the private sector.
A modern, streamlined and responsive customer
experience means:  raising government-wide customer experience to the average of the private sector service industry, as measured by external organizations; developing indicators for high-impact Federal programs to monitor progress towards excellent customer experience and mature digital services; providing the structure and resources to ensure customer experience is a focal point for agency leadership; and examples of programs where improved customer service will impact millions of Americans include Federal Student Aid, Airport Security Screening, National Parks, Veterans Health Care, Passport Services, Emergency and Disaster Relief, and Medicare.
Download the September 2018 Action Plan
Download the FY2018 Q2 Action Plan
Download the FY2018 Q1 Action Plan
The Gears of Government Awards recognize individuals and teams across the Federal workforce whose dedication supports exceptional delivery of key outcomes for the American people, specifically mission results, customer service, and accountable stewardship.