Dr. Lynda Davis
Chief Veterans Experience Officer
Administrator, U.S. Digital Service
Deputy Assistant Director for Management, Office of Management and Budget
Download the latest Action Plan and Progress Update
❝Federal customers deserve an experience that compares to—or exceeds—that of leading private sector organizations.❞
This goal will provide a modern, streamlined, and responsive customer experience across government, comparable to leading private-sector organizations.
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.
April 24, 2020
A Guide to Building Customer Experience Capacity
This month, the General Services Administration’s (GSA) Office of Customer Experience (OCE), in association with the Customer Experience Cross-Agency Priority (CAP) Goal team, released the Customer Experience Services Evaluation and Buying Guide. This resource is intended to answer questions and provide guidance to agencies looking to build their Customer Experience (CX) capacity through Human-centered Design (HCD).
January 30, 2020
Modernizing the Way Government Serves its Citizens
In December 2019, the Office of Management and Budget (OMB) along with the National Association of State Chief Administrators (NASCA) held the Service to Citizens in the 21st Century Summit.