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❮   CAP Goal Overview

CAP Goal IconImproving Customer Experience with Federal Services

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Federal customers deserve an experience that compares to—or exceeds—that of leading private sector organizations. President's Management Agenda
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Goal Leader:
Dr. Lynda Davis

Chief Veterans Experience Officer

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Goal Leader:
Matt Cutts

Administrator, U.S. Digital Service

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Goal Leader:
Dustin Brown

Deputy Assistant Director for Management, Office of Management and Budget

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❝Federal customers deserve an experience that compares to—or exceeds—that of leading private sector organizations.❞

News


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.