Deputy Secretary, Department of Veterans Affairs
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.
December 19, 2019
December 2019 Updates Show Progress on Cross-Agency and Agency Priority Goals
Today, we published progress updates for both Cross-Agency Priority (CAP) Goals and Agency Priority Goals (APGs) for the fourth quarter of FY2019. These updates highlight recent milestones and accomplishments as well as related initiatives that support progress towards a more modern and effective government.
October 21, 2019
Tips for Starting Your Customer Experience Journey
It can seem daunting to know where to start on the journey towards continual measurement and sophisticated management of your customers’ experiences. In government in particular, those responsible for delivering services can feel like there is a lack of sufficient resources, talent, and leadership support to enable good customer experience (CX) practices.