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We’re transforming the way government serves the public

We’re designing services for everyone

Internal Revenue Service
In FY17, processed 246 million federal tax returns and forms with a $2,862 average individual refund.

Social Security Administration
Provides over $1 trillion in benefits to approximately 64 million Americans.

Transportation Security Administration
Screens more than 2 million passengers on more than 25,000 flights each day.

What does CX work look like in government?

Veterans Employment journey map photo

Veterans Employment

Government typically approaches improvement and implementation from a bureaucratic, organizational-centered view. To better tackle barriers experienced by those leaving the military and entering the labor market, we built a journey map from the perspective of actual people living this moment – and showed how points at which multiple Federal agencies were involved were often also the most confusing to the user.

Photo of Olympic National Park

Wilderness Permits on Recreation.gov

Bringing Olympic National Park Wilderness permits onto recreation.gov has saved more than 5,000 staff hours in less than one year and has shifted the customer experience from burdensome time waiting in line, on the phone, sending faxes or emails, and enables visitors to know immediately whether their reservations are secured.

Photo of student eating lunch as part of National School Lunch Program

The National School Lunch Program

The National School Lunch Program provides low-cost or free lunches to 30 million children living at or below the poverty level each school day. On the customer side, the application process was very challenging, leaving out children that needed access to healthy meals. On the Federal side, there was a potential of 1.8 billion dollars in improper payments going back to schools. A journey mapping process led to a redesigned application form.

The Customer Experience Cross-Agency Priority Goal and OMB Circular A-11 Section 280 begin to raise the standard of service by first focusing on applying proven practices to High Impact Service Providers (HISPs). These 25 services across the Federal Government have been identified due to the scale and impact of their public-facing services.

More on the CX CAP Goal
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High Impact Service Providers (HISP) Profiles