We’re transforming the way government serves the public

From small businesses seeking loans, to families receiving disaster support, to someone passing through an airport security line- every interaction between the Federal government and the public is an opportunity to demonstrate the government understands and is meeting their needs. For an individual, this can mean less time in a government office, on the phone with a help desk, or more digestible information to support a decision. Collectively, throughout a lifetime of interacting with different agencies, these moments are powerful opportunities to show citizens their government works. Improving the public’s trust in government happens transaction by transaction, and we must act to improve every one that we can.

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High Impact Service Providers (HISPs)

We’re working with 33 of the nation’s highest impact service providers (HISPs), identified due to the scale and impact of their public-facing services, to raise the standard of experience across government.

These designated entities are subject to OMB Circular A-11 Section 280 activities including an annual enterprise-wide CX capacity assessment and action plan, focused improvement efforts for designated services, customer feedback collections and public reporting.

Click on the agencies below to learn more about their High Impact Service Providers’ critical work and customer experience performance.



What did we learn from HISP customer feedback this quarter?

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More people are seeking Federal services

HISPs reported serving 456,995,460 customers in Q2 which is more than double the 210,815,683 served in Q1. As a result, they logged more than 1.2 million responses in Q2 compared to only 934,972 in Q1. We predict that the increased volume was driven by new activities and questions related to the American Rescue Plan and extension of the tax filing deadline.

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Increased traffic led to dip in “efficiency”

The experience driver that demonstrated a statistically significant decline from last quarter was “efficiency”-related questions, which dropped to an average score of 3.95 from 4.10 last quarter. The dip suggests that delays in completing service transactions did have an impact - as customers have expectations for completion times and that are not being met.

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Users prefer mobile sites slightly more than desktop

Some HISPs collect separate customer feedback on the desktop and mobile versions of a service and these customer satisfaction scores were compared. The mobile versions of these services scored much higher than desktop in satisfaction (4.22 to 4.07), effectiveness (4.14 to 3.99), ease (4.11 to 3.94), efficiency (4.06 to 3.86) and transparency (4.38 to 4.14). The scores suggest that a well-designed mobile experiences can raise experience scores.

Customer Feedback on Federal Service Performance

Q3 FY2021: April 1 – June 30, 2021



21 of 24
designated services collecting feedback

334,036,812 service interactions with the American public

1,061,971 total responses

Responses by agency

 

Responses by channel

 

Download data:
Service Providers - A list of High Impact Service Providers (HISPs).
Services - A HISP has one or more services, and this list will be updated after their designation Dec. 31st 2021.
Service Reports - HISPs are required to report their customer feedback for each service quarterly; this file includes historical reporting


What are HISPs doing to improve CX?

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Federal Student Aid

StudentAid.gov provides a one-stop-shop for Federal student aid needs. A single front door with an improved interface provides resources previously housed on 3 separate websites. New features this past year like aid summary, loan simulator and the make a payment pilot address previous customer pain points. A virtual assistant driven by conversational AI is also available to answer hundreds of questions and provide user support.

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Recreation.gov

Red Rocks transitioned to Recreation.gov online reservation system allowing visitors to make reservations in advance through their Recreation.gov account. Securing reservations in advance provides assurance that a campsite will be available when the visitor arrives. Site managers and hosts are easily able to verify visitor identification and run reports to determine vacancies. The local managers also reported a 31 percent increase in year-over-year revenue within a few months.

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Internal Revenue Service

IRS launched a Tax Withholding Estimator, an expanded, mobile-friendly online tool designed to make it easier for everyone to have the right amount of tax withheld during the year. The new Tax Withholding Estimator offers a more user-friendly step-by-step tool for effectively tailoring the amount of income tax they have withheld. In a year, the completion rate on mobile devices grew to 43% in compared to 27% and the overall completion rate jumped from 43% to 54%.



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US Citizenship and Immigration Services

The Information Services Modernization (InfoMod) initiative transitioned field office inquiries to the USCIS Contact Center. Instead of self-scheduling an in-person appointment, the applicant or petitioner can now contact the USCIS Contact Center for real-time resolution, reserving field office appointments for inquiries that could not be resolved. This provided a convenient channel for resolving inquiries, ensuring those who required an appointment were able to get one and improved the timeliness of emergency services.

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Department of Housing and Urban Development

After the Puerto Rico earthquake on December 28, 2019, 402 public housing families were displaced from their residences. HUD’s local Field Office Director and staff worked with Public Housing Agency to expedite the Demolition/Disposition Application process to provide displaced families with Tenant Protection Vouchers, enabling these families to be permanently rehoused.

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U.S. Department of Agriculture

Spurred on by the change in working conditions due to the Coronavirus pandemic, office divisions in the U.S. Department of Agriculture worked together to secure technology and develop instructions for electronic signature capabilities. The software has been overwhelmingly positive with many field office employees stating the new technology is a game-changer for their customers.