Customer Experience

Federal Customer Experience

We’re transforming the way government serves the public

The U.S. government interacts with millions of people each day, providing vital services during critical moments in people’s lives. Whether renewing a passport, claiming retirement benefits, passing through a security checkpoint, or checking the status of a farm loan application, every interaction between the Federal government and the public is an opportunity to demonstrate the government understands and is responsive to their needs.

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The Federal government is arguably one of the largest, most complex service delivery organizations in the world, responsible for a wide range of services.

TSA screens more than 2 million airline passengers per day

More than 60 million are covered by Medicare

More than 40 million people manage student loans

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Our work

Every touchpoint is an opportunity to build trust—delivering the value and competency Americans expect and deserve

Customer experience (CX) is the public’s perceptions of and overall satisfaction with interactions with any government agency, product, or service. A customer is any individual, business, or organization (such as a grantee or State, local, or Tribal entity) that interacts with an agency or program, either directly or through a Federally-funded program.

For an individual, good CX 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 ensure that every transaction is simple, seamless, and secure; on par with leading private consumer experiences.

There are four authoritative documents driving Federal CX improvement efforts

  • 1

    Executive Order 14058 on Transforming the Customer Experience and Federal Service Delivery to Rebuild Trust in Government

    Directs 17 agencies to take 36 specific actions to improve customer experience. Creates an ongoing framework by which the government focuses on a limited number of Life Experiences to coordinate service delivery across government. Establishes ongoing accountability for Federal service delivery through High Impact Service Providers.
  • 2

    The President’s Management Agenda (PMA), Priority 2

    Deliver excellent, equitable, and secure Federal services and customer experience. Increase experience quality to be on par with leading consumer experiences. Reduce burden for government’s customers and improve trust in government.
  • 3

    21st Century Integrated Digital Experience Act (IDEA)

    Improve the digital experience for government customers and reinforces existing requirements for Federal public websites. Modernize websites, digitize services and forms, accelerate use of e-signatures, improve CX, and use centralized shared services.
  • 4

    OMB Circular A-11, Section 280

    Provides more detailed guidance on implementing the CX EO and on CX management in the Federal context. Identifies High Impact Service Provider (HISP) programs and annual requirements as part of budget, learning, and strategic planning efforts.