High Impact Service Providers

We’re working with 38 of the nation’s highest impact service providers to raise
the standard of government service delivery

High Impact Service Providers (HISPs) are selected due to the scale and critical nature of their public-facing services. Annually, HISP teams conduct comprehensive assessments of their high-impact services, measure their customer experience maturity, and identify actions to improve service delivery.

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Agencies

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New Service

Bureau of Consular Affairs

Department of State

Applying for a U.S. Passport

Accessing international travel information services (via travel.state.gov)
No Data

Bureau of Indian Affairs

Department of the Interior

Accessing a probate order

Receiving trust assets
Reporting Data

Bureau of Trust Funds Administration

Department of the Interior

Managing Individual Indian Monies (IIM) accounts

Accessing beneficiary services
Reporting Data

Centers for Medicare & Medicaid Services

Department of Health & Human Services

Getting started with Medicare

Understanding eligibility results and next steps after the application

Checking eligibility and applying for Medicaid
No Data

Community Development Financial Institutions (CDFI) Fund

Department of the Treasury

Accessing capital and financial products to serve communities in need
New Service

Customs and Border Protection

Department of Homeland Security

Enabling trusted travelers to enter the country quickly with Global Entry (GE)

Improving import-related data sharing and transfers through CBP’s Automated Commercial Environment (ACE)
New HISP

Defense Counterintelligence and Security Agency

Department of Defense

DCSA is a newly-designated HISP for FY24; information on selected designated service(s) will be updated later in the FY.
No Data

Departmental Offices

Department of the Treasury

Accessing Federal benefit payments electronically
No Data

Employee Benefits Security Administration

Department of Labor

Using website resources to maximize retirement and health benefits

Using website resources to assist organizations with compliance
Reporting Data

Employment and Training Administration

Department of Labor

Searching for careers, training, and workforce services using CareerOneStop

Using CareerOneStop APIs to integrate into web content
No Data

Farm Service Agency

Department of Agriculture

Applying for direct and guaranteed real estate and operating loans to start, maintain, and expand a family farm
Reporting Data

Federal Emergency Management Agency

Department of Homeland Security

Applying for and receiving disaster assistance

Filing a claim under the National Flood Insurance Program
Reporting Data

Federal Employment Services

Office of Personnel Management

Applying to Federal job opportunities

Seeking assistance with the Federal job application process from the USAJOBS help desk
Reporting Data

Federal Student Aid

Department of Education

Applying for Federal student aid

Applying for Public Service Loan Forgiveness (PSLF)

Applying for Saving on a Valuable Education (SAVE)
Reporting Data

Fish and Wildlife Service

Department of the Interior

Planning a trip to a national wildlife refuge or public fish hatchery using fws.gov
No Data

Food and Nutrition Service

Department of Agriculture

Using WIC food benefits
No Data

Forest Service

Department of Agriculture

Getting a recreation special use permit
Reporting Data

Housing and Urban Development

Department of Housing and Urban Development

Seeking information about Federal Housing Administration (FHA) loan programs and loss mitigation services

Filing a housing discrimination complaint
New HISP

Indian Health Service

Department of Health & Human Services

IHS is a newly-designated HISP for FY24; information on selected designated service(s) will be updated later in the FY.
Reporting Data

Internal Revenue Service

Department of the Treasury

Filing an individual tax return

Managing an individual online account
New HISP

International Trade Administration

Department of Commerce

ITA is a newly-designated HISP for FY24; information on selected designated service(s) will be updated later in the FY.
Reporting Data

National Park Service

Department of the Interior

Planning trips and exploring National Parks using the NPS Digital Experience

Discovering and applying to volunteer service opportunities on Volunteer.gov
No Data

Natural Resources Conservation Service

Department of Agriculture

Applying for the Environmental Quality Incentives Program (EQIP)
Reporting Data

Occupational Safety and Health Administration

Department of Labor

Applying for Voluntary Protection Programs recognition for exemplary safety systems

Seeking reapproval for maintaining Voluntary Protection Programs-level safety systems
Reporting Data

Office of Workers' Compensation Programs

Department of Labor

Applying for compensation benefits under EEOICPA

Applying for medical benefits related to accepted conditions under EEOICPA

Filing a workers’ compensation claim under the Federal Employees Compensation Act (FECA)
Reporting Data

Public Experience Portfolio

General Services Administration

Finding government information quickly (in English and Spanish)

Determining eligibility and referrals
Reporting Data

Recreation.gov

Department of Agriculture

Reserving a campsite on Recreation.gov

Entering a lottery for a high-demand activity
Reporting Data

Retirement Services

Office of Personnel Management

Applying for Federal civilian retirement

Managing a Federal annuitant retirement account
Reporting Data

Rural Development

Department of Agriculture

Filing an application under the OneRD Guarantee Loan Initiative

Receiving technical assistance for broadband deployment
New Service

Small Business Administration

Small Business Administration

Applying for a Small Business Administration disaster loan

Applying for a Federal small business contracting certification
Reporting Data

Social Security Administration

Social Security Administration

Applying for a replacement Social Security card

Filing for Social Security retirement benefits

Obtaining adult disability benefits
Reporting Data

Transportation Security Administration

Department of Homeland Security

Completing TSA passenger screening

Getting help from TSA
Reporting Data

U.S. Agency for International Development

United States Agency for International Development

Improving the partner experience for business and industry (i.e., the private sector)

Simplifying the USAID partnership process
Reporting Data

U.S. Citizenship and Immigration Services

Department of Homeland Security

Increase naturalization for eligible legal permanent residents

Enable increased self-service through an expansion of digital customer service tools
New Survey

United States Census Bureau

Department of Commerce

Responding to a Census Bureau administered survey

Obtaining Census Bureau statistics online
New Survey

United States Patent and Trademark Office

Department of Commerce

Applying for a patent

Applying to register a trademark
Reporting Data

Veterans Benefits Administration

Department of Veterans Affairs

Accessing VBA education benefits

Using the VBA decision review process

Accessing VBA Disability Compensation benefits
Reporting Data

Veterans Health Administration

Department of Veterans Affairs

Utilizing in-person primary care

Utilizing inpatient medical/acute care