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We’re working to transform the way government serves the public

Despite some important strides to improve customer experience, many federal government services fail to meet the expectations of the public, creating unnecessary hassle and cost for citizens, businesses, and the government itself. 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.

13 Agencies

25 Services

High Impact Service Providers - Individual Profiles

Farm Service Agency, Department of Agriculture

NRCS of the Future

Natural Resources Conservation Service, Department of Agriculture


U.S. Patent and Trademark Office, Department of Commerce


U.S. Patent and Trademark Office, Department of Commerce

Financial Aid for Education Beyond High School

Federal Student Aid, Department of Education

Health Insurance Exchanges (Marketplace)

Centers for Medicare & Medicaid Services, Department of Health & Human Services


Centers for Medicare & Medicaid Services, Department of Health & Human Services

Airport Security Checkpoints

Transportation Security Administration, Department of Homeland Security

Traveler Communications Center for ESTA, EVUS, I-94, and TTP

Customs and Border Protection, Department of Homeland Security

USCIS Contact Center

U.S. Citizenship and Information Services, Department of Homeland Security


Federal Emergency Management Agency, Department of Homeland Security

Single Family Loans and Resource Center

Federal Housing Administration, Department of Housing and Urban Development

Trust Beneficiary Call Center

Bureau of Trust Funds Administration, Department of Interior

National Wildlife Refuge System

U.S. Fish and Wildlife Service, Department of Interior

Voluntary Protection Programs

Occupational Safety & Health Administration, Department of Labor

Division of Energy Employees Occupational Illness Compensation

Office of Worker Compensation Programs, Department of Labor

Passport Services

Bureau of Consular Affairs, Department of State

Taxpayer Services

Internal Revenue Service, Department of Treasury

Outpatient Services

Veterans Health Administration, Department of Veterans Affairs

Benefits Administration Call Centers

Veterans Benefits Administration, Department of Veterans Affairs


Federal Employment Services, Office of Personnel Management

Retirement Services

Office of Personnel Management

Field Operations

Small Business Administration

Online Services

Social Security Administration