Delivering Excellent, Equitable, and Secure Federal Services and Customer Experience

Overview

Priority Area Leaders

Dr. Jewel Bronaugh

TitleDeputy Secretary

AgencyU.S. Department of Agriculture

Robin Carnahan

TitleAdministrator

AgencyGeneral Services Administration

Donald Remy

TitleDeputy Secretary

AgencyU.S. Department of Veterans Affairs

Summary of Progress

  • November 2022

    The Customer Experience Priority Area has made progress translating the President’s historic Executive Order 14058 on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government into action. In addition to individual agencies acting to improve their customer experience, the five priority Life Experiences projects announced this spring are developing opportunity areas for agency and Government-wide action based on their discovery sprints. The Office of Management and Budget (OMB) and General Services Administration also recently announced that the Technology Modernization Fund will allocate $100 million to improve customer experiences with the Federal Government. Finally, the 35 Federal High Impact Service Providers (HISPs) continue to make progress promoting ongoing accountability for Federal service delivery. See additional details and updates on progress on the CX Blog.

  • July 2022

    The Customer Experience Priority Area has made progress in each of the three strategies aiming to collectively transform Federal benefits, services, and programs through improved service delivery and customer experience. Further, since President Biden signed Executive Order 14058, the OMB Customer Experience (CX) Team has provided quarterly updates on progress on the CX Blog.

Challenge

Federal services have not always been designed with the public’s needs and priorities in mind, nor have these services always kept up with these needs. Poorly designed, out of date, and inequitable Government services are a cost to our Nation; it can mean that Veterans don’t get benefits they have earned, small business owners can’t access financing to grow their businesses, new mothers and infants lack critical nutrition supports, and disaster survivors face mountains of paperwork to rebuild their homes.

Opportunity

The Federal Government must deliver a simple, seamless, and secure customer experience, on par with or more effective than leading consumer experiences. Irrespective of people’s age, location, digital savvy, disability, education, or English proficiency, the American people deserve a Government that understands who they are, what they need, and how best to deliver for them. Every interaction between the Government and the public is an opportunity to deliver the services people expect and deserve. Whether during a pivotal life experience such as retiring, or a routine interaction to renew a passport, the Government must build our understanding of our customers and involve them – the people we serve – to improve benefits, services, and programs and enable us to deliver for all Americans.

We can get there by using technology to power outstanding experiences; engaging with private-sector and nonprofit organizations; partnering with State, local, Tribal, and territorial governments; collaborating with other partners to reduce administrative burden of interaction with the Federal Government, simplifying both public-facing and internal processes to improve efficiency, and empowering the Federal workforce, including through various diversity, equity, inclusion, and accessibility initiatives, so that they can best deliver for the American people. Understanding our customers’ needs through gathering feedback, conducting research, sharing insights, and testing new approaches will ensure we are designing with our customers in mind every step of the way and enable us to deliver for all.

Strategies

Highlights

A curated view of progress happening across this priority area
PMA / Customer Experience / Success Metrics

Success Metrics

Increasing experience quality to be on par with the best consumer experiences, or other appropriate comparison

  • Target: Move from last into top 10 on Forrester industry ranking.*

*The Forrester Customer Experience Index (2021) rates industries’ customer experiences on a scale of 1 to 100, using results from a nationally representative survey.

Reducing burden for Government's customers

  • Measurement: Focus on designated High Impact Service Providers (HISP) services (near term).
  • Measurement: Focus on designated cross-agency life experiences (long term).
  • Target: Establish Government-wide Service Level Agreement targets for customer contact centers (forthcoming).

Improving trust in Government

  • Target: Achieve 75 percent or higher post-transaction trust in High Impact Service Providers.
PMA / Customer Experience / Leaders

Leaders

Dustin Brown

TitleDeputy Assistant Director for Management

AgencyOffice of Management and Budget

StrategyImprove the service design, digital products, and customer-experience...

Sonny Hashmi

TitleCommissioner, Federal Acquisition Service

AgencyGeneral Services Administration

StrategyIdentify and prioritize the development of Federal shared...

The President’s Management Council is responsible for forming interagency teams to tackle cross-agency life experiences, pursuant to E.O. 14058, Transforming Federal Customer Experience and Service Delivery To Rebuild Trust in Government, of December 13, 2021

StrategyDesign, build, and manage Government service delivery for...