PMA / Customer Experience / Strategy 1 / Join the Action

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Help answer high-impact research questions

Review critical Government-wide research questions – answers to these questions will help the Federal Government deliver more effective and equitable results

Improve the service design, digital products, and customer-experience management of Federal High Impact Service Providers by reducing customer burden, addressing inequities, and streamlining processes.

Designated a Cross-Agency Priority (CAP) Goal info icon

Goal 1.1

As of November 2022 – About this update info icon

By 2024, all High Impact Service Providers (HISPs) will publicly report trust, satisfaction, and other service performance data on performance.gov/cx for all of their designated high impact services.

Milestone Status Timing Owner
35 of 35 HISPs shared their designated priority services on performance.gov/cx
PMA / Customer Experience / Strategy 1 / Milestone

Milestone

35 of 35 HISPs shared their designated priority services on [performance.gov/cx](http://performance.gov/cx)

Changelog

November 2022
  • Milestone changed from Pending to Complete
completed icon FY22 Q3 HISPs
23 of 35 HISPs currently collect customer feedback
PMA / Customer Experience / Strategy 1 / Milestone

Milestone

23 of 35 HISPs currently collect customer feedback

Changelog

November 2022
  • Milestone changed from Pending to Complete
completed icon FY22 Q3 HISPs
10 newly designated HISPs to begin reporting customer feedback
PMA / Customer Experience / Strategy 1 / Milestone

Milestone

10 newly designated HISPs to begin reporting customer feedback

not completed icon FY23 Q1 Newly designated HISPs
Shift to reporting feedback in the context of their designated services
PMA / Customer Experience / Strategy 1 / Milestone

Milestone

Shift to reporting feedback in the context of their designated services

not completed icon FY23 Q1 HISPs

Goal 1.2

As of November 2022 – About this update info icon

By 2024, all HISPs will have the talent required to gather ongoing qualitative customer feedback, conduct user testing for all communications, digital products and other service components, and apply human-centered design research methods.

Milestone Status Timing Owner
35 of 35 High Impact Service Providers conducted their 2022 CX Capacity Assessment
PMA / Customer Experience / Strategy 1 / Milestone

Milestone

35 of 35 High Impact Service Providers conducted their [2022 CX Capacity Assessment](https://www.performance.gov/cx/assets/files/2022%20CX%20Capacity%20Assessment.xlsx)

Changelog

November 2022
  • Milestone changed from Pending to Complete
completed icon FY22 Q3 HISPs
35 of 35 High Impact Service Providers conducted an annual Deep Dive with OMB to identify priority areas of improvement to inform the FY24 budget process
PMA / Customer Experience / Strategy 1 / Milestone

Milestone

35 of 35 High Impact Service Providers conducted an annual Deep Dive with OMB to identify priority areas of improvement to inform the FY24 budget process

Changelog

November 2022
  • Milestone changed from Pending to Complete
completed icon FY22 Q3 HISPs
Developed CX Action Plans
PMA / Customer Experience / Strategy 1 / Milestone

Milestone

Developed CX Action Plans

Changelog

November 2022
  • Milestone changed from Pending to Complete
completed icon FY22 Q4 HISPs
35 of 35 High Impact Service Providers to share capacity update following 2023 Deep Dive on performance.gov/cx
PMA / Customer Experience / Strategy 1 / Milestone

Milestone

35 of 35 High Impact Service Providers to share capacity update following 2023 Deep Dive on [performance.gov/cx](http://performance.gov/cx)

not completed icon FY22 Q3 HISPs
PMA / Customer Experience / Strategy 1 / Leaders

Leaders

Dustin Brown

TitleDeputy Assistant Director for Management

AgencyOffice of Management and Budget

PMA / Customer Experience / Strategy 1 / Goals

Goals

Goal 1.1

By 2024, all HISPs will publicly report trust, satisfaction, and other service performance data on performance.gov/cx for all of their designated high impact services.

Goal 1.2

By 2024, all HISPs will have the talent required to gather ongoing qualitative customer feedback, conduct user testing for all communications, digital products and other service components, and apply human-centered design research methods.

PMA / Customer Experience / Strategy 1 / Success Metrics

Success Metrics

Goal 1.1: By 2024, all High Impact Service Providers (HISPs) will publicly report trust, satisfaction, and other service performance data on performance.gov/cx for all of their designated high impact services. Success metrics for Goal 1.1 include:

Goal 1.2: By 2024, all HISPs will have the talent required to gather ongoing qualitative customer feedback, conduct user testing for all communications, digital products and other service components, and apply human-centered design research methods. Success metrics for Goal 1.2 include:

  • Capacity measured in annual CX Capacity Assessment; by 2024 all HISPs will share their score in this area in their annual CX Action Plan.