Strategy 1


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

Goal 1.1

As of May 2023

By 2024, all High Impact Service Providers (HISPs) will publicly report trust and service performance data on for all of their designated services.

Goal 1.2

As of May 2023

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.