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Contributes toImprove 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
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
Milestone35 of 35 HISPs shared their designated priority services on [performance.gov/cx](http://performance.gov/cx) ChangelogNovember 2022
|
 |
FY22 Q3 | HISPs |
| 23 of 35 HISPs currently collect customer feedback
PMA / Customer Experience / Strategy 1 / Milestone
Milestone23 of 35 HISPs currently collect customer feedback ChangelogNovember 2022
|
|
FY22 Q3 | HISPs |
| 10 newly designated HISPs to begin reporting customer feedback
PMA / Customer Experience / Strategy 1 / Milestone
Milestone10 newly designated HISPs to begin reporting customer feedback |
 |
FY23 Q1 | Newly designated HISPs |
| Shift to reporting feedback in the context of their designated services
PMA / Customer Experience / Strategy 1 / Milestone
MilestoneShift to reporting feedback in the context of their designated services |
|
FY23 Q1 | HISPs |
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.
| Milestone | Status | Timing | Owner |
|---|---|---|---|
| 35 of 35 High Impact Service Providers conducted their 2022 CX Capacity Assessment
PMA / Customer Experience / Strategy 1 / Milestone
Milestone35 of 35 High Impact Service Providers conducted their [2022 CX Capacity Assessment](https://www.performance.gov/cx/assets/files/2022%20CX%20Capacity%20Assessment.xlsx) ChangelogNovember 2022
|
|
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
Milestone35 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 ChangelogNovember 2022
|
|
FY22 Q3 | HISPs |
| Developed CX Action Plans
PMA / Customer Experience / Strategy 1 / Milestone
MilestoneDeveloped CX Action Plans ChangelogNovember 2022
|
|
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
Milestone35 of 35 High Impact Service Providers to share capacity update following 2023 Deep Dive on [performance.gov/cx](http://performance.gov/cx) |
|
FY22 Q3 | HISPs |
Leaders
Dustin Brown
TitleDeputy Assistant Director for Management
AgencyOffice of Management and Budget
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.
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:
Reporting on performance.gov/cx.
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.