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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 the end of Fiscal Year 2024, all High Impact Service Providers (HISPs) will publicly report trust and service performance data on performance.gov/cx for all of their designated services.
Completed this quarter
Goal 1.2
By the end of Fiscal Year 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.
Completed this quarter
Join the action
Measuring What Matters: Trust In Government
Every interaction between the government and the public is an opportunity to build trust—and that’s why we measure it. To see how federal agencies measure up, visit the Trust in Major Government Service Providers dashboard today.
Simple, Seamless, and Secure Government Interactions
Explore the High Impact Service Provider (HISP) catalog to learn about each agency’s services and commitments to deliver for the American public.
Supporting Americans through Life Experiences
Discover initiatives designed to simplify and support Americans through crucial life events or transitions and foster more effective and responsive government services. https://www.performance.gov/cx/projects/
Simplifying Steps for Retirees
Read the Federal Decision Support Resource Guide designed by the Approaching Retirement Life Experience team to help older adults, caregivers, and front line staff make informed decisions about healthcare, finances, housing and food.
Providing Moms with Peer Support
Fifteen mothers created the future of maternal health. It started with a simple question: How can I help? Learn about the Alumni Peer Navigator model through our blog post.
Goals
Goal 1.1
By the end of Fiscal Year 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 the end of Fiscal Year 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 the end of Fiscal Year 2024, all High Impact Service Providers (HISPs) will publicly report trust and service performance data on performance.gov/cx for all of their designated services. Success metrics for Goal 1.1 include:
Reporting on performance.gov/cx.
Goal 1.2: By the end of Fiscal Year 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:
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Capacity measured in annual CX Capacity Assessment; scores across a number of capacity assessment measurements were shared in the CX Team’s 2023 Capacity Assessment Summary.
Leaders
Loren DeJonge Schulman
TitleAssociate Director, Performance and Personnel Management
AgencyOffice of Management and Budget
