PMA / Customer Experience / Strategy 3 / 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

Identify and prioritize the development of Federal shared products, services, and standards that enable simple, seamless, and secure customer experiences across High Impact Service Providers.

Goal 3.1

As of November 2022 – About this update info icon

Create modular, common building blocks to support Government digital services, including public-facing systems, to reduce the delay between identifying the public need and meeting that need at the expected delivery satisfaction level, as one of the major drivers of good customer experience with digital services is the ability to build and update those digital services quickly to meet the speed of need and customer expectations.

Milestone Status Timing Owner
Allocated American Rescue Plan funds through Federal Citizen Services Fund to position USA.gov as the digital Federal front door Notes
PMA / Customer Experience / Strategy 3 / Milestone

Milestone

Allocated American Rescue Plan funds through Federal Citizen Services Fund to position USA.gov as the digital Federal front door

Notes

Changelog

  • Milestone changed from Pending to Complete
completed icon FY22 Q3 GSA
Announced that the Technology Modernization Fund will designate $100 million through the Technology Modernization Fund to improve customer experience with the Federal Government Notes
PMA / Customer Experience / Strategy 3 / Milestone

Milestone

Announced that the Technology Modernization Fund will designate $100 million through the Technology Modernization Fund to improve customer experience with the Federal Government

Notes

Changelog

  • Milestone changed from Pending to Complete
completed icon FY22 Q3 OMB & GSA
Developed a roadmap for a redesigned USA.gov website that aims to serve as a centralized, digital Federal “front door” and a report for prioritized common services and standards, platforms, and digital products
PMA / Customer Experience / Strategy 3 / Milestone

Milestone

Developed a roadmap for a redesigned USA.gov website that aims to serve as a centralized, digital Federal “front door” and a report for prioritized common services and standards, platforms, and digital products

Changelog

  • Milestone changed from Pending to Complete
completed icon FY22 Q3 - Q4 GSA
Develop individual roadmaps for shared digital products, services, platforms, and standards in order to track progress and measure delivery outcomes Notes
PMA / Customer Experience / Strategy 3 / Milestone

Milestone

Develop individual roadmaps for shared digital products, services, platforms, and standards in order to track progress and measure delivery outcomes

Notes

  • Changed timing from FY22 Q2-Q4 to FY22 Q3 - FY23 Q2.

not completed icon FY22 Q3 – FY23 Q2 GSA
Engage High Impact Service Providers (HISPs) and Life Experiences teams to identify opportunities for new shared products and services that support cross-agency delivery Notes
PMA / Customer Experience / Strategy 3 / Milestone

Milestone

Engage High Impact Service Providers (HISPs) and Life Experiences teams to identify opportunities for new shared products and services that support cross-agency delivery

Notes

  • Changed timing from FY22 Q3-Q4 to FY22 Q3-FY23 Q1 to accommodate the completion of Life Experiences Discovery Sprints.

not completed icon FY22 Q3 - FY23 Q1 OMB & GSA
PMA / Customer Experience / Strategy 3 / Leaders

Leaders

Sonny Hashmi

TitleCommissioner, Federal Acquisition Service

AgencyGeneral Services Administration

PMA / Customer Experience / Strategy 3 / Goals

Goals

Goal 3.1

Create modular, common building blocks to support Government digital services, including public-facing systems, to reduce the delay between identifying the public need and meeting that need at the expected delivery satisfaction level, as one of the major drivers of good customer experience with digital services is the ability to build and update those digital services quickly to meet the speed of need and customer expectation.

PMA / Customer Experience / Strategy 3 / Success Metrics

Success Metrics

Goal 3.1: Create modular, common building blocks to support Government digital services, including public-facing systems, to reduce the delay between identifying the public need and meeting that need at the expected delivery satisfaction level, as one of the major drivers of good customer experience with digital services is the ability to build and update those digital services quickly to meet the speed of need and customer expectation. Success metrics for Goal 3.1 include:

  • Adoption of modular, common building blocks for digital services, including public-facing systems, across Government, which may take the form of digital infrastructure, products, services, or channels, and which may be implemented singly or in combination.