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Strategy 1

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Contributes toBiden-Harris President’s Management Agenda

Follow Progress

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 November 2024

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.

Check circle gold Completed this quarter

Goal 1.2

As of November 2024

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.

Check circle gold Completed this quarter

Broadening Public Participation and Community Engagement

Hearing from the public is critical to designing effective and responsive policies and programs. That’s why we’re developing government-wide guidance and tools to help Federal agencies engage with you and your communities in more meaningful ways. Share your feedback on draft materials by November 29.

Reducing Grant Reporting Burden for Tribal Nations

Read about how OMB and the Departments of Health and Human Services, Interior, and Treasury, collaborated with tribal members to address federal grant reporting challenges in our blog post.

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.

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.

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/
PMA / Customer Experience / Strategy 1 / Goals

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.

PMA / Customer Experience / Strategy 1 / Success Metrics

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:

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:

  • 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.

PMA / Customer Experience / Strategy 1 / Leaders

Leaders

Loren DeJonge Schulman

TitleAssociate Director, Performance and Personnel Management

AgencyOffice of Management and Budget

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