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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
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.
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.
Join the action
Participate
Your voice matters! Share ideas to help federal agencies more broadly and meaningfully engage with you and your communities at Performance.gov/participation/. Feedback window is open through May 17th, 2024.
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/
Simplified Steps
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.
Best Practices
Read the Facing a Financial Shock Life Experience team’s new CX Best Practices resource on “Improving Access to Public Benefits and Customer Experience” to learn about a variety of strategies to improve benefits access.
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