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    "title" : "Requirements for transforming federal customer experience and service delivery |Digital.gov",
    "description": "Requirements for transforming federal customer experience and service delivery",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery/index.json","item" : [
    {"title" :"Requirements for transforming federal customer experience and service delivery","deck" : "Understand the policy framework: Executive Order 14058 and OMB Circular A-11 Section 280","summary" : "Learn how to strengthen customer experience and service delivery within your federal agency.","date" : "2024-12-04T00:00:00Z","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"cathryn-camenzind" : "Cathryn Camenzind"},"topics" : {
        
            "customer-experience" : "Customer experience",
            "governance" : "Governance",
            "human-centered-design" : "Human-centered design",
            "information-collection" : "Information collection",
            "public-policy" : "Public policy",
            "trust" : "Trust"
            },"branch" : "bc-archive-content-3",
      "filename" :"requirements-for-transforming-federal-customer-experience-and-service-delivery.md",
      
      "filepath" :"resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md","slug" : "requirements-for-transforming-federal-customer-experience-and-service-delivery","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery/","weight" : "1","content" :"\u003ch2 id=\"why-is-customer-experience-important\"\u003eWhy is customer experience important?\u003c/h2\u003e\n\u003cp\u003eDigital programs deliver trusted services by putting their users first.\u003c/p\u003e\n\u003cp\u003eEach year, the federal government provides information and services to more than 400 million individuals, families, businesses, and organizations. Understanding customer needs and implementing a customer experience strategy can increase the public’s trust in your program, agency, and the federal government.\u003c/p\u003e\n\u003ch2 id=\"whats-in-the-executive-order\"\u003eWhat’s in the executive order?\u003c/h2\u003e\n\u003cp\u003eIn 2021, the White House issued \u003ca href=\"https://www.whitehouse.gov/briefing-room/presidential-actions/2021/12/13/executive-order-on-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government/\"\u003eExecutive Order 14058: Transforming customer experience and service delivery to rebuild trust in government\u003c/a\u003e to recommit to being of the people, by the people, and for the people, and improving service delivery and customer experience as fundamental priorities. To learn more about the executive order, read the fact sheet, \u003ca href=\"https://www.whitehouse.gov/briefing-room/statements-releases/2021/12/13/fact-sheet-putting-the-public-first-improving-customer-experience-and-service-delivery-for-the-american-people/\"\u003ePutting the Public First: Improving Customer Experience and Service Delivery for the American People\u003c/a\u003e.\u003c/p\u003e\n\u003cp\u003eExecutive Order 14058 requires all executive branch agencies to manage \u003ca href=\"https://digital.gov/topics/customer-experience/\"\u003ecustomer experience\u003c/a\u003e and improve service delivery using customer experience best practices and a \u003ca href=\"https://digital.gov/guides/hcd/\"\u003ehuman-centered\u003c/a\u003e approach. Specifically, the executive order says the federal government must design and deliver services in a manner that people of all abilities can navigate. Agencies should:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eContinually improve their understanding of their customers\u003c/li\u003e\n\u003cli\u003eReduce administrative hurdles and paperwork burdens to minimize “time taxes”\u003c/li\u003e\n\u003cli\u003eEnhance transparency\u003c/li\u003e\n\u003cli\u003eCreate greater efficiencies across government\u003c/li\u003e\n\u003cli\u003eRedesign and simplify compliance-oriented processes\u003c/li\u003e\n\u003c/ul\u003e\n\n\n\n\n\n\n\u003carticle class=\"dg-ring\" aria-labelledby=\"e467e45d41b5b20572e3a36beefd8dbd\"\u003e\n  \u003ch2 id=\"e467e45d41b5b20572e3a36beefd8dbd\" class=\"dg-ring__title\"\u003eExecutive Order 14058\u003c/h2\u003e\n  \u003ca href=\"https://www.whitehouse.gov/briefing-room/presidential-actions/2021/12/13/executive-order-on-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government/\"\u003eExplore Executive Order 14058: Transforming customer experience and service delivery to rebuild trust in government\u003c/a\u003e\n\u003c/article\u003e\n\n\u003ch2 id=\"whats-in-omb-circular-a-11-section-280\"\u003eWhat’s in OMB Circular A-11 Section 280?\u003c/h2\u003e\n\u003cp\u003eIn 2023, the Office of Management and Budget (OMB) updated \u003ca href=\"https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf\"\u003eOMB Circular A-11 Section 280: Managing Customer Experience and Service Delivery (PDF, 376 KB, 14 pages)\u003c/a\u003e. The circular provided guidance to help federal agencies implement leading practices in customer experience across the federal government and \u003ca href=\"https://digital.gov/topics/trust/\"\u003edeliver trusted digital services\u003c/a\u003e that meet customer expectations. It also provided recommendations on how to manage and plan customer experience initiatives, strategies for measuring the performance of federal services, and guidance for \u003ca href=\"https://www.performance.gov/cx/hisps/\"\u003ehigh-impact service providers\u003c/a\u003e (HISPs) on delivering customer-facing services.\u003c/p\u003e\n\u003cp\u003eThis update simplified structures for transaction surveys and data collection, and outlined leading practices for effective management of customer experience. It also identified connections between customer research efforts and the \u003ca href=\"https://pra.digital.gov/\"\u003ePaperwork Reduction Act\u003c/a\u003e, and additional detail on the collection of digital \u003ca href=\"https://digital.gov/topics/analytics/\"\u003eanalytics\u003c/a\u003e data to augment transactional surveys.\u003c/p\u003e\n\u003cp\u003eOMB’s policy guidance in OMB Circular A-11 Section 280: Managing Customer Experience and Improving Service Delivery says, “All agencies should apply the guidance provided in this section for annual customer experience management and planning, as well as the design of feedback surveys and measurement strategies for the performance of [f]ederal services.”\u003c/p\u003e\n\n\n\n\n\n\n\u003carticle class=\"dg-ring\" aria-labelledby=\"4be3879ef0b3f16d78125f3072d452eb\"\u003e\n  \u003ch2 id=\"4be3879ef0b3f16d78125f3072d452eb\" class=\"dg-ring__title\"\u003eOMB Circular A-11\u003c/h2\u003e\n  \u003ca href=\"https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf\"\u003eExplore OMB Circular A-11 Section 280: Managing Customer Experience and Service Delivery (PDF, 376 KB, 14 pages)\u003c/a\u003e\n\u003c/article\u003e\n\n\u003ch3 id=\"how-should-agencies-identify-and-deliver-services\"\u003eHow should agencies identify and deliver services?\u003c/h3\u003e\n\u003cp\u003eAgencies must identify paper-based or in-person government services for digitization in accordance with the \u003ca href=\"https://digital.gov/resources/delivering-digital-first-public-experience/\"\u003erequirements for delivering a digital-first public experience\u003c/a\u003e.\u003c/p\u003e\n\u003cp\u003eTo fulfill this requirement, agencies will be required to provide information about public-facing services to the Federal Services Index, which is currently under development. OMB, in coordination with GSA, will release additional instructions for agencies about this requirement. Agencies should refer to the \u003ca href=\"https://community-dc.max.gov/x/pwiFkQ\"\u003eOMB Memorandum M-23-22 MAX page\u003c/a\u003e for updates about this requirement.\u003c/p\u003e\n\u003cp\u003eService delivery through multiple channels increases access and participation, ensuring that government services are available to all — including those who need them the most, such as underserved communities. Agencies are encouraged to leverage a multi-channel approach — when appropriate, feasible, and supported by customer research.\u003c/p\u003e\n\u003ch3 id=\"how-should-agencies-analyze-digital-services\"\u003eHow should agencies analyze digital services?\u003c/h3\u003e\n\u003cp\u003eOMB Circular A-11 requires agencies to gather and analyze customer experience data of their digital services, including the following, among others:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eUsing an agency\u0026rsquo;s digital analytics (such as the \u003ca href=\"https://digital.gov/guides/dap/\"\u003eDigital Analytics Program (DAP)\u003c/a\u003e)\u003c/li\u003e\n\u003cli\u003eReviewing web analytics data, including clicks, pageviews, and other transactions\u003c/li\u003e\n\u003cli\u003eAttaching timestamps to data points to trace a user\u0026rsquo;s journey through time and analyze macro-level shifts in user behavior over longer time periods\u003c/li\u003e\n\u003c/ul\u003e\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n  \n  \n  \n  \n  \n\n  \n  \n    \n  \n\n\n\n  \n\u003cdiv class=\"dg-featured-resource\"\u003e\n    \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/guides/hcd/introduction/\" class=\"dg-featured-resource__body\"\u003e\n      \u003cdiv class=\"dg-featured-resource__text\"\u003e\n        \u003cp class=\"dg-featured-resource__kicker\"\u003eGet started\u003c/p\u003e\n        \n          \u003ch2 class=\"dg-featured-resource__text-title\"\u003eIntroduction to human-centered design\u003c/h2\u003e\n        \n        \n          \u003cp class=\"dg-featured-resource__text-description\"\u003eEverything you need to know to get started with our human-centered design series\u003c/p\u003e\n        \n      \u003c/div\u003e\n      \n        \u003cdiv class=\"dg-featured-resource__image\"\u003e\n\n\u003c/div\u003e\n      \n    \u003c/a\u003e\n  \u003c/div\u003e\n\u003ch3 id=\"high-impact-service-providers\"\u003eHigh-impact service providers\u003c/h3\u003e\n\u003cp\u003eOMB designates and maintains a list of high-impact service providers — federal entities that provide or fund high-impact customer-facing services, either due to a large customer base or a high impact on those served by the program.\u003c/p\u003e\n\u003cp\u003eGiven the significance of the services they provide and the requirements in Executive Order 14058, high-impact service providers take steps to manage customer experience. For example, they must implement at least one customer feedback survey for each of their current designated services to understand the perception of customers and their interaction with federal services.\u003c/p\u003e\n\n\n\n\u003carticle\n  class=\"dg-note \"\n\u003e\n  \u003ch4 class=\"dg-note__heading\"\u003e\n    \u003csvg\n      class=\"dg-note__icon usa-icon dg-icon dg-icon--large\"\n      aria-hidden=\"true\"\n      focusable=\"false\"\n    \u003e\n      \u003cuse xlink:href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/uswds/img/sprite.svg#notifications\"\u003e\u003c/use\u003e\n    \u003c/svg\u003e\n    \n      Note\n    \n  \u003c/h4\u003e\n  \u003cp\u003eWhen crafting the customer feedback surveys, high-impact service providers include three prompts:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eThis [interaction / service] increased my trust in [provider].\u003c/li\u003e\n\u003cli\u003eWhat about this interaction made the difference? \u003cstrong\u003eOR\u003c/strong\u003e What could have been better?\u003c/li\u003e\n\u003cli\u003eAnything else you want us to know about your experience?\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eTo learn more about the survey framework, including question wording and branching logic, check out pages 9-12 of \u003ca href=\"https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf\"\u003eOMB Circular A-11 (PDF, 376 KB, 14 pages)\u003c/a\u003e; Section 280.14: \u0026ldquo;How should HISPs collect and submit \u0026lsquo;post-transaction\u0026rsquo; feedback data?\u0026rdquo;\u003c/p\u003e\n\n\u003c/article\u003e\n\n\u003ch2 id=\"connect-with-others-interested-in-transforming-customer-experience-and-service-delivery\"\u003eConnect with others interested in transforming customer experience and service delivery\u003c/h2\u003e\n\u003cp\u003eJoin the \u003ca href=\"https://digital.gov/communities/user-experience/\"\u003eUser Experience Community of Practice\u003c/a\u003e to share and explore best practices for creating great user experiences in government.\u003c/p\u003e\n\n\n\n\u003carticle\n  class=\"dg-note \"\n\u003e\n  \u003ch4 class=\"dg-note__heading\"\u003e\n    \u003csvg\n      class=\"dg-note__icon usa-icon dg-icon dg-icon--large\"\n      aria-hidden=\"true\"\n      focusable=\"false\"\n    \u003e\n      \u003cuse xlink:href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/uswds/img/sprite.svg#notifications\"\u003e\u003c/use\u003e\n    \u003c/svg\u003e\n    \n      Note\n    \n  \u003c/h4\u003e\n  \u003cp\u003eDigital.gov provides information and resources for federal agencies related to web and digital policies. However, we cannot interpret the statutes or specific requirements.\u003c/p\u003e\n\u003cp\u003eContact OMB’s Office of the Federal CIO at \u003ca href=\"mailto:ofcio@omb.eop.gov\"\u003eofcio@omb.eop.gov\u003c/a\u003e with any questions about interpretations of the law and guidance.\u003c/p\u003e\n\n\u003c/article\u003e\n\n"}
  ]
}