From 921e34dfa24dd9fe6d95a5b2899f6fa18d7f1942 Mon Sep 17 00:00:00 2001 From: Makayla Hipke Date: Tue, 3 Dec 2024 11:24:36 -0500 Subject: [PATCH 1/8] CX policy summary content --- ...ustomer-experience-and-service-delivery.md | 122 ++++++++++++++++++ 1 file changed, 122 insertions(+) create mode 100644 content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md diff --git a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md new file mode 100644 index 0000000000..c2123fbaf3 --- /dev/null +++ b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md @@ -0,0 +1,122 @@ +--- +date: 2024-12-04 + +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." + +# See all authors at https://digital.gov/authors +authors: + - cathryn-camenzind + +# See all topics at https://digital.gov/topics +topics: + - customer-experience + - governance + - human-centered-design + - information-collection + - policy + - trust + +slug: requirements-for-transforming-federal-customer-experience-and-service-delivery +primary_image: + +# Controls how this page appears across the site +# 0 -- hidden +# 1 -- visible +# 2 -- highlighted +weight: 1 + +--- + +## Why is customer experience important? + +Digital programs deliver trusted services by putting their users first. + +Each 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. + +## What’s in the executive order? + +In 2021, the White House issued [Executive Order 14058: Transforming customer experience and service delivery to rebuild trust in government](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/) 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, [Putting the Public First: Improving Customer Experience and Service Delivery for the American People](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/). + +Executive Order 14058 requires all executive branch agencies to manage [customer experience](https://digital.gov/topics/customer-experience/) and improve service delivery using customer experience best practices and a [human-centered](https://digital.gov/guides/hcd/) 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: + +* Continually improve their understanding of their customers +* Reduce administrative hurdles and paperwork burdens to minimize “time taxes” +* Enhance transparency +* Create greater efficiencies across government +* Redesign and simplify compliance-oriented processes + +{{< ring title="Executive Order 14058">}} + +[Explore Executive Order 14058: Transforming customer experience and service delivery to rebuild trust in government](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/) + +{{< /ring >}} + +## What’s in OMB Circular A-11 Section 280? + +What’s in OMB Circular A-11 Section 280? +In 2023, the Office of Management and Budget (OMB) updated [OMB Circular A-11 Section 280: Managing Customer Experience and Service Delivery (PDF, 376 KB, 14 pages)](https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf). The circular provided guidance to help federal agencies implement leading practices in customer experience across the federal government and [deliver trusted digital services](https://digital.gov/topics/trust/) 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 [high-impact service providers](https://www.performance.gov/cx/hisps/) (HISPs) on delivering customer-facing services. + +This 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 [Paperwork Reduction Act](https://pra.digital.gov/), and additional detail on the collection of digital [analytics](https://digital.gov/topics/analytics/) data to augment transactional surveys. + +OMB’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.” + +{{< ring title="OMB Circular A-11">}} + +[Explore OMB Circular A-11 Section 280: Managing Customer Experience and Service Delivery (PDF, 376 KB, 14 pages)](https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf) + +{{< /ring >}} + +### How should agencies identify and deliver services? + +Agencies must identify paper-based or in-person government services for digitization in accordance with the [requirements for delivering a digital-first public experience](https://digital.gov/resources/delivering-digital-first-public-experience/). + +To 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 [OMB Memorandum M-23-22 MAX page](https://community-dc.max.gov/x/pwiFkQ) for updates about this requirement. + +Service 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. + +### How should agencies analyze digital services? + +OMB Circular A-11 requires agencies to gather and analyze customer experience data of their digital services, including the following, among others: + +* Using an agency's digital analytics (such as the [Digital Analytics Program (DAP)](https://digital.gov/guides/dap/)) +* Reviewing web analytics data, including clicks, pageviews, and other transactions +* Attaching timestamps to data points to trace a user's journey through time and analyze macro-level shifts in user behavior over longer time periods + +{{< note >}} + +Web teams can also consider speaking with actual users to optimize customer experience in digital services. + +Check out our [Human-Centered Design Guide](https://digital.gov/guides/hcd/) for more information on how to leverage user-centered thinking in digital services and throughout the federal government. + +{{< /note >}} + +### High-impact service providers + +OMB 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. + +Given 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. + +{{< note >}} + +When crafting the customer feedback surveys, high-impact service providers include three prompts: + +1. This [interaction / service] increased my trust in [provider]. +2. What about this interaction made the difference? **OR** What could have been better? +3. Anything else you want us to know about your experience? + +To learn more about the survey framework, including question wording and branching logic, check out pages 9-12 of OMB Circular A-11; Section 280.14 How should HISPs collect and submit "post-transaction" feedback data? +{{< /note >}} + +## Connect with others interested in transforming customer experience and service delivery + +Join the [User Experience Community of Practice](https://digital.gov/communities/user-experience/) to share and explore best practices for creating great user experiences in government. + +{{< note >}} + +Digital.gov provides information and resources for federal agencies related to web and digital policies. However, we cannot interpret the statutes or specific requirements. + +Contact OMB’s Office of the Federal CIO at [ofcio@omb.eop.gov](mailto:ofcio@omb.eop.gov) with any questions about interpretations of the law and guidance. + +{{< /note >}} \ No newline at end of file From ef1c908dc23c716c1c22f9973a802f84f61ffa48 Mon Sep 17 00:00:00 2001 From: Makayla Hipke Date: Tue, 3 Dec 2024 11:42:53 -0500 Subject: [PATCH 2/8] Updated formatting in HISP note --- ...ing-federal-customer-experience-and-service-delivery.md | 7 ++++--- 1 file changed, 4 insertions(+), 3 deletions(-) diff --git a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md index c2123fbaf3..f43852ce34 100644 --- a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md +++ b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md @@ -102,11 +102,12 @@ Given the significance of the services they provide and the requirements in Exec When crafting the customer feedback surveys, high-impact service providers include three prompts: -1. This [interaction / service] increased my trust in [provider]. + +1. This `[interaction / service]` increased my trust in `[provider]`. 2. What about this interaction made the difference? **OR** What could have been better? 3. Anything else you want us to know about your experience? -To learn more about the survey framework, including question wording and branching logic, check out pages 9-12 of OMB Circular A-11; Section 280.14 How should HISPs collect and submit "post-transaction" feedback data? +To learn more about the survey framework, including question wording and branching logic, check out pages 9-12 of [OMB Circular A-11 (PDF, 376 KB, 14 pages)](https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf); Section 280.14: "How should HISPs collect and submit 'post-transaction' feedback data?" {{< /note >}} ## Connect with others interested in transforming customer experience and service delivery @@ -119,4 +120,4 @@ Digital.gov provides information and resources for federal agencies related to w Contact OMB’s Office of the Federal CIO at [ofcio@omb.eop.gov](mailto:ofcio@omb.eop.gov) with any questions about interpretations of the law and guidance. -{{< /note >}} \ No newline at end of file +{{< /note >}} From ce96ba6ec4634469fcba55b9ca9e9adde48f888a Mon Sep 17 00:00:00 2001 From: Makayla Hipke Date: Tue, 3 Dec 2024 11:49:02 -0500 Subject: [PATCH 3/8] Swap numerical list for bullets --- ...ing-federal-customer-experience-and-service-delivery.md | 7 +++---- 1 file changed, 3 insertions(+), 4 deletions(-) diff --git a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md index f43852ce34..164173c918 100644 --- a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md +++ b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md @@ -102,10 +102,9 @@ Given the significance of the services they provide and the requirements in Exec When crafting the customer feedback surveys, high-impact service providers include three prompts: - -1. This `[interaction / service]` increased my trust in `[provider]`. -2. What about this interaction made the difference? **OR** What could have been better? -3. Anything else you want us to know about your experience? +* This [interaction / service] increased my trust in [provider]. +* What about this interaction made the difference? **OR** What could have been better? +* Anything else you want us to know about your experience? To learn more about the survey framework, including question wording and branching logic, check out pages 9-12 of [OMB Circular A-11 (PDF, 376 KB, 14 pages)](https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf); Section 280.14: "How should HISPs collect and submit 'post-transaction' feedback data?" {{< /note >}} From cb4539ea426d936e64b43f35366c092643257ed7 Mon Sep 17 00:00:00 2001 From: Toni Bonitto Date: Wed, 4 Dec 2024 10:03:53 -0500 Subject: [PATCH 4/8] Update requirements-for-transforming-federal-customer-experience-and-service-delivery.md Removed extra spaces & empty limes, used dashes instead of asterisks for bulleted lists --- ...ustomer-experience-and-service-delivery.md | 38 +++++++------------ 1 file changed, 13 insertions(+), 25 deletions(-) diff --git a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md index 164173c918..661b11b2ba 100644 --- a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md +++ b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md @@ -41,16 +41,14 @@ In 2021, the White House issued [Executive Order 14058: Transforming customer ex Executive Order 14058 requires all executive branch agencies to manage [customer experience](https://digital.gov/topics/customer-experience/) and improve service delivery using customer experience best practices and a [human-centered](https://digital.gov/guides/hcd/) 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: -* Continually improve their understanding of their customers -* Reduce administrative hurdles and paperwork burdens to minimize “time taxes” -* Enhance transparency -* Create greater efficiencies across government -* Redesign and simplify compliance-oriented processes +- Continually improve their understanding of their customers +- Reduce administrative hurdles and paperwork burdens to minimize “time taxes” +- Enhance transparency +- Create greater efficiencies across government +- Redesign and simplify compliance-oriented processes {{< ring title="Executive Order 14058">}} - [Explore Executive Order 14058: Transforming customer experience and service delivery to rebuild trust in government](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/) - {{< /ring >}} ## What’s in OMB Circular A-11 Section 280? @@ -63,14 +61,12 @@ This update simplified structures for transaction surveys and data collection, a OMB’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.” {{< ring title="OMB Circular A-11">}} - [Explore OMB Circular A-11 Section 280: Managing Customer Experience and Service Delivery (PDF, 376 KB, 14 pages)](https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf) - {{< /ring >}} ### How should agencies identify and deliver services? -Agencies must identify paper-based or in-person government services for digitization in accordance with the [requirements for delivering a digital-first public experience](https://digital.gov/resources/delivering-digital-first-public-experience/). +Agencies must identify paper-based or in-person government services for digitization in accordance with the [requirements for delivering a digital-first public experience](https://digital.gov/resources/delivering-digital-first-public-experience/). To 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 [OMB Memorandum M-23-22 MAX page](https://community-dc.max.gov/x/pwiFkQ) for updates about this requirement. @@ -84,12 +80,9 @@ OMB Circular A-11 requires agencies to gather and analyze customer experience da * Reviewing web analytics data, including clicks, pageviews, and other transactions * Attaching timestamps to data points to trace a user's journey through time and analyze macro-level shifts in user behavior over longer time periods -{{< note >}} - -Web teams can also consider speaking with actual users to optimize customer experience in digital services. +{{< note >}}Web teams can also consider speaking with actual users to optimize customer experience in digital services. Check out our [Human-Centered Design Guide](https://digital.gov/guides/hcd/) for more information on how to leverage user-centered thinking in digital services and throughout the federal government. - {{< /note >}} ### High-impact service providers @@ -98,25 +91,20 @@ OMB designates and maintains a list of high-impact service providers — federal Given 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. -{{< note >}} - -When crafting the customer feedback surveys, high-impact service providers include three prompts: +{{< note >}}When crafting the customer feedback surveys, high-impact service providers include three prompts: -* This [interaction / service] increased my trust in [provider]. -* What about this interaction made the difference? **OR** What could have been better? -* Anything else you want us to know about your experience? +- This [interaction / service] increased my trust in [provider]. +- What about this interaction made the difference? **OR** What could have been better? +- Anything else you want us to know about your experience? To learn more about the survey framework, including question wording and branching logic, check out pages 9-12 of [OMB Circular A-11 (PDF, 376 KB, 14 pages)](https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf); Section 280.14: "How should HISPs collect and submit 'post-transaction' feedback data?" {{< /note >}} ## Connect with others interested in transforming customer experience and service delivery -Join the [User Experience Community of Practice](https://digital.gov/communities/user-experience/) to share and explore best practices for creating great user experiences in government. +Join the [User Experience Community of Practice](https://digital.gov/communities/user-experience/) to share and explore best practices for creating great user experiences in government. -{{< note >}} - -Digital.gov provides information and resources for federal agencies related to web and digital policies. However, we cannot interpret the statutes or specific requirements. +{{< note >}}Digital.gov provides information and resources for federal agencies related to web and digital policies. However, we cannot interpret the statutes or specific requirements. Contact OMB’s Office of the Federal CIO at [ofcio@omb.eop.gov](mailto:ofcio@omb.eop.gov) with any questions about interpretations of the law and guidance. - {{< /note >}} From 780bad9378bc23a665a6254122ac508e4c699966 Mon Sep 17 00:00:00 2001 From: Toni Bonitto Date: Wed, 4 Dec 2024 10:10:13 -0500 Subject: [PATCH 5/8] Update requirements-for-transforming-federal-customer-experience-and-service-delivery.md From d6bdd6874d44aa7600d9f2a54d674ebf94e6c1ea Mon Sep 17 00:00:00 2001 From: Nick Lyons <104778659+nick-mon1@users.noreply.github.com> Date: Wed, 4 Dec 2024 11:00:10 -0500 Subject: [PATCH 6/8] Updated styles for bullet points in note component --- themes/digital.gov/src/scss/new/shortcodes/_note.scss | 7 ++----- 1 file changed, 2 insertions(+), 5 deletions(-) diff --git a/themes/digital.gov/src/scss/new/shortcodes/_note.scss b/themes/digital.gov/src/scss/new/shortcodes/_note.scss index 63f2fe6485..791c10f0fd 100644 --- a/themes/digital.gov/src/scss/new/shortcodes/_note.scss +++ b/themes/digital.gov/src/scss/new/shortcodes/_note.scss @@ -52,14 +52,11 @@ ol, ul { - margin-bottom: 0; - margin-top: 0; - padding-left: units(2.5); - li { - margin-bottom: units(2); + margin-bottom: units(0.5); } } + // For notes within list items li .note { @include u-padding-y("05"); From 994b6cc8099287c8a6989c9f347223a4c3d52129 Mon Sep 17 00:00:00 2001 From: Makayla Hipke Date: Wed, 4 Dec 2024 12:06:57 -0500 Subject: [PATCH 7/8] Add featured resource --- ...rming-federal-customer-experience-and-service-delivery.md | 5 +---- 1 file changed, 1 insertion(+), 4 deletions(-) diff --git a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md index 661b11b2ba..409c7e2c20 100644 --- a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md +++ b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md @@ -80,10 +80,7 @@ OMB Circular A-11 requires agencies to gather and analyze customer experience da * Reviewing web analytics data, including clicks, pageviews, and other transactions * Attaching timestamps to data points to trace a user's journey through time and analyze macro-level shifts in user behavior over longer time periods -{{< note >}}Web teams can also consider speaking with actual users to optimize customer experience in digital services. - -Check out our [Human-Centered Design Guide](https://digital.gov/guides/hcd/) for more information on how to leverage user-centered thinking in digital services and throughout the federal government. -{{< /note >}} +{{< featured-resource link="guides/hcd/" kicker="Human-centered design">}} ### High-impact service providers From f11371d45771f75c6cfbbbe25b5df3b821594939 Mon Sep 17 00:00:00 2001 From: Makayla Hipke Date: Wed, 4 Dec 2024 12:12:23 -0500 Subject: [PATCH 8/8] Update featured resource link --- ...sforming-federal-customer-experience-and-service-delivery.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md index 409c7e2c20..e54c30b2f7 100644 --- a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md +++ b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md @@ -80,7 +80,7 @@ OMB Circular A-11 requires agencies to gather and analyze customer experience da * Reviewing web analytics data, including clicks, pageviews, and other transactions * Attaching timestamps to data points to trace a user's journey through time and analyze macro-level shifts in user behavior over longer time periods -{{< featured-resource link="guides/hcd/" kicker="Human-centered design">}} +{{< featured-resource link="guides/hcd/introduction/" kicker="Get started">}} ### High-impact service providers