The Office of Management (OMB) reported solid progress for the third quarter of Fiscal Year 2022 (ended June 30) on goals for advancing the customer experience imperatives in the Biden Harris administration’s President’s Management Agenda released in November 2021.
Topping the list of FY2022 third quarter accomplishments for work on the PMA’s customer experience priority are: assessments of 35 Federal agencies and components deemed to be High Impact Service Providers (HISP); the launch of human-centered design research around designated “life experience” goals previously set forth by the administration; and additional investments in Federal websites including login.gov.
OMB reported third-quarter progress in several customer experience strategies:
Improving service design, digital projects, and customer experience management of HISPs:
- All 35 HISPs conducted their 2022 CX Capacity Assessments;
- All 35 HISPs conducted an annual “deep dive” with OMB to identify priority areas of improvement to inform the FY2024 budget process;
- HISPs were developing draft CX action plans in FY2022 third quarter;
- Final action plans are expected in the fourth quarter of FY2022 ending September 30.
Designing, building, and managing government service delivery for key life experiences that cut across Federal agencies:
- The President’s Management Council (PMC) designated five life experiences to prioritize for government-wide action;
- OMB and PMC released project charters for those five life experiences;
- OMB and PMC launched discovery sprints for those life experiences including first-person human-centered design research with members of the public;
- OMB and PMC submitted six-month updates on the status of the sprints;
- In the first quarter of FY2023, life experiences teams will recommend improvements to address “customer pain points”; and
- In the second quarter of FY2023, OMB and PMC will share selected projects for implementation, and report on progress.
Identify and prioritize development of Federal shared services, standards, and products to enable seamless customer experiences across HISPs:
- American Rescue Plan Act funds have been allocated through the Federal Citizen Services Fund to position USA.gov as the Federal digital front door;
- By the third and fourth quarters of FY2022, the General Services Administration (GSA) is due to develop individual roadmaps for shared products and services in order to track progress and measure delivery outcomes;
- In the same time frame, OMB and GSA will engage HISPs and life experience teams to identify opportunities for new shared products and services that support cross-agency delivery.