Informal MENA-OECD Expert Group event on Measuring Public Service Delivery (co-hosted by SIGMA). Presentation given by the USA.

1. OMB Federal Customer Experience
Office of Management and Budget
USA: Trust in High Impact Service
Providers
May 15, 2023

2. OMB Federal Customer Experience
Agenda
2
Time
Customer Experience and Trust in Federal Government 2 minutes
High Impact Service Providers 2 minutes
Measuring Trust 3 minutes
Demo of PMA Priority 2: Customer Experience 5 minutes

3. OMB Federal Customer Experience 3
Long time coming…
• Bush (I) Administration: Customer Service Week (1992)
• Clinton Administration: “Reinventing Government” (run by VP) had “Customer Service” as a
core pillar; Customer Service Standards EO (1993)
• Bush (II) Administration: Creation of “Office of Citizen Services and Communications (OCSC)”
(now FCSF) at GSA (2002)
• Obama Administration: Creation of PIF (2010), Streamlining Service Delivery EO (2011), PMA
CAP goal on Customer Service (2012), USDS (2014), Core Federal Services Council (2016)
• Trump Administration: CAP goal on Customer Experience (2018), A-11 Section 280 (2018), 25
High Impact Service Providers, Pilot Life Experiences (2018-2020)
• Biden Administration: 35 High Impact Service Providers, PMA Priority Area (1 of 3), Customer
Experience Executive Order (2021), A-11 Section 280 (2022), 5 Designated Life Experiences
(2022), CX Branch at OMB (2022)

4. 4
“We have to prove democracy still
works, that our government stillworks
and can deliver for our people.”
President Biden
April 28, 2021, in his first joint address to Congress

5. 5
When the American public interacts
with their government, they should
get a simple, seamless, and secure
customer experience that’s on par
with top consumer experiences

6. OMB Federal Customer Experience 6
What’s happening with trust?
On Forrester’s 2021 CX
Index, the Federal sector
gained 1.5 points in 2021,
the second year in a row of
improvement and the
highest average recorded
since the government was
put on the index in 2015.
Yet the Federal average is
10.7 points behind the
private sector. Over half
of the bottom 5% of
the entire US CX Index are
federal agencies.
Trust in government
is near all-time lows,
with only 20% of
U.S. adults
reporting that they
trust government
“most of the time” or
“just about always”

7. OMB Federal Customer Experience 7
Why does trust matter?

8. OMB Federal Customer Experience 8
Federal “Service Delivery”

9. OMB Federal Customer Experience 9
High Impact Service Providers

10. OMB Federal Customer Experience 10
OMB CircularA-11 Section 280
Office of Management and Budget
Circular A-11 Section 280
Conduct an annual self-assessment against CX maturity model
Collect customer feedback and submit quarterly for identified moments
that matter along designated service journeys to be shared on public-
facing dashboards
Develop action plans in line with annual agency strategy and
budget efforts to improve customer experience maturity and
measures
Designate at least two (2) services for focused assessment

11. OMB Federal Customer Experience 11
OMB CircularA-11 Section 280
Trust and Experience Drivers Driver Sub-Categories
Reliability + Consistency
Effectiveness / Value
My need was addressed / My issue was resolved. /
I found what I needed. / My question was answered.
Ease / Simplicity
It was easy to complete what I needed to do. /
It was easy to find what I needed.
Efficiency / Speed
It took a reasonable amount of time to do what I needed to do. /
I found what I needed on the site quickly.
Transparency
Equity / Transparency
I was treated fairly / I understand what was being asked of me
throughout the process.
Humanity
Employee Interaction / Warmth / Helpfulness / Competence
Employees I interacted with were helpful. / The Call Center
Representative was committed to solving my problem.
Satisfaction
Trust
Ex: Please rate your experience [5 star option].
I am satisfied with the service I received from [program/service name].
Ex. This interaction increased my trust in [Program/Service name]
I trust [Agency/Program/Service name] to fulfill our country’s commitment to [relevant population].

12. OMB Federal Customer Experience 12
Two Future Iterations: FSAand IRS

13. OMB Federal Customer Experience 13
Trust as Reported by HISPs for FY23 Q1-2
Staging Link for www.performance.gov/pma/cx/data/

14. 14
“It is the policy of the United States
that, in a Government of the people,
by the people, and for the people,
improving service delivery and
customer experience should be
fundamental priorities.”
Executive Order 14058
Signed December 13th, 2021

15. OMB Federal Customer Experience 15
Resources
Customer Experience homepage: https://performance.gov/cx
Cross-Agency Life Experience work: https://www.performance.gov/cx/projects/
Executive Order 13985 (Jan. 20, 2021)
OMB Circular A-11 Section 280 (August 2022)
President’s Management Agenda Vision (November 2021)
Executive Order 14058 (Dec. 13, 2021)