CROSS AGENCY PRIORITY (CAP) GOAL CUSTOMER EXPERIENCE (CX) INTERAGENCY TEAM

The Customer Experience (CX) Cross Agency Priority (CAP) Goal team has been working tirelessly to transform the CX of citizens by improving the usability and reliability of our Federal Government. The cross-agency team has been focusing on:

• Identifying and improving the most critical digital services;

• Creating measurable improvements in customer satisfaction by using the principles and practices proven by leading private sector organizations;

• Increasing trust in the Federal Government by improving the experience citizens and businesses have with Federal services whether online, in-person, or via phone; and

• Leveraging technology to break down barriers and increase communication between Federal agencies and the citizens they serve.

Specific accomplishments include:

• Implementing the First-of-its-Kind Federal Customer Experience Guidance

• Establishing a set of government-wide CX metrics in alignment with leading practices from both the private and public sectors in an effort to develop comparable, government-wide scores that will enable cross-agency benchmarking (when relevant) and general indication of an agency’s customer’s overall satisfaction.

• Completing a Government-wide Customer Experience Journey Map Pilot to document the perspective of individuals navigating Federal services irrespective of how the government is organized to further identify some of the most critical bottlenecks and high-impact areas for improvement.

  • Completed journey map of a Service member/Veteran seeking employment crossing DOL, DOD, VA, OPM, and SBA programs; conducted primary research and interviews with more than 50 individuals, currently refining recommendations of priority areas for improvement initiatives

  • Documented and templatized cross-agency process including stakeholder engagement across agencies, OMB, private sector organizations, and customers themselves to replicate for other customer groups

  • Began to coordinate interagency involvement for a second customer segment

The CX CAP Goal team’s work serves to completely transform service to the citizens across the Federal government. Specific benefits include:

• Web-based forms created through user-centered design methods reduce the respondent burden while producing well-structured data to the agencies for ingestion. The U.S. Forms System creates a reusable open source code library for building complex web-based forms 8-10x faster than existing methods, using best practices in user experience and data collection and validation.

• Making data available publicly via dashboards will help citizens set expectations and hold government accountable for improvements.

• Fostering a cultural change amongst agency leadership and staff, demonstrating the value of improved customer experience, creating government-wide customer experience oversight and support, and issuing uniform guidance will help ensure consistent and sustained improvements in customer experience across government. Performing cross-agency journey mapping will allow critical bottlenecks to be recognized and remedied across Federal Government.

LAUREN ANCONA

USER FEEDBACK ANALYSIS, GSA

PHIL ASHLOCK

DIRECTOR OF DATA & ANALYTICS PORTFOLIO

TECHNOLOGY TRANSFORMATION SERVICE, GSA

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BORIS ARRATIA

SENIOR ADVISOR, OFFICE OF SHARE SOLUTIONS AND PERFORMANCE IMPROVEMENT, OFFICE OF GOVERNMENT-WIDE POLICY, GSA

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LEE BECKER

CHIEF OF STAFF,

VETERAN EXPERIENCE OFFICER, VA

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AMIRA BOLAND

CX DETAIL, OMB

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MARK BUSSOW

PERFORMANCE MANAGER, OMB

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JAMES BYRNE

GENERAL COUNSEL,

ACTING DEPUTY SECRETARY, VA

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MATT CUTTS

ADMINISTRATOR OF US DIGITAL SERVICE, USDS

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DR. LYNDA DAVISE

CHIEF VETERANS EXPERIENCE OFFICER, VA

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MARIA DAYTON

PRESIDENTIAL INNOVATION FELLOW,

OMB & GSA

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MICHELLE DORSEY

WHITE HOUSE LEADERSHIP FELLOW, 

PERFORMANCE TEAM

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MATT FORD

DEPUTY CHIEF CUSTOMER OFFICER, GSA

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BARBARA MORTON

DEPUTY VETERAN EXPERIENCE OFFICER, VA

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MAURA NEWELL

WHITE HOUSE PRESIDENTIAL

INNOVATION FELLOW, VEO, VA

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FATIMA M. NOOR

DIGITAL SERVICE EXPERT /

STRATEGY & OPERATIONS, USDS

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ANAHITA REILLY

CHIEF CUSTOMER OFFICER, GSA

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NATHAN SANFILIPPO

FORMER WHITE HOUSE LEADERSHIP FELLOW, OMB

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BRYAN SWANN

DEPUTY DIRECTOR, TREASURY

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CHARLES WORTHINGTON

CHIEF TECHNOLOGY OFFICER, VA