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❮   CAP Goal Overview

CAP Goal IconImproving Customer Experience with Federal Services

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Download the latest Action Plan and Progress Update

Federal customers deserve an experience that compares to—or exceeds—that of leading private sector organizations. President's Management Agenda
Photo of James Byrne

Goal Leader:
James Byrne

Acting Deputy Secretary, Department of Veterans Affairs

Goal Leader:
Matt Cutts

Acting Administrator, U.S. Digital Service

Photo of Dustin Brown

Goal Leader:
Dustin Brown

Deputy Assistant Director for Management, Office of Management and Budget

Download the latest Action Plan and Progress Update


❝Federal customers deserve an experience that compares to—or exceeds—that of leading private sector organizations.❞

  • This goal will:
    • Transform the customer experience by improving the usability and reliability of our Federal Government’s most critical digital services;
    • Create measurable improvements in customer satisfaction by using the principles and practices proven by leading private sector organizations;
    • Increase trust in the Federal Government by improving the experience citizens and businesses have with Federal services whether online, in-person, or via phone;
    • Leverage technology to break down barriers and increase communication between Federal agencies and the citizens they serve.
  • Whether seeking a loan, Social Security benefits, veterans benefits, or other services provided by the Federal Government, individuals and businesses expect Government customer services to be efficient and intuitive, just like services from leading private-sector organizations. Yet the 2016 American Consumer Satisfaction Index and the 2017 Forrester Federal Customer Experience Index show that, on average, Government services lag nine percentage points behind the private sector.
  • A modern, streamlined and responsive customer experience means: raising government-wide customer experience to the average of the private sector service industry, as measured by external organizations; developing indicators for high-impact Federal programs to monitor progress towards excellent customer experience and mature digital services; providing the structure and resources to ensure customer experience is a focal point for agency leadership; and examples of programs where improved customer service will impact millions of Americans include Federal Student Aid, Airport Security Screening, National Parks, Veterans Health Care, Passport Services, Emergency and Disaster Relief, and Medicare.


June 20, 2019

Improving the Customer Experience Government-wide

Challenges and opportunities to improving cx in our largest citizen facing programs

June 20, 2019

Summer Updates Show Progress on Cross-Agency and Agency Priority Goals

Today, teams tasked with implementing the Federal government’s high-priority initiatives released their June 2019 progress updates for both Cross-Agency Priority (CAP) Goals and Agency Priority Goals (APGs).