2020 Action Plan Overview for High Impact Service Providers

2020 Action Plan

Goal and Timeline Purpose HISP action planning is the activity of setting experience improvement priorities and preparing for annual budget, performance, strategic, and learning planning efforts. This priorities are based on what High Impact Service Providers learn form their annual capacity assessment exercise, and quantitative and qualitative feedback from their customers. What s New for 2020 Plans This Action Plan template aims to focus HISPs more on committing to initiatives that improve services directly and less on those that build internal capabilities. Dates Submission date for 2020 is EOD April 30th, 2020. The plan is meant to align to FY22 commitments, to align with the planning efforts your agency will begin in the summer of 2020. The final Action Plan is a public commitment, the process of developing it aims to involve stakeholders both across the agency and with their resource management and other offices at OMB. It is also a way to promote HISP progress and get feedback from the government-wide Customer Experience Initiative team working to build a 21st century framework for federal services delivery. 2

Instructions 1. Review your agency s 2019 action plan, 2020 capacity assessment, collected customer feedback and research, and service mapping worksheets from Dec. 2019 to begin to form priority areas for action. Consider which priorities could align to IDEA-Act digital services priority list, the next round of strategic planning for your agency, as well as your agency s first-ever Learning Agenda. Connect with your Performance Office, Chief Evaluation Officer, CIO, and others. 2. Begin completing slides 5-8. Each page builds upon the last, leading up to a description of the project that will seek to improve the service experience: Slide 5: (Optional) HISP overview / context for forthcoming action commitment Slide 6: Service definition Slide 7: Priority pain points Slide 8: Improvement projects and initiatives 3. Slide 9 is for sharing success stories (no matter how seemingly small!) and lessons learned from prior efforts to help us storytell the amazing work you are doing. 4. Other notes: Please duplicate a page as needed rather than shrink the font size. Reference the completed examples provided, e.g., OST Questions? Email ANGELO.FRIGO@GSA.GOV 3

Instructions First, an introduction to some terminology for defining Federal Services. Services respond to a customer life event and enable or complement offerings often through a process or workflow comprising multiple touchpoints with technology, objects, and people. Occasion High-Impact Service Offering or Objective (the why) A customer* situation and goal. Can be written as a story describing their intent or a life event. Include information on the scale of the demand or impact of the problem and characteristics of the person. * = customers are individuals or companies seeking to be served by your agency (verb) the process a customer goes through - and the sum of the help provided by an agency and it s partners throughout - to obtain or make use of the offering. (noun) Product, good, or value received / task completed, e.g., passport, flu shot, loan, tax payment, progress through a border checkpoint The service is made up of Channels (places) Where to access or interact with the service, e.g., communication letters, websites, contact centers Roles + Operations (people) Tasks to perform and who does do them, e.g., concierge, county office employee, auditor, chat bot Tools + Technologies (things) Foundational building blocks for delivering services, e.g., systems, tools, physical capital 4

Optional: provide an opening statement or context for readers. Add text here 5

Describe three services your high impact service provider delivers to the public in terms of the life events at which customers come to you, and the offering they are looking to connect to / achieve / task to accomplish. Rows need not match up 1:1. Occasion High-Impact Service Offering or Objective Add text here Add text here Add text here Add text here Add text here Add text here Add text here Add text here Add text here 6

For at least one of the services you identified on the previous page, describe the workflow steps most customers take, the work the agency does, and the pain points to improve in FY22. Steps 1: Add text here 2: Add text here 3: Add text here Add text here Add text here Add text here Customer Steps Name and describe the main steps that a person takes to use the service, left to right, start to finish. Add text here Add text here Service System Describe the channels, roles, and tools from your agency or partners. Add text here Add text here Add text here Pain Points Describe the highest priority problems to solve 7

Now, describe the project that will seek to improve a pain point identified on the previous slide. Copy this slide as needed for every action you plan to have taken by the end of FY22 (it may involve steps beginning now, in FY20, and throughout FY21). Purpose Approach Resources Why did your agency undertake this project? What does it hope to achieve, in specific performance indicators, if possible. Describe the timeline and work plan to achieve that purpose. If this is an ongoing initiative, describe your progress. Describe the stakeholders involved, financial and human capital dedicated to the work, and any partners contributing to the work. What is the problem? Add text here Process, methods, and expertise? Add text here Who is responsible? Add text here Timeline, stage gates and dates? Add text here Who is contributing to the project? Add text here Desired future state? Add text here Deliverables being produced? Add text here Optional: estimated budget allocated to the work? Add text here Any measurable indicators and targets? Add text here 8

Please tell us of at least one success story. It could be a heroic moment (when someone went above and beyond for a customer) or a more systemic change that was made in the past year. Service Improvement Capacity Building Who is the user and what was the problem? If you have baseline statistics, include (ex. 34% of users dropped off on this page, or call volume on this made up 20% of our calls) Add text here Was this a governance, measurement, organizational, customer understanding, service development, or service delivery capability? Add text here What was the new action taken capability and it s goal or purpose? Add text here What did you build / improve? What does it do for the public or how you deliver your mission? What was the resulting impact? (Include numbers whenever possible) Add text here What was the resulting impact? Include numbers whenever possible. Add text here Any lessons for other agencies emulating this work? Add text here Any lessons for other agencies emulating this work? Add text here Sum up what happened in two sentences. Add text here Can you sum up what happened in two sentences? Add text here Paste an image (or two) that corresponds with this story (employees being trained, new job description or posting, etc.) on the next slide. Paste an image (or two) that corresponds with this story (maybe a before/after, maybe a screenshot of a process diagram that was changed, people doing the work) on the next slide. 9

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