Federal Customer Experience Action Plan Snapshot for Service Improvement
This snapshot provides a glimpse into the OMB Federal Customer Experience Action Plan for Spring 2023-June 2023, focusing on service designation updates, service improvement actions, capacity building endeavors, and proposed priorities development for FY25. It outlines proposed updates, service enhancements, and organizational capacity building efforts aimed at enhancing customer experiences.
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Presentation Transcript
HISP CX Action Plan Spring 2023 June 2023 Template 1 OMB Federal Customer Experience Draft // Pre-decisional
2023 Service Designation Update if applicable Current Designated Service [Enter designated service here] Proposed Update [Enter new reframe or name of designated service here] Response here Description Response here Why this service was designated Current Designated Service [Enter designated service here] Proposed Update [Enter new reframe or name of designated service here] Response here Description Response here Why this service was designated 2 OMB Federal Customer Experience Draft // Pre-decisional
2023 Service Improvement Actions Question: What service improvements will the American public experience with this service by the end of 2023? Designated Service [Enter designated service here] Response here What (e.g., improvement being made, pilot being launched, etc.) Who (e.g., which customers will be impacted? What s the size of this pop.?) Response here Timeline (i.e., when could we share something like your answer to the above?) 3 OMB Federal Customer Experience Draft // Pre-decisional
2024 Service Improvement Actions Question: What service improvements will the American public experience with this service by the end of 2024? Designated Service [Enter designated service here] Response here What (e.g., improvement being made, pilot being launched, etc.) Who (e.g., which customers will be impacted? What s the size of this pop.?) Response here Timeline (i.e., when could we share something like your answer to the above?) 4 OMB Federal Customer Experience Draft // Pre-decisional
FY24 Capacity Building Actions Question: How will you build organizational capacity to support customer experience efforts by the end of FY24? Consider what was put forward in the FY24 President s Budget proposal. Department or HISP [enter name here] Response here What (e.g., capacity being built, how does this connect to supporting delivery of designated services, etc.) Response here Timeline (i.e., when could we share something like your answer to the above?) 5 OMB Federal Customer Experience Draft // Pre-decisional
Instructions for FY25 Proposed Priorities Development Purpose We know agencies have already begun internal planning and submissions for the FY25 Budget formulation exercise. The CX Action Plan section focused on FY25 is meant to support conversations at agencies about how to appropriately account for continued service improvement projects and continual CX capacity building. This is a draft conversation starter within your agency, and a point of conversation between OMB and agencies on what to expect, continue to refine, or build out justifications for in the FY25 Budget submission. Each of your designated services should be accounted for. Where applicable, you may also include capacity building activities such as enterprise VOC maturation or Customer/Digital team expansion. Focus on outcomes. Think about how and why this matters to the American public. HISPs and OMB will continue to discuss over the Summer. 6 OMB Federal Customer Experience Draft // Pre-decisional
FY25 Proposed CX Priorities Template Impact Statement Expected FY25 Activities Initial Estimation of FY25 Budget Initial Idea for Proposed Account 7 OMB Federal Customer Experience Draft // Pre-decisional
