The administration of President Joe Biden has identified the need to improve CX within the government as one of three priority areas in an ambitious agenda intended to ensure equity and help the country become stronger.

The roadmap, consisting of a three-part framework outlining the President’s Management Agenda (PMA) Vision of Biden and Vice President Kamala Harris, was launched November 18 by the Office of Management and Budget (OMB) together with the President’s Management Council (PMC). The launch kicks off what will be a multi-stage effort over the next few years to advance the framework’s three priorities through the PMA Vision.

“The new framework is built around three priority areas that are critical for improving the way the Federal Government does business, restoring the American people’s trust in Government, and laying a strong foundation for working families for years to come: strengthening and empowering the Federal workforce; delivering excellent, equitable, and secure Federal services and customer experience; and managing the business of Government to build back better,” the OMB press staff noted in a blog on its website.

In its official definition, the federal government says CX “refers to a combination of factors that result from touchpoints between an individual, business, or organization and the Federal Government over the duration of an interaction and relationship.” Those factors can include “ease/simplicity, efficiency/speed, equity/transparency of the process, effectiveness/perceived value of the service itself, and the interaction with any employees.” Perceived responsiveness to individual needs and feedback is also important, it adds.

Three-Pronged Strategy to Improve CX

The PMA will be guided by the four values of equity, dignity, accountability, and results, the blog post stated. In turn, each of the three priorities will be advanced through specific strategies.

In the priority area for improving CX, three strategies are called for to deliver “excellent, equitable, and secure Federal services and customer experience.”

Strategy 1 seeks to improve the service design, digital products, and CX management of Federal High-Impact Service Providers (HISPs) by “by reducing customer burden, addressing inequities, and streamlining processes.” To date, the OMB has classified a total of 33 agencies and subcomponents as HISPs, including the Census Bureau under the Department of Commerce, Passport Services under the State Department, the Internal Revenue Service (IRS) under the Department of the Treasury, and the Transportation Security Administration (TSA) under the Department of Homeland Security (DHS).

Strategy 2 calls for steps to “design, build, and manage Government service delivery for key life experiences that cut across Federal agencies.” In the final measure, Strategy 3 hopes to “identify and prioritize the development of Federal shared products, services, and standards that enable simple, seamless, and secure customer experiences” across HISPs.

The OMB said the next steps to advance the PMA will be announced in the coming weeks and months, with leaders for each priority area to be identified. “The PMA will be a dynamic effort designed to support progress and opportunities beyond the reach of any one Federal agency, given that building back better will require a whole-of-government effort and transformation in the way the Federal Government operates,” the agency added.