Nextgov: White House Makes Major Updates to Customer Experience Guidance

“The Office of Management and Budget expanded the definition of customer experience and made significant additions and changes regarding how agencies should serve customers and deliver services in an update to its Circular A-11 guidance.

The changes—the first since August 2020—appear in Section 280 of the guidance, and reflect both new Biden administration priority areas like equity as well as an elevated level of importance agencies should place on customer experience…”

“The guidance introduces new terms customer experience professionals and managers in government will want to add to their vernaculars. For example, the guidance directs the Office of Management and Budget to identify ‘priority life events’—or priority life experiences—’that require members of the public to navigate a service (or services) across the boundaries of multiple federal programs, agencies or levels of government.’ Examples include starting a small business or receiving certain government benefits, but the aim is to improve how agencies work together to provide better experiences for services potentially millions of customers receive.

‘OMB will provide leadership, a governance structure, and dedicated support to agencies through the President’s Management Council to tackle improvements for these life experiences,’ the guidance states…” Read the full article here.

Source: White House Makes Major Updates to Customer Experience Guidance – By Frank Konkel, September 10, 2021. Nextgov.


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