CX and OMB Circular A-11

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CX and OMB Circular A-11

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by Kirk Farber | May 22, 2019


Customer experience with federal government services is now a central element of effectively managing a federal agency. Ensuring that your agency’s services are meeting the needs of the people you serve has always been good management practice. Now, it’s becoming required in Section 280 of OMB’s Circular A-11.

For those who are not familiar with latest version (June 2018) of Circular No. A-11, and the new Section 280 that is focused on customer service, below is a brief explanation of the Circular along with some helpful links.

As a starter, take the CX maturity self-assessment to determine where your organization stands on CX development.

This self-assessment is to be taken at the listed provider level e.g., Passport Services, Farm Service Agency). This self-assessment is adapted from performance.gov and should be used to help manage CX measurement and action across your organization.

In November 2018, a CAP (cross-agency performance) team made up of OMB, VA, and GSA worked with HISPs (High-Impact Service Providers) to complete this assessment. Each HISP rated their CX program’s maturity and identified initial areas of development to inform their required action plan. In December, deep dive meetings then took place with every HISP to evaluate their CX self-assessment and draft action plans to identify common pain points, capacity gaps and opportunities. Monthly calls have been instituted to build a CX community of practice and to support both HISPs and other interested entities implement the A-11 guidance.

Cross-agency conversations is an effective method for sharing best practices in delivering great customer experiences in the federal government. CFI Group, along with DOI's Federal Consulting Group, promote such idea exchanges through our Gov CX Forums. Agency personnel are welcome to join the CX community and be part of this growing effort to deliver a great experience for federal agency customers.

Other Resources


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