The GAO recommended that OMB develop goals with quantitative targets and time frames, and related performance measures, for the level of improvements it expects; OMB had no comment. Image: Tyler Olson/Shutterstock.com
By: FEDweek StaffThe GAO has said that more specific goals are needed in federal agency customer experience improvement efforts, particularly for “high-impact” service providers—entities that provide or fund services that have a large customer base or a critical effect on those served.
GAO noted that of cross-agency priority goals required by a 2010 law, two currently relate to improving the customer experience—one of them specific to high-impact service providers—and that a separate later law requires that OMB coordinate efforts regarding them through establishing government-wide standards, policies and performance measures.
A report says that OMB annually obtains annual capacity assessments and action plans from the 37 entities with that designation about their customer experience improvement efforts. Capacity assessments focus on the available resources, while action plans commonly focus on digital improvements, such as the creation of mobile applications or the improvement of existing websites.
GAO said that while such information “is helpful,” it is insufficient to “assess progress on the providers’ customer experience improvements. For example, OMB established a goal that all providers would have the talent required to accomplish a range of customer experience activities by the end of fiscal year 2024. This goal included a time frame for improving talent. However, it did not communicate what was to be achieved (e.g., what specific changes in talent and skill were needed) or how that achievement would be measured (i.e., a quantifiable target),” it said.
The GAO recommended that OMB develop goals with quantitative targets and time frames, and related performance measures, for the level of improvements it expects; OMB had no comment.
The report meanwhile noted that a new set of cross-agency priority goals, which change every four years, is due to be issued in February.
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