Federal Customer Experience: OMB Has Taken Actions to Implement Cross-Agency Priority Goals
The 2021 President’s Management Agenda identified federal customer experience as a priority area for improvement. GAO was asked to review OMB and selected federal agencies’ efforts to improve federal customer experience.
The GAO report finds that the Office of Management and Budget (OMB) has taken significant actions to implement cross-agency priority goals to improve federal customer experience.
OMB has generally addressed key considerations such as setting clear objectives, identifying leadership, dedicating resources, using performance data, and regularly reporting progress, which supports ongoing efforts to enhance public satisfaction with federal services.
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