CX Summit 2022 - Operationalizing the President's Management Agenda to Deliver Excellent, Equitable and Secure Federal Services to Rebuild Trust in Government

Over the past year, the Biden-Harris Administration has increased the focus on improving federal services through the President’s Management Agenda which presented a roadmap for ensuring an equitable, effective, and accountable Federal Government that delivers results for all.  The three priorities were:

• 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.

Executive Order 14058, Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government, was also signed in December 2021, and provides a roadmap built on the building blocks in Section 280 of OMB Circular A-11, Managing Customer Experience and Improving Service Delivery.  

How will federal agencies, particularly the High Impact Service Providers (HISPS) implement the requirements and intent of the PMA, EO 14058, Section 280 of A-11 and 21st Century Integrated Digital Experience Act (IDEA)? What are the first services that they will be focusing on? How will the government leverage the principles, strategies and tactics of customer experience to meet all of the priorities of the PMA and improve digital services to employees and customers?

In this summit, you will understand the roadmap to improve digital services as it pertains to the 35 HISPs and corresponding services.  

Objectives

• Learn how customer experience business strategies and practices can lead to improved equity for government
• Hear how the government plans and phases of implementing the PMA
• Learn how agencies are leveraging CX to address racial equity