In March 2018, the Administration of President Trump launched the President’s Management Agenda (PMA) and established new Cross-Agency Priority (CAP) Goals. Excellent service was established as a core component of the mission, service, stewardship model that frames the entire PMA, embedding a customer-focused approach in all of the PMA’s initiatives. This model was also included in the 2018 update of the Federal Performance Framework in Circular A-11, ensuring ‘excellent service’ as a focus in future agency strategic planning efforts. The PMA included a CAP Goal on Improving Customer Experience with Federal Services, with a primary strategy to drive improvements within 25 of the nation’s highest impact programs. This effort is supported by an interagency team and guidance in Circular A-11 requiring the collection of customer feedback data and increasing the use of industry best practices to conduct customer research.
The latest form for Generic Clearance for Managing Customer Experience and Improving Service Delivery OMB Circular A-11, Section 280 expires 2023-09-30 and can be found here.
Supporting Statement A - DOC A 11 Section 280 Improving Customer Experience Revised with NSC 2021-02-03).docx
Supporting Statement A
Justification for No Material/Nonsubstantive Change
Supporting Statement B
Improperly submitted and continue
|No material or nonsubstantive change to a currently approved collection||2021-02-10|
Approved with change
|New collection (Request for a new OMB Control Number)||2020-08-11|
Federal Enterprise Architecture: Economic Development - Intellectual Property Protection