Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)

OMB 1405-0241

A modern, streamlined and responsive customer experience means: raising government-wide customer experience to the average of the private sector service industry; developing indicators for high-impact Federal programs to monitor progress towards excellent customer experience and mature digital services; and providing the structure (including increasing transparency) and resources to ensure customer experience is a focal point for agency leadership. To support this, OMB Circular A-11 Section 280 established government-wide standards for mature customer experience organizations in government and measurement. To enable Federal programs to deliver the experience taxpayers deserve, they must undertake three general categories of activities: conduct ongoing customer research, gather and share customer feedback, and test services and digital products.

The latest form for Improving Customer Experience (OMB Circular A-11, Section 280 Implementation) expires 2023-11-30 and can be found here.

Latest Forms, Documents, and Supporting Material

Document Name
Form Survey A-11 Sec 280 Surveys Form and Instruction
30 Day FRN.pdf Supplementary Document
60 Day FRN.pdf Supplementary Document
DS-4318.docx Supplementary Document
Legal Authorities.docx Supplementary Document
Supporting Statement B 1405-0241.docx Supporting Statement B
Supporting Statement A 1405-0241.docx Supporting Statement A
A-11 Sec 280 Surveys Form and Instruction

All Historical Document Collections

202310-1405-001 Approved with change	Extension without change of a currently approved collection	2023-10-02
202010-1405-002 Approved with change	New collection (Request for a new OMB Control Number)	2020-10-20

OMB Details

State Kiosk - Passport Feedback

Federal Enterprise Architecture: General Government - Central Records & Statistical Mgt