Federal Government Policy and Business

OMB Makes Major Changes to Agency Guidance on Customer Experience

NextGov: In its annual update to Circular A-11 guidance for all federal agencies, the Office of Management and Budget included significant changes and additions to Section 280, which deals entirely with improving customer experience and service delivery.

Among the most important changes are OMB’s expanded definitions of the terms “customer” and “service delivery” as they relate to the federal government. In the revamped Section 280 guidance, customers now include individuals, businesses and organizations that interact with a government agency or program, “either directly or via a federal contractor or even a federally-funded program.” Customers also include public servants and federal employees themselves.

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