OMB Circular A-11 (2025), Section 280 - Managing Customer Experience and Improving Service DeliveryStratML rendition of Section 280 guidance from OMB Circular A-11 (2025). Captures applicability, definitions, roles and responsibilities, HISP designation and annual requirements, post-transaction feedback practices, PRA considerations, and cross-agency priorities for customer experience (CX) and service delivery.Provenance: OMB Circular A-11 (2025), Section 280. Summary of Changes: Incorporates direction from the Government Service Delivery Improvement (GSDI) Act; updates leadership roles and FY 2026 timelines for HISP activities. Assistant: ChatGPT (StratML-compliant rendering). PublicationDate: 2025-09-18.Office of Management and BudgetOMBe4b0f7a2-6f6a-458e-9a7c-2800f1c5a11aExecutive Office of the President; issues government-wide guidance on customer experience (CX), service delivery, and High Impact Service Providers (HISPs).Executive AgenciesAgencies subject to 5 U.S.C. 105 and 44 U.S.C. 3502 responsibilities for improving service delivery and complying with 21st Century IDEA.High Impact Service ProvidersOMB-designated entities providing or funding high-impact public-facing services.Performance.govCentral site for publishing customer experience and service delivery information.The PublicBeneficiaries of improved and accountable government services.Trustworthy, transparent, and user-centered Federal services delivering measurably better outcomes.7f3a9fb2-3f6d-46a7-9a1d-2a80b64c0280To provide government-wide direction to manage customer experience and improve service delivery, including HISP governance, feedback practices, and cross-agency priorities.c2e4a0b6-4f8e-4df3-9f8b-3a2d28a10280ApplicabilityAffirm agency responsibilities under the GSDI Act to improve services and build trust, and require executive agencies to comply with the 21st Century IDEA as part of service delivery improvement.2801-8a0c-4a4f-93d3-6e6c4f2c1281280.1_3120f8fa-94a7-11f0-bc00-cfff2a83ea00DefinitionsDefine customer experience (CX) as the public’s perceptions and overall satisfaction with interactions with a Federal agency, product, or service; define service delivery as the actions taken by an agency (and its agents/partners) to provide a benefit or service to individuals, businesses, or organizations.2802-9b1d-4b50-a4e4-7f7d502d2282280.2Customer ExperienceMeasures of customer experience are as important as measures of financial and operational performance; Federal customer experience is centered on services.2802-1-a31e-4151-b5f5-80e8613e32821280.2.1Service DeliveryService delivery includes actions by agencies, contractors, nonprofits, and other partners acting on behalf of the agency or administering federally funded programs.2802-2-b42f-4262-c606-91f9724f42822280.2.2ResponsibilitiesIdentify roles accountable for customer experience and service delivery improvement across government and within agencies.2803-ac20-4c61-d7f7-a2a0835f5283280.3Federal Government Service Delivery LeadSenior OMB official designated by the OMB Director to coordinate government-wide service delivery improvement, particularly for HISPs.2803-1-cd31-4d72-e808-b3b1947062831280.3.1Agency HeadResponsible for the service delivery of the agency, including improving and enhancing government services.2803-2-de42-5e83-f919-c4c2a58172832280.3.2Lead Agency Service Delivery OfficialDesignated by the agency head to coordinate and execute the agency’s service delivery improvement efforts; OMB will provide additional selection guidance.2803-3-ef53-6f94-0a2a-d5d3b69282833280.3.3Chief Information OfficerAdvises on digital service delivery strategy and coordinates implementation of the 21st Century IDEA.2803-4-f064-70a5-1b3b-e6e4c7a382834280.3.4Agency CollaborationAgency officials, offices, and components coordinate with the above officials to improve service delivery.2803-5-0175-81b6-2c4c-f7f5d8b482835280.3.5High Impact Service ProvidersDefine HISPs as OMB-designated entities providing or funding high-impact public-facing services; list maintained on Performance.gov and reviewed periodically.2804-1286-92c7-3d5d-08g6h9i07284280.4Priority Service DesignationAnnually, designate one or more priority services for targeted CX and service delivery improvement; services will be highlighted on Performance.gov and used for quarterly post-transaction feedback datasets.2804-1-2397-a3d8-4e6f-19h7i0j182841280.4.1Selection ConsiderationsFocus on the most important services by population served, transaction volume, or impact; articulate value to customers and the organization; use data and customer engagement to prioritize.2804-2-34a8-b4e9-5f70-2i8j1k2l82842280.4.2Annual RequirementsComplete required activities across the year per direction of the Federal Government Service Delivery Lead; OMB will provide additional details.2805-45b9-c5fa-6081-3j9k2l3m9285280.5Spring 2026 — Assess CapacityConduct annual Capacity Assessments for each HISP and HISP-maintaining department and review results with OMB.2805-1-56ca-d60b-7192-4k0l3m4n02851280.5.1Summer 2026 — Designate Priority Services & ActionsIn collaboration with OMB, designate at least one priority service for each HISP and identify targeted improvement actions.2805-2-67db-e71c-82a3-5l1m4n5o12852280.5.2September 2026 — Submit Action PlansWith the FY 2028 Budget submission, provide action plans including CY 2027 actions and associated budget requests for CX and service delivery improvement.2805-3-78ec-f82d-93b4-6m2n5o6p22853280.5.3Quarterly — Post-Transaction FeedbackDeploy post-transaction feedback surveys for each designated service; submit datasets to OMB quarterly (due last business day of January, April, July, and October) for aggregation and publication.2805-4-89fd-093e-a4c5-7n3o6p7q32854280.5.4Ongoing — Implement Service ImprovementsEmbed customer-focused practices and process improvements into service design and delivery to continually improve outcomes.2805-5-9a0e-1a4f-b5d6-8o4p7q8r42855280.5.5Post-Transaction FeedbackCollect, submit, and use post-transaction customer feedback data following OMB-provided guidelines and framework.2806-ab1f-2b50-c6e1-d7f2e8f90286280.6Survey DeploymentDeploy at least one post-transaction feedback survey for a significant touchpoint for each designated service; coordinate with OMB on appropriate touchpoints and channels; if only one survey is used, deploy at or near completion of the service journey.2806-1-bc20-3c61-d7f2-e803f9a012861280.6.1Guidelines & FrameworkFollow OMB guidelines for question wording, response architecture, and branching logic to reduce burden, provide actionable data, and enable comparable government-wide measures; exceptions may be allowed where prior models demonstrate success and capacity exists.2806-2-cd31-4d72-e803-f9140ab122862280.6.2Umbrella ClearanceAll post-transaction surveys require PRA approval under the Section 280 Umbrella Clearance; datasets that align with the current survey guidelines meet the quarterly reporting requirement; OMB will provide templates and instructions.2806-3-de42-5e83-f914-0ac51bc232863280.6.3Paperwork Reduction ActUse umbrella clearances to enable customer engagement; apply PRA flexibilities where applicable; handle incentives appropriately with legal/financial review and justification in ICR packages.2807-b1c2-3d4e-5f60-718293a4287280.7Umbrella ClearancesEstablish at the department level using OMB templates; renew every three years; OPPM and OIRA collaborate on review.2807-1-c2d3-4e5f-6071-8293a4b52871280.7.1PRA FlexibilitiesMany engagements are PRA-exempt (e.g., <10 respondents, open-ended feedback, many usability tests); OIRA provides guidance; OMB will provide additional information on common exemptions.2807-2-d3e4-5f60-7182-93a4b5c62872280.7.2Participant CompensationWhere appropriate, compensate research participants; consult legal counsel and CFO first; after internal clearances, justify incentive use in the ICR package.2807-3-e4f5-6071-8293-a4b5c6d72873280.7.3Cross-Agency PrioritiesParticipate in OMB-designated cross-agency priorities where individuals interact with multiple programs and levels of government; OMB facilitates coordination and publication of materials on Performance.gov.2808-f1a2-3b4c-5d6e-708192a30288280.8ApproachEmphasize upfront research and problem validation, rapid prototyping, piloting, evaluation, and gated decisions to determine long-term viability and scalability.2808-1-a2b3-4c5d-6e70-8192a3b402881280.8.1Scaling Proven SolutionsWhere pilots achieve measurable outcomes, sustain cross-agency coordination and prioritize resources (including budget requests) to adopt and scale.2808-2-b3c4-5d6e-7081-92a3b4c502882280.8.2Issue ResolutionThe OMB Director works with agency heads to resolve overlapping responsibilities, address cross-agency barriers, and coordinate activities to improve CX and service delivery.2808-3-c4d5-6e70-8192-a3b4c5d602883280.8.32025-09-18https://www.whitehouse.gov/wp-content/uploads/2025/08/a11.pdfOwen AmburOwenAmburOwen.Ambur@verizon.net