Customer Experience

Customer experience for government: 6 resources for understanding OMB Circular A-11 Section 280

I love being part of the Qualtrics federal team in Washington, DC. With more than 100 clients at 60+ U.S. federal government agencies, our team is always working with clients and partners on fascinating, newly emerging issues that impact the business, customer, and employee experience parts of federal government agencies.

One of the things we've been navigating with clients over the past several months is how to begin working on OMB Circular A-11 Section 280, Managing Customer Experience and Service Delivery. That's the newly issued guidance from the Office of Management and Budget (OMB) that requires high-impact federal agencies to incorporate the practices and principles of customer experience as a business discipline into the fabric of their organizations.

As part of our work over the past several months, we have developed a number of learning resources on this subject and shared them with our clients, prospective clients, and partners. For government agencies just getting started with Section 280, we thought we'd compile a list of what we've developed so far. Here's a quick list of resources, and where you can find them.

The Basics of Section 280: One Quick Video

To start, here's a 10-minute video of my chat with James Hanson of NextGov from Fedstival last fall. We talked about what's in the 280 guidance, what's required, when the work has to get done, and what roadblocks agencies might expect as they're getting started.

Two Webinars Available On-Demand

We also covered some of the basics of Section 280 in a 30-minute webinar last fall: what it is, what it means to the practice of CX as a business discipline inside government agencies, and how customer experience, strategic planning executives, and other executives will need to partner across their organization in order to align with the guidance. Here's a link to the webinar replay.

And, a recent addition to the OMB Circular A-11 Section 280 resource library... a 30-minute webinar on CX governance, which is one of the five "core functions" of CX as described in the guidance. Here's a link to that replay.

Three Quick Blog Posts

Also, we developed a three-part blog series for that goes a little deeper into the basics of Section 280.

  1. Part one explains how Section 280 represents the opening of the next frontier in government customer experience.
  2. Part two details what agencies are expected to do to align with the guidance (hint: it's about far more than surveys).
  3. Part three touches on the realities of what it will take to get the work done (hint: it's about teaming up inside your agency).

We'll be adding to our library of resources in the coming months. Stay tuned, and follow me on Twitter for other government customer experience insights. Meanwhile, reach out to any member of the Qualtrics federal team (Jeff, Bobbie, Gabriela, Joe, Darrell, or Bill) for insights on our work with 100+ federal government clients at 60+ government agencies, including our FedRAMP authorized work.

Want expert help? Request a consultation from our federal team

Author Bio: Stephanie Thum is a Certified Customer Experience Professional (CCXP) and Chief Advisor for Federal Customer Experience at Qualtrics. In a past life, Stephanie was the head of CX for a federal government agency where she built a CX program that included customer surveys, executive councils, employee engagement, and data governance practices. She was also responsible for coordinating her agency’s public-facing annual performance plan and report, based on OMB Circular A-11. She is formally trained in strategic planning for government organizations and in planning, budgeting, and performance reporting for government organizations.

Stephanie Thum

Stephanie Thum is a contributor to the Qualtrics blog.

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