GSA Releases New Survey for Measuring CX

CX Customer experience -min

The General Services Administration (GSA) released a version of its customer experience survey for high-impact Federal programs to use, as mandated by Office of Management and Budget (OMB) Circular A-11, on the Federal Register today.

The proposed information collection activity will apply to all high-impact Federal programs, with GSA submitting the collections on behalf of all CFO Act agencies. The collections will be voluntary, low-burden, and non-controversial, but they will help the Federal government assess its service to citizens.

“This proposed information collection activity provides a means to garner customer and stakeholder feedback in an efficient, timely manner in accordance with the Administration’s commitment to improving customer service delivery,” the notice states.

In total, GSA estimates that agencies will create 50 feedback surveys that will reach 40 million respondents, allowing government to collect that data, analyze program performance, and publicly release the results on performance.gov.

GSA also included a sample survey for agencies to use as a basis, with 11 questions using yes/no answers, Likert Scale answers, and free-text responses.

The Federal Register notice invites comment on the proposed information collection, and the information collection has yet to be approved by OMB, although it is likely to gain approval as it is responding to a mandate from OMB’s Circular A-11.

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