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

The President’s Management Agenda (PMA) prioritizes efforts to improve the experience of those the Government serves—all of the people, families, businesses, organizations, and communities across America, especially those communities that are underserved by Government, when they use Government services. This focus on customer experience will not only improve the delivery, efficiency, security, and effectiveness of our government programs, it will advance equity and enhance everyday interactions with public services and uplift the lives of those who need them the most. To support this, OMB Circular A-11 Section 280 establishes Government-wide standards for mature customer experience organizations in government. In order for Federal programs to design and deliver the experience taxpayers deserve, they must often undertake three general categories of activities: conduct ongoing customer research, gather and share customer feedback, and test services and digital products. Both the PMA and Section 280 charge the President’s Management Council—the primary Government-wide body that advises the President and OMB on management issues that span agencies—with the routine designation of cross-agency “life experiences” for improvement (such as turning 65, surviving a natural disaster, or having a child) that do not fit neatly within one agency’s mission area. This new request will enable the Office of Management and Budget to act in accordance with OMB Circular A-11 Section 280 to ultimately transform the experience of its customers to improve both efficiency and mission delivery, and increase accountability by communicating about these efforts with the public.

The latest form for Improving Customer Experience (OMB Circular A-11, Section 280 Implementation) expires 2026-06-30 and can be found here.