All Executive agencies (5 U.S.C. 105) have a responsibility to manage customer experience and improve service delivery using leading practices and a human-centered approach, pursuant to Executive Order 14058 (“E.O. 14058”) on Transforming Federal Customer Experience and Service Delivery To Rebuild Trust in Government of December 13, 2021, and the 21st Century Integrated Digital Experience Act (P.L. 115-336) (“21st Century IDEA”).
– OMB Circular No. A-11 (2023)
ITC provides innovative IT, Data, Human Capital, and Management Consulting solutions for our rapidly growing customer base of 20+ Federal agencies. In 2021, with the advent of Executive Order (EO) 14058 “Customer Experience”, we invested in a Chief Experience Office – further aligning who we are with how we can best support your mission.
As this transformational Customer Experience EO continues to shape federal investment aimed at improving citizen experience, so has how ITC goes to market and shows up for our customers. We are proud to support these High Impact Service Providers (HISPs) in achieving equitable and effective service by implementing our Total Experience approach. Note: High Impact Service Providers are identified due to the scale and impact of their public-facing services. Each year, HISP teams review and define their high-impact services, collect customer feedback, measure performance, and identify actions for improving service delivery. We align the ITC Total Experience approach to build depth of understanding to drive trust and deliver results that support these services, respond to customer feedback, deliver performance, and improve overall delivery. See below an excerpt from the Performance.gov site to learn a little more about these HISPs and the sheer magnitude of their mission.
Link (https://www.performance.gov/cx/data/#hisp-list)
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Food and Nutrition Service (FNS) works to end hunger and obesity through the administration of 15 federal nutrition assistance programs including WIC, Supplemental Nutrition Assistance Program (SNAP), and school meals. SNAP helps 40M+ low-income people afford a nutritionally adequate diet; WIC provides nutritious food for 7M+ low-income women, infants, and children; and school breakfast and lunch programs provide free and reduced-price meals to 20M+ low-income children.
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The Forest Service works to sustain the health, diversity, and productivity of the nation’s forests and grasslands, which includes sustainable stewardship of 600M+ acres of forestland, 193M+ acres of public lands, and 400M+ acres of private land across the United States.
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In addition to the Decennial, which counts every person in the United States, the U.S. Census Bureau conducts 130+ surveys and programs each year, including our nation’s largest annual household survey, the American Community Survey, which reaches 3.5M nationwide.
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The mission of the United States Patent and Trademark Office (USPTO) is to ensure that the intellectual property system contributes to a strong global economy, encourages investment in innovation, and fosters entrepreneurial spirit. In 2020, USPTO responded to the continued demand for patents and trademarks to protect new ideas and investments in innovation by servicing 600K+ patent applications, 400K+ trademark registrations, and increasing all-electronic processing of trademark applications to 88.7%.
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Customs and Border Protection (CBP) is one of the world’s largest law enforcement organizations and is charged with keeping terrorists and their weapons out of the U.S. while facilitating lawful international travel and trade. On a typical day in fiscal year 2020, CBP staff processed 650,178 passengers and pedestrians, $6.64B worth of imported goods, and 90K entries of merchandise at our air, land, and seaports of entry.
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In 2020, the Department of Housing and Urban Development (HUD) provided rental assistance to approximately 4.6M low-income households, including elderly residents, individuals with disabilities, and veterans.
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The Veterans Benefits Administration (VBA) serves 5.5M+ Veterans across 56 regional offices with personalized benefits and services related to education, life insurance, home loan guaranty, and employment. In 2020, VBA guaranteed 1.2M home loans and provided Post-9/11 GI Bill payments to 600K+ beneficiaries.
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The Veterans Health Administration (VHA) is the largest integrated health care system in the United States, providing care at 1,293 health care facilities, including 171 VA Medical Centers and 1,112 outpatient sites of care of varying complexity to 9M+ Veterans enrolled in the VA health care program.
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The Social Security Administration (SSA) serves 40M retirees and their loved ones each year. For the 55M spouses and dependents of retirees who have passed on, the Old-Age & Survivors Insurance (OASI) pays them $944B in benefits a year. For the 10M retirees who are disabled, the Disability Insurance program (DI) pays them about $145B. The Supplemental Security Income pays $55B+ to nearly 8M people who both are low-income and have a disability.
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The Internal Revenue Service (IRS) processed 240.2M million Federal tax returns and supplemental documents in 2020, collecting close to $3.5T in gross taxes and issuing almost 122M refunds. |
