Service Definitions

Background

Touchpoints supports the data collection efforts for quarterly CX (Customer Experience) data reporting.

The Service Definition worksheet is designed for High Impact Service Provider (HISP) teams to designate priority services, coordinate with OMB, and prepare service definitions to report on performance.gov/cx. A key update in the 2022 OMB Circular A11 Section 280 is the requirement for each HISP to work with OMB to identify at least two (2) specific services for quarterly customer feedback reporting and to focus improvement efforts on in their action planning.

Service definition is a continual work in progress. Customer needs and perceptions change, and therefore the services and the providers must adapt in response. This worksheet helps establish a baseline for current understanding, identify information gaps, and plan for future improvement.

Instructions

1. Visit https://touchpoints.app.cloud.gov/admin/services
2. Click “New Service”
3. See the New Service form, fill it out, and submit it; to create a new Form

Help & feedback

Again, if you have any questions, please contact ryan.wold@gsa.gov.

To provide feedback, visit this Touchpoint.