,,ii  #aag? ,,congress  #a/ ,session    
,s4 #aicd  ,,9 ,,! ,,s5ate ,,( ,,!      
,,unit$ ,,/ates  ,may #bg1 #bjba,mr4    
,murphy 7= himself & ,mr4 ,lank=d7      
introduc$ ! foll[+ bill2 :i* 0 read     
twice & ref]r$ to ! ,committee on       
,homel& ,security & ,gov]nm5tal ,affairs
  ,a ,,bill  ,to improve public tru/ 9 !
 ,f$]al ,gov]nm5t by e/abli%+ cu/om]    
exp]i5ce z a c5tral measure ( p]=mance =
 ag5cies & ! ,f$]al ,gov]nm5t1 & = o!r  
purposes4  #a4 ,%ort title ,?is ,act may
 be cit$ z ! ,tru/ 9 ,public ,s]vice    
,act4  #b4 ,f9d+s ,congress f9ds !      
foll[+3 7#a7 ,al?\gh ! public believes t
 ! ,f$]al ,gov]nm5t s]ves an            
indisp5sable role & (t5 p]=ms q well1   
ov]all tru/ 9 ! ,f$]al ,gov]nm5t is at  
hi/oric l[s4  7#b7 ,ag5cies face compet+
 requirem5ts & respond to evolv+ &      
div]se ne$s 9 a context ( unc]ta9ty &   
con/ra9$ res\rces4 ,to p]=m ?is *all5g+ 
job = ! b5efit ( ! public1              
exp]im5tation1 le>n+1 & failure %\ld be 
expect$ & welcom$4 ,congress mu/ support

 ag5cies ?r\gh\t ?is process by balanc+ 
traditional ov]sight ) d$icat$ ef=ts to 
celebrate progress & locate setbacks )9 
a broad] context4  7#c7 ,improv+ public 
tru/ requires deliv]+ tangible results t
 address ! ne$s ( ! public1 includ+ ^?  
ne$s t span ag5cies or require          
coord9ation ) ,/ate1 local1 ,tribal1 or 
t]ritorial gov]nm5ts4 ,b improv+ public 
tru/ also requires ! ,f$]al ,gov]nm5t to
 consid] mu* m deeply h[ int]action ) ! 
public %apes public p]ceptions & h[     
communication by ! ,f$]al ,gov]nm5t c   
provide bett] context on ! _m ways 9 :i*
 ! ,f$]al ,gov]nm5t s]ves ! public4     
7#d7 ,9 t]ms ( public int]action1 :e!r  
seek+ a small bus9ess loan1 vet]ans'    
s]vices1 ,social ,security b5efits1 or  
o!r s]vice or in=mation1 ! p ( ! ,unit$ 
,/ates des]ve a cu/om] exp]i5ce t mat*es
 or exce$s t ( lead+ private sector     
organizations4 ,?is level ( cu/om]      
exp]i5ce means exp]i5ces are seamless1  
connect$1 inclusive1 effective1         
consi/5t1 & reliable4  7#e7 ,cu/om]     

exp]i5ce 7commonly ref]r$ to z ,,cx7 is 
a vital means = ag5cies to pursue _!    
missions 9 a m effective & responsive   
way & at a l[] co/1 z rese>* %[s t      
cu/om] exp]i5ce is l9k$ to-- 7,a7 m     
accurate & timely data submissions2     
7,b7 increas$ fe$back t improves s]vices
 ?r\gh #c diff]5t means1 :i* include--  
7i7 process1 proc$ure1 product1 or      
safety improvem5t2  7ii7 uncov]+ unmet  
cu/om] ne$s t require a new or          
innovative approa*2 &  7iii7 in=m+      
lead]%ip decision mak+ s t ag5cies are  
gr\nd$ 9 improv+ cu/om] outcomes2  7,c7 
improv$ compliance ) ag5cy regulations &
 guidance2 &  7,d7 improv$ work=ce      
morale & ret5tion4  7#f7 ,cu/om]        
exp]i5ce is also highly correlat$ )     
public tru/ 9 ! ,f$]al ,gov]nm5t & is   
!re=e ess5tial = broad] ef=ts ( ! ,f$]al
 ,gov]nm5t to e>n & ma9ta9 ! cons5t ( ! 
gov]n$4  7#g7 ,yet ! ,=re/]'s #bjbj     
,f$]al ,cu/om] ,exp]i5ce ,index not$ t  
,f$]al cu/om] exp]i5ce lags beh9d all   
sectors ( private indu/ry4 ,:ile !      

,f$]al ,gov]nm5t faces con/ra9ts t !    
private sector does n face1 includ+     
compet+ requirem5ts1 su* z balanc+ spe$ 
& combat+ fraud1 an obligation to s]ve !
 entire public1 less nimble work=ce &   
hir+ policies1 & p]sonnel & sp5d+       
con/ra9ts1 ! ,f$]al ,gov]nm5t has bo? ! 
ability & imp]ative to improve cu/om]   
exp]i5ce4  7#h7 ,rese>* also %[s a /rong
 correlation betwe5 employee engagem5t &
 ! quality ( cu/om] exp]i5ce4 ,employees
 provide bett] cu/om] exp]i5ce :5 !y    
feel valu$ & id5tify ) ! missions ( _!  
ag5cies1 &1 z cu/om] exp]i5ce &         
confid5ce 9 ! ag5cy improves1 ^?        
employees become ev5 m committ$1        
creative1 & pr(essional4  7#i7 ,! ,f$]al
 ,gov]nm5t has made significant progress
 on improv+ cu/om] exp]i5ce1 includ+    
?r\gh-- 7,a7 ef=ts )9 ! ,g5]al ,s]vices 
,adm9i/ration1 su* z ! #ah;,f ,(fice1 ! 
#aj,x ,program1 ! ,u4,s4 ,web ,design   
,sy/em1 ! ,digital4gov communities &    
website1 & ! ,presid5tial ,innovation   
,fell[s ,program2  7,b7 ! ,sm>t] ,,x    

,s*$ule ,a hir+ au?ority issu$ by !     
,director ( ! ,(fice ( ,p]sonnel        
,managem5t2  7,c7 ! ,te*nology          
,mod]nization ,fund e/abli%$ "u section 
#ajgh ( ! ,national ,def5se             
,au?orization ,act = ,fiscal ,ye> #bjah 
7#dj ,u4,s4,c4 #aacja note71 :i*        
provides broad au?ority = in=mation     
te*nology mod]nization to improve cu/om]
 exp]i5ce & public-fac+ digital s]vices2
  7,d7 ef=ts on employee engagem5t by ! 
,(fice ( ,p]sonnel ,managem5t & ! ,(fice
 ( ,managem5t & ,budget2  7,e7 ! ,unit$ 
,/ates ,digital ,s]vice2  7,f7          
,executive ,ord] #abhfb 7#ca ,u4,s4,c4  
#eja note2 relat+ to sett+ cu/om] s]vice
 /&>ds7 & ,executive ,ord] #acega 7#gf  
,f$4 ,reg4 #bdcci2 relat+ to /reaml9+   
s]vice deliv]y & improv+ cu/om] s]vice72
  7,g7 ef=ts ( ! executive bran* z ( !  
date ( enactm5t ( ?is ,act1 includ+--   
7i7 ,section #bhj ( ,circul> ,a#aa ,"p  
#f 7#bjba7 ( ! ,(fice ( ,managem5t &    
,budget2 &  7ii7 ! e/abli%m5t ( d$icat$ 
individuals at ! ,(fice ( ,managem5t &  

,budget to "w on cross-ag5cy cu/om]     
exp]i5ce initiatives & in=mation        
collection reviews2  7,h7 ! designation 
( high-impact s]vice provid]s & ! %>+ ( 
fe$back p]=mance data1 cu/om] exp]i5ce  
capacity assessm5ts1 & cu/om] exp]i5ce  
action plans on a d$icat$ website2  7,i7
 individual ag5cies t are e>ly adopt]s (
 cu/om] exp]i5ce approa*es1 includ+ !   
,vet]ans ,exp]i5ce ,(fice ( ! ,dep>tm5t 
( ,vet]ans ,affairs2 &  7,j7            
legislation1 includ+-- 7i7 ! ,digital   
,acc\ntability & ,transp>5cy ,act (     
#bjad 7#ca ,u4,s4,c4 #faja note72  7ii7 
! #ba/ ,c5tury ,integrat$ ,digital      
,exp]i5ce ,act 7#dd ,u4,s4,c4 #ceja     
note72 &  7iii7 p5d+ legislation4  7#aj7
 ,) respect to communication1 ag5cies h 
bo? a con/itutional duty & an op]ational
 imp]ative to bett] communicate h[ ^?   
ag5cies s]ve ! public1 includ+ ?r\gh    
/ories ( human-level impact1 compell+   
design1 & int]active plat=ms t make !   
public feel valu$ & includ$1 p>ticul>ly 
if ag5cies "w 9 c\nt]9tuitive1          

prev5tative1 or subtle ways4  7#aa7 ,a  
pu% t[>ds op5 gov]nm5t1 9 p>ticul> ?r\gh
 data4gov1 p]=mance4gov1 *all5ge4gov1 & 
o!r transp>5cy ef=ts1 are vital /eps to 
improv+ public confid5ce & decision-mak+
 & s]vice deliv]y4 ,additionally1 op5   
data is a vital s]vice = ! public t     
rese>*]s1 bus9esses1 nonpr(it           
organizations1 & ! public alike c use to
 innovate1 promote economic gr[?1 & take
 an active role 9 improv+ communities   
alongside ! ,f$]al ,gov]nm5t4  7#ab7 ,b 
op5 gov]nm5t is n en\gh4 ,to truly n\ri%
 a debate ab\t ! a*ievem5ts & role ( !  
,f$]al ,gov]nm5t1 r ?an simply mak+     
in=mation available1 ag5cies mu/        
communicate _! m&ates1 p]=mance1 & data 
9 a mann] t ensures t ! public und]/&s !
 broad] context 9 :i* ^? ag5cies op]ate 
& ! real-_w impact ( ^? ag5cies4  7#ac7 
,9 p]=m+ ! tasks describ$ 9 p>agraph    
7#ab71 ! ,f$]al ,gov]nm5t has broad     
latitude to communicate to ! public 9   
tailor$1 creative1 & compell+ ways4     
,provisions 9 annual appropriations     

,acts typically b> ag5cies f engag+ 9   
imp]missible publicity or propag&a4     
,al?\gh ^? provisions prohibit ag5cies f
 engag+ 9 self-aggr&izem5t1 cov]t       
propag&a & purely p>tisan               
communications1 ^? provisions d n       
re/rict ag5cies f engag+ 9 legitimate   
activities to in=m ! public ab\t ag5cy  
programs4 ,full compliance ) ^?         
provisions pres5ts no b> = an ag5cy to  
fully implem5t ! activities au?oriz$ &  
enc\rag$ 9 ?is ,act4 ,z necess>y1       
ag5cies may seek decisions & in=mal     
te*nical assi/ance f ! ,comptroll]      
,g5]al ( ! ,unit$ ,/ates conc]n+ !      
applicability ( prohibitions aga9/      
publicity or propag&a4  7#ad7 ,,usa4gov 
& o!r-,gov]nm5t wide plat=ms1 su* z     
log94gov1 h ! pot5tial to become        
int]active1 p]sonaliz$1 & compell+      
portals to ! ,f$]al ,gov]nm5t & enable !
 public to bo? address its ne$s1 le>n   
ab\t ! myriad ways 9 :i* ! ,f$]al       
,gov]nm5t improves ! lives ( ! public1 &
 develop a great] s5se ( pride 9 !      

,f$]al ,gov]nm5t4 ,h[ev]1 ! curr5t      
inc>nations ( ,gov]nm5t-wide            
communication plat=ms fall well %ort (  
?is vision4  #c4 ,s5se ( ,congress ,is x
 ! s5se ( ,congress t-- 7#a7 ag5cies    
mu/-- 7,a7 cont9ue to develop           
cu/om]-c5t]$ m9dsets z a means to       
provid+ high-quality1 responsive1       
inclusive1 reliable1 transp>5t1         
empa!tic1 c\rte\s1 & effici5t s]vices to
 ! p ( ! ,unit$ ,/ates2 &  7,b7 use     
public fe$back & human-c5t]$ design     
practices to cont9ually improve s]vices2
  7#b7 all ag5cy int]action ) ! public  
mu/ be se5 z an invaluable opportunity  
to /r5g!n ! bond ( tru/ betwe5 ! p ( !  
,unit$ ,/ates & ! ,f$]al ,gov]nm5t z a  
:ole2  7#c7 to ?is end1 ! ,f$]al        
,gov]nm5t mu/-- 7,a7 adopt a            
:ole-(-,gov]nm5t1 integrat$1 & ent]prise
 approa* to s]vice deliv]y2  7,b7 build 
out ! te*nical capacity ( ! ,f$]al      
,gov]nm5t1 z has be5 done ) ! e/abli%m5t
 ( ! ,unit$ ,/ates ,digital ,s]vice & ! 
,te*nology ,trans=mation ,s]vice ( !    

,g5]al ,s]vices ,adm9i/ration1 t creates
 a /rategy1 acc\ntability1 & p]=mance   
framework = id5tify+ & def9+ exp]i5ces &
 manag+ improvem5ts across ag5cy deliv]y
 sy/ems2  7,c7 enhance cu/om] exp]i5ce  
bas$ on an und]/&+ ( true ne$s ( !      
public1 r solely on individual ag5cy or 
program m&ates2  7,d7 id5tify ambiti\s  
ag5cy & ,gov]nm5t-wide cu/om] exp]i5ce  
priorities2  7,e7 develop consi/5t      
approa*es to cu/om] exp]i5ce across !   
,f$]al ,gov]nm5t1 z consi/5cy is c5tral 
to build+ ,gov]nm5t-wide tru/2 &  7,f7  
mobilize res\rces to support ! ,*ief (  
,/affs1 ,*ief ,op]at+ ,(fic]s1 or       
equival5t (ficials1 ( ag5cies & hold ^? 
(ficials acc\ntable = cu/om] exp]i5ce   
?r\gh /atutorily-e/abli%$ c\ncils1 su* z
 ! ,p]=mance ,improvem5t ,c\ncil1 !     
,*ief ,in=mation ,(fic]s ,c\ncil1 !     
,*ief ,data ,(fic]s ,c\ncil1 !          
,evaluation ,(fic] ,c\ncil1 ! ,*ief     
,human ,capital ,(fic]s ,c\ncil1 & !    
,presid5t's ,managem5t ,c\ncil2  7#d7   
:ile ! imp]ative to improve cu/om]      

exp]i5ce p>ticul>ly applies to          
high-impact s]vice provid]s1 :i* h      
frequ5t int]action ) ! public or high   
pr(iles1 all ag5cies1 no matt] ! scope (
 ! mission ( an ag5cy or ! mann] 9 :i*  
an ag5cy works1 h an obligation &       
opportunity to proactively & effectively
 communicate h[ ^? ag5cies s]ve ! public
 z a means t[>ds increas+ responsiv5ess 
& contribut+ to public tru/ 9 ! ,f$]al  
,gov]nm5t2  7#e7 to und]/& if in=mation 
is effectively communicat$ by ag5cies1  
ag5cy communication mu/ be tailor$ to   
ensure ! public receives & und]/&s      
in=mation ?r\gh-- 7,a7 human-level      
/ories2  7,b7 proactive outrea*2  7,c7  
mod]n design1 includ+ multim$ia2  7,d7  
opportunities = public p>ticipation2 &  
7,e7 fe$back & te/+2  7#f7 to inspire   
,f$]al employees & contractors to s]ve !
 public 9 a responsive1 creative1 &     
pr(essional mann]1 ag5cies mu/ improve  
employee engagem5t1 includ+ by-- 7,a7   
regul>ly solicit+ & respond+ to employee
 fe$back & improv+ int]nal ag5cy        

s]vices1 su* z human res\rces &         
in=mation te*nology2 &  7,b7 us+        
human-c5t]$ design practices2 &  7#g7   
simil>ly1 :5 ag5cies provide in=mation  
or s]vices to ea* o!r1 ^! int]actions   
%\ld be *>act]iz$ by effectiv5ess1 ease1
 & responsiv5ess to help enable fell[   
ag5cies to provide ! public )           
high-quality cu/om] exp]i5ce4  #d4      
,def9itions ,9 ?is ,act3 7#a7 ,ag5cy2   
cu/om] exp]i5ce2 employee engagem5t2    
,f$]al cu/om]2 ,f$]al employee2         
high-impact s]vice provid]2 volunt>y    
cu/om] fe$back ,! t]ms ag5cy1 cu/om]    
exp]i5ce1 employee engagem5t1 ,f$]al    
cu/om]1 ,f$]al employee1 high-impact    
s]vice provid]1 & volunt>y cu/om]       
fe$back h ! mean+ giv5 ^? t]ms 9 section
 #cba ( title #e1 ,unit$ ,/ates ,code1 z
 add$ by ?is ,act4  7#b7 ,director ,!   
t]m ,director means ! ,director ( !     
,(fice ( ,managem5t & ,budget4  7#c7    
,propag&a & publicity ,! t]m propag&a & 
publicity means in=mation produc$ &     
dissem9at$ by an ag5cy t is-- 7,a7      

self-aggr&iz+ or seeks to inflate !     
reputation ( an (ficial2  7,b7 a cov]t  
communication 9 :i* ! ag5cy does n      
disclose t ! ag5cy is ! s\rce ( !       
communication2 or  7,c7 purely p>tisan 9
 nature4  #e4 ,elevat+ cu/om] exp]i5ce &
 employee engagem5t )9 ! ,f$]al         
,gov]nm5t  7a7 ,requirem5ts = cu/om]    
exp]i5ce1 public communication1 &       
employee engagem5t  7#a7 ,9 g5]al ,*apt]
 #c ( title #e1 ,unit$ ,/ates ,code1 is 
am5d$ by add+ at ! end ! foll[+3  ,,iii 
,f$]al cu/om] exp]i5ce  #cba4           
,def9itions ,9 ?is sub*apt]3 7#a7 ,ag5cy
 ,! t]m ag5cy-- 7,a7 has ! mean+ give ! 
t]m 9 section #cjf7;f72 &  7,b7 includes
 ! ,unit$ ,/ates ,po/al ,s]vice4  7#b7  
,cu/om] exp]i5ce ,! t]m cu/om]          
exp]i5ce-- 7,a7 means ! ways 9 :i* !    
,f$]al ,gov]nm5t & ag5cies consid]      
,f$]al cu/om]s at ! c5t] ( ! decision   
mak+ process1 includ+ by-- 7i7 und]/&+  
ne$s f ! p]spective ( a ,f$]al cu/om]2  
7ii7 consid]+ ! entire j\rney ( a ,f$]al
 cu/om]1 in/ead ( simply ! po9t (       

s]vice2  7iii7 solicit+ & consid]+      
volunt>y cu/om] fe$back2 &  7iv7 measur+
 p]=mance2 &  7,b7 includes a           
consid]ation ( ! factors )9 any         
int]action betwe5 a ,f$]al cu/om] & an  
ag5cy1 or betwe5 ag5cies1 includ+1 )    
respect to ! int]action-- 7i7 ease2     
7ii7 effectiv5ess2  7iii7 emotional     
effect2  7iv7 p]ception or tru/2  7v7   
,f$]al employee int]action2 &  7vi7 any 
o!r factor t impacts ! ov]all tru/1     
satisfaction1 & confid5ce ( ! cu/om] 9 a
 program1 an ag5cy1 or ! ,f$]al         
,gov]nm5t z a :ole4  7#c7 ,director ,!  
t]m ,director means ! ,director ( !     
,(fice ( ,managem5t & ,budget4  7#d7    
,employee engagem5t ,! t]m employee     
engagem5t means-- 7,a7 ! height5$ s5se (
 commitm5t ( a ,f$]al employee or       
contractor to ! ag5cy = :i* ! ,f$]al    
employee works or ! contractor p]=ms    
s]vices & ! ,f$]al cu/om]s s]v$ by !    
,f$]al employee or contractor t results 
9 a m effici5t1 effective1 creative1 or 
c\rte\s outcome2 &  7,b7 ! ext5t to :i* 

a ,f$]al employee or contractor-- 7i7   
f9ds p]sonal mean+ & pride 9 ! "w ( !   
,f$]al employee or contractor2 &  7ii7 )
 respect to ! ag5cy s]v$ by ! ,f$]al    
employee or contractor1 feels-- 7,i7 a  
s5se ( belong+ 9 ! culture ( "w ( !     
ag5cy2  7,,ii7 valu$ by ! ag5cy & !     
public2 &  7,,iii7 t ! ag5cy regul>ly   
consid]s & is responsive to fe$back &   
human-c5t]$ design insights f ! ,f$]al  
employee or contractor4  7#e7 ,f$]al    
cu/om] ,! t]m ,f$]al cu/om]-- 7,a7      
means-- 7i7 a memb] ( ! public ( !      
,unit$ ,/ates2 &  7ii7 an entity t is   
directly impact$ by ! ,f$]al ,gov]nm5t1 
includ+-- 7,i7 memb] ( ! public ( !     
,unit$ ,/ates1 a bus9ess1 an            
organization1 or an ag5cy ( a ,/ate or  
unit ( local gov]nm5t1 ,tribal1 or      
t]ritorial t int]acts ) an ag5cy or     
,f$]al program-- 7aa7 directly2  7bb7   
?r\gh a ,f$]al contractor2 or  7cc7     
?r\gh a f$]ally fund$ program2  7,,ii7  
an applicant = a ,f$]al job1 a ,f$]al   
employee1 a contractor1 or a volunte] ( 

! ,f$]al ,gov]nm5t t int]acts ) an ag5cy
 or an int]nal process ( an ag5cy1      
includ+-- 7aa7 hir+2  7bb7 on-bo>d+2    
7cc7 human res\rces2  7dd7 in=mation    
te*nology s]vices2 &  7ee7 ef=ts to     
improve ag5cy p]=mance1 includ+ by      
sugge/+ process improvem5ts or report+  
fraud1 wa/e1 or abuse2  7,,iii7 an ag5cy
 t relies on ano!r ag5cy = in=mation or 
s]vices2 &  7,,iv7 ! recipi5t ( a ,f$]al
 aw>d1 includ+ a contract1 grant1 or    
loan4  7#f7 ,f$]al employee ,! t]m      
,f$]al employee has ! mean+ giv5 ! t]m  
employee 9 section #baje ( title #e1    
,unit$ ,/ates ,code4  7#g7 ,high-impact 
s]vice provid] ,! t]m high-impact s]vice
 provid] means an ag5cy or a compon5t ( 
an ag5cy designat$ z a high-impact      
s]vice provid] 9 guidance issu$ by !    
,director "u section #cbc7;b77#d74  7#h7
 ,human-c5t]$ design ,! t]m human-c5t]$ 
design means an approa* t[>ds design+   
int]active sy/ems1 processes1 products1 
s]vices1 or in=mation t aims to make ^? 
sy/ems1 processes1 products1 s]vices1 or

 in=mation m usable & useful by-- 7,a7  
focus+ on ! us]s ( ! sy/ems1 processes1 
or in=mation & ! ne$s & requirem5ts ( ^?
 us]s2 &  7,b7 apply+ k ( human factors 
& le>n+ f human fe$back & int]actions ) 
simil> sy/ems1 processes1 or in=mation4 
7#i7 ,volunt>y cu/om] fe$back ,! t]m    
volunt>y cu/om] fe$back means !         
submission ( in=mation1 an op9ion1      
appreciation1 or a conc]n by a ,f$]al   
cu/om] foll[+ an int]action ) an ag5cy t
 is-- 7,a7 solicit$ by ! ag5cy &        
id5tifi$ z volunt>y 9 ! solicitation2 & 
7,b7 volunt>ily made by ! ,f$]al cu/om] 
relat+ to ! p>ticul> s]vice (1 or       
int]action )1 ! ag5cy4  #cbb4 ,ag5cy    
requirem5ts  7a7 ,9 g5]al ,! head ( ea* 
ag5cy1 9 ord] to effectively pursue !   
mission ( ! ag5cy1 %all develop a       
high-quality cu/om] exp]i5ce by-- 7#a7  
allocat+ suffici5t res\rces to &        
prioritiz+-- 7,a7 cu/om] exp]i5ce       
capabilities2 &  7,b7 initiatives t may 
cut across budget acc\nts or program    
activities2  7#b7 reque/+ & draw+ on new

 exp]tise & tools relat+ to cu/om]      
exp]i5ce2  7#c7 adapt+ ,gov]nm5t-wide & 
global good practices relat+ to cu/om]  
exp]i5ce2  7#d7 ensur+ t ! process ( ea*
 ag5cy = solicit+ volunt>y cu/om]       
fe$back is z /reaml9$ z possible &      
requires limit$ int]nal review if !     
collection is )9 ! scope ( ! guidance   
provid$ by ! ,director2  7#e7 mak+ use (
 cu/om] exp]i5ce res\rces ( ! ,f$]al    
,gov]nm5t2 &  7#f7 us+ human-c5t]$      
design practices4  7b7 ,tools ,! head ( 
ea* ag5cy %all-- 7#a7 develop & use     
tools to-- 7,a7 exp]im5t ) diff]5t      
approa*es to improve cu/om] exp]i5ce2 & 
7,b7 collect qualitative & quantitative 
data on cu/om] exp]i5ce z ,f$]al cu/om]s
 engage ) ! ag5cy 9 a r\t9e1 flexible   
mann]1 includ+ ?r\gh human-c5t]$ design 
practices2  7#b7 ensure ! tools develop$
 "u p>agraph 7#a7 ensure ! privacy (    
,f$]al cu/om]s2  7#c7 use ! data        
collect$ "u p>agraph 7#a77;,b7 to       
cont9ually improve cu/om] exp]i5ce &    
ag5cy p]=mance2 &  7#d7 %>e ! data      

collect$ "u p>agraph 7#a77;,b7 ) rese>* 
entities to all[ = ext]nal analysis4    
7c7 volunt>y cu/om] fe$back  7#a7 ,9    
g5]al ,! head ( ea* ag5cy %all1 z       
appropriate1 solicit volunt>y cu/om]    
fe$back f ,f$]al cu/om]s4  7#b7         
,assi/ance  7,a7 ,9 g5]al ,! ,director  
%all assi/ ! heads ( ag5cies 9 c>ry+ out
 p>agraph 7#a7 by-- 7i7 ensur+ t !      
process = ag5cies to submit volunt>y    
cu/om] fe$back surveys = approval is z  
cle> & /reaml9$ z possible2 &  7ii7     
assi/+ ! heads ( ag5cies 9 collaborat+ )
 o!r ag5cies & ,/ate1 local1 ,tribal1 & 
t]ritorial gov]nm5ts to und]/& & respond
 to ! ne$s ( ,f$]al cu/om]s-- 7,i7 f !  
p]spectives ( ^? cu/om]s2 &  7,,ii7 n   
solely f ! p]spective ( ! m&ates ( !    
ag5cy4  7,b7 ,example ,an example ( a   
situation 9 :i* ! ,director %all assi/  
heads ( ag5cies "u subp>agraph          
7,a77ii77,,ii7 is :5 an opportunity =   
cross-ag5cy collaboration exi/s t meets 
! demon/rat$ int]e/ ( ! public ( !      
,unit$ ,/ates4  7#c7 ,requirem5ts ,)    

respect to any volunt>y cu/om] fe$back  
solicit$ by ! head ( an ag5cy1 ! head ( 
! ag5cy-- 7,a7 may n use ! volunt>y     
cu/om] fe$back z a basis to provide a   
,f$]al cu/om] ) inf]ior s]vice2 &  7,b7 
%all consid] privacy conc]ns &1 z       
appropriate1 anonymize ! volunt>y cu/om]
 fe$back to-- 7i7 all[ = c&id fe$back2 &
  7ii7 protect privacy4  7d7 ,ag5cy     
communication responsibilities  7#a7    
,public und]/&+ ,! head ( ea* ag5cy %all
 seek to-- 7,a7 increase public und]/&+ 
( ! m&ate ( ! ag5cy1 includ+ ! /atutes  
"u :i* ! ag5cy op]ates & f :i* ! ag5cy  
d]ives ! mission ( ! ag5cy2  7,b7       
provide ! public ) hi/orical & broad]   
context ( programs1 policies1 context1 &
 a*ievem5ts ( ! ag5cy1 includ+ human    
level /ories ( ! impact ( ! ag5cy2  7,c7
 employ %>$ design solutions1 effective 
human-c5t]$ design practices1 mod]n     
design tools1 int]active plat=ms1 &     
innovative p>ticipation me?ods to engage
 ! public 9 ! policy process ( ! ag5cy2 
&  7,d7 tailor ! cont5t & =mat (        

communications ( ! ag5cy bas$ on        
regional or demographic consid]ations & 
human-c5t]$ design practices4  7#b7     
,tools ,! head ( ea* ag5cy %all develop 
& use tools to und]/& ! progress ( !    
ag5cy t[>ds a*iev+ ! requirem5ts "u     
p>agraph 7#a71 includ+-- 7,a7 te/+2     
7,b7 fe$back2  7,c7 focus gr\ps2  7,d7  
public p>ticipation2 &  7,e7 human-c5t]$
 design practices & co-design processes4
  7e7 ,ag5cy consultation  7#a7 ,9 g5]al
 ,n less frequ5tly ?an annually1 ! head 
( ea* ag5cy %all consult ) ! ag5cies or 
(fices describ$ 9 section #cbc7;c77#a7  
to ensure t ! cu/om] exp]i5ce &         
communications approa*es ( ! ag5cy--    
7,a7 are engag+ & int]active2  7,b7     
incorporate good practices f ! private  
sector & human-c5t]$ design2 &  7,c7    
employ cutt+ edge digital tools1 includ+
 application programm+ int]faces &      
social m$ia & digital exp]i5ces4  7#b7  
,hi/orical p]spectives ,n less frequ5tly
 ?an annually1 ! head ( ea* ag5cy %all  
consult ) ! ,national ,ar*ives &        

,records ,adm9i/ration1 ! ,libr>y (     
,congress1 or ! hi/orians ( o!r relevant
 entities to obta9 advice & multim$ia   
cont5t relat+ to ! hi/orical p]=mance ( 
! ag5cy t c be us$ to provide context on
 ! orig9s & roles ( ! ag5cy ?r\gh\t     
hi/ory1 includ+ human level /ories ( !  
impact ( ! ag5cy4  #cbc4 ,,omb ,cu/om]  
exp]i5ce guidance  7a7 ,9 g5]al  7#a7   
,guidance ,n lat] ?an #ahj days aft] !  
date ( enactm5t ( ! ,tru/ 9 ,public     
,s]vice ,act1 ! ,director %all issue !  
guidance describ$ 9 subsection 7b7 =--  
7,a7 ag5cies2 &  7,b7 compon5ts (       
ag5cies1 z appropriate4  7#b7 ,=mat ,!  
,director may issue ! guidance requir$  
"u p>agraph 7#a7 9 a =mat *os5 by !     
,director1 :i* may include ,circul>     
,a-#aa ( ! ,(fice ( ,managem5t &        
,budget4  7b7 ,cont5ts ,! guidance      
describ$ 9 ?is subsection is z foll[s3  
7#a7 ,guidance consi/5t ) ?is sub*apt]  
to assi/ ag5cies 9 a*iev+ high-quality  
cu/om] exp]i5ce & cont9ually improv+    
s]vice deliv]y across ! ,f$]al          

,gov]nm5t4  7#b7 ,guidance t requires an
 ag5cy or compon5t ( an ag5cy to include
 pr9ciples ( cu/om] exp]i5ce 9-- 7,a7   
/&>d op]at+ proc$ures ( ! ag5cy or      
compon5t ( ! ag5cy2  7,b7 rules 7z def9$
 9 section #eea ( title #e1 ,unit$      
,/ates ,code7 issu$ by ! ag5cy or       
compon5t ( ! ag5cy2 &  7,c7 simil>      
docum5ts ( ! ag5cy or compon5t ( !      
ag5cy4  7#c7 ,guidance t-- 7,a7 requires
 an ag5cy to communicate ! impact (     
programs ( ! ag5cy to ! public1 includ+ 
?r\gh communication t-- 7i7 is          
human-c5t]$1 includ+ multim$ia & good   
design2  7ii7 uses /ories ( human       
impact2  7iii7 all[s = ! public to      
contribute p]sonal acc\nts2  7iv7 is    
p>ticipatory 9 nature2 &  7v7 is tailor$
 to regional or demographic             
consid]ations2 &  7,b7 rem9ds ag5cies t1
 al?\gh provisions ( annual             
appropriations ,acts typically b>       
ag5cies f engag+ 9 imp]missible         
publicity or propag&a1 includ+          
self-aggr&izem5t1 cov]t propag&a1 &     

purely p>tisan communications1 ^?       
provisions d n re/rict ag5cies f engag+ 
9 legitimate activities to in=m ! public
 ab\t ag5cy programs ?r\gh a            
communication describ$ 9 subp>agraph    
7,a74  7#d7 ,guidance 9 :i* ! ,director 
designates c]ta9 ag5cies or compon5ts ( 
ag5cies z high-impact s]vice provid]s   
bas$ on ! foll[+ consid]ations3 7,a7    
,:e!r an ag5cy or compon5t has a l>ge   
base ( ,f$]al cu/om]s s]v$ by ! ag5cy or
 compon5t4  7,b7 ,:e!r an ag5cy or      
compon5t has a high impact on ,f$]al    
cu/om]s s]v$ by ! ag5cy or compon5t4    
7,c7 ,:e!r1 ) respect to an ag5cy or    
compon5t1 ! public ex*anges "t1 money1  
or in=mation ) ! ag5cy or compon5t to   
receive a good1 s]vice1 or au?orization4
  7,d7 ,:e!r ag5cies or compon5ts h     
high-pr(ile ,f$]al cu/om]-fac+ s]vices1 
regulatory functions1 or in=mational    
roles1 includ+ op]at+ websites or       
communication portals ( ! ,f$]al        
,gov]nm5t1 su* z usa4gov4  7,e7 ,o!r    
ag5cies or compon5ts1 bas$ on factors t 

give ! ag5cy or compon5t an ability to  
positively or negatively influ5ce !     
public p]ception ( ! ,f$]al ,gov]nm5t4  
7#e7 ,guidance t1 ) respect to          
high-impact s]vice provid]s-- 7,a7      
e/abli%es s]vice /&>ds1 z appropriate2  
7,b7 emphasizes res\rces1 expectations1 
& good practices1 includ+ ! use (       
human-c5t]$ design2 &  7,c7 requires    
high-impact s]vice provid]s to publicly 
commit to1 & report on1 ,f$]al cu/om]   
exp]i5ce /&>ds1 z appropriate4  7#f7    
,guidance t1 ) respect to ag5cies or    
compon5ts ( ag5cies t are n high-impact 
s]vice provid]s-- 7,a7 highlights t ^?  
ag5cies & compon5ts h an obligation to  
f9d creative means to in=m ! public ab\t
 ! ways 9 :i* ^? ag5cies or compon5ts   
s]ve ! public2 &  7,b7 emphasizes       
expectations1 res\rces1 & good          
practices1 includ+ ! use ( human-c5t]$  
design1 = ^? ag5cies & compon5ts1       
includ+ maximiz+ ! contribution ( !     
ag5cy or compon5t to ov]all tru/ 9 !    
,f$]al ,gov]nm5t4  7#g7 ,guidance t1 )  

respect to volunt>y cu/om] fe$back--    
7,a7 provides ag5cies ) be/ practices1  
templates1 & /&>ds = collect+           
qualitative & quantitative data relat+  
to ,gov]nm5t-wide cu/om] exp]i5ce &     
volunt>y cu/om] fe$back2  7,b7 enables  
cross-ag5cy b5*m>k+ & ! improvem5t (    
cu/om] exp]i5ce2 &  7,c7 includes-- 7i7 
guidel9es & support = us] data collect$ 
f websites & =ms relat+ to cu/om]       
exp]i5ce1 includ+ visits1 task          
completion rates1 "t tak51 drop out     
po9ts1 & o!r relevant areas2 &  7ii7    
guidance on volunt>y cu/om] fe$back data
 collection relat+ to us] compreh5sion &
 satisfaction1 includ+ guidance = h[    
ag5cies %\ld communicate ! purpose ( a  
data collection reque/ & h[ ! ag5cy uses
 volunt>y cu/om] fe$back to influ5ce !  
policy & programs ( ! ag5cy4  7#h7      
,guidance t id5tifies any privacy risks 
to ,f$]al cu/om]s & h[ ^? risks &       
mitigation measures = ^? risks %\ld be  
communicat$ to ! public4  7#i7 ,guidance
 t cle>ly expla9s ! process by :i*      

ag5cies & compon5ts ( ag5cies %all      
solicit volunt>y cu/om] fe$back & o!r   
le>n+ & fe$back tools1 su* z focus gr\ps
 & usability te/+1 :i* %all-- 7,a7      
balance-- 7i7 quality control & risk    
managem5t relat+ to ! solicitation (    
volunt>y cu/om] fe$back2 &  7ii7 r$uc+  
unnecess>y delay or burd5s on ag5cies & 
compon5ts ( ag5cies t inhibit or sl[ !  
solicitation ( volunt>y cu/om] fe$back2 
&  7,b7 outl9e a /reaml9$ process =     
ag5cies & compon5ts ( ag5cies t         
demon/rate ! capability to design &     
conduct high-quality ,f$]al cu/om]      
surveys or o!r capabilities t-- 7i7 may 
include-- 7,i7 blanket approvals2 &     
7,,ii7 waiv]s2 &  7ii7 does n require   
re-approval = m9imal *anges4  7#aj7     
,guidance t requires ,gov]nm5t-wide     
employee engagem5t1 includ+-- 7,a7 !    
,f$]al ,employee ,viewpo9t ,survey ( !  
,(fice ( ,p]sonnel ,managem5t2  7,b7 z  
appropriate1 ! collection ( additional1 
real-"t volunt>y qualitative &          
quantitative fe$back f ,f$]al employees2

 &  7,c7 ! developm5t ( an explicit     
employee engagem5t measure by !         
,director ( ! ,(fice ( ,p]sonnel        
,managem5t t aligns ) exi/+ public      
sector employee engagem5t measures4     
7#aa7 ,guidance t includes be/ practices
 on ! appropriate use ( metrics by      
ag5cies t-- 7,a7 promotes true          
improvem5t & le>n+ & ! "r inc5tives =   
,f$]al employees & ! lead]%ip ( ag5cies2
 &  7,b7 9 ord] to avoid metrics t      
create p]v]se inc5tives1 cl>ifies t     
c]ta9 cu/om] exp]i5ce or employee       
engagem5t measures %\ld n be us$ =      
adv]se p]sonnel actions or promotion4   
7c7 ,collaboration  7#a7 ,9 g5]al ,9    
develop+ ! guidance issu$ "u subsection 
7a71 ! ,director %all collaborate )--   
7,a7 ! ,adm9i/rator ( ,g5]al ,s]vices ) 
respect to cu/om] exp]i5ce good         
practices1 includ+ ! use ( human-c5t]$  
design1 data collection & use1 usability
 te/+1 evaluation sci5ce1 behavioral    
sci5ce1 human-c5t]$ design1 ! use (     
ag5cy websites & digital communication  

tools1 & p]sonnel support2  7,b7 !      
,director ( ! ,(fice ( ,p]sonnel        
,managem5t ) respect to-- 7i7 employee  
engagem5t2  7ii7 hir+ au?orities =      
recruit+ subject matt] exp]ts2 &  7iii7 
develop+ a cu/om] exp]i5ce-ori5t$       
work=ce2  7,c7 ! ,adm9i/rator ( ! ,unit$
 ,/ates ,digital ,s]vice ) respect to   
p]sonnel1 human-c5t]$ design1 digital   
exp]i5ce good practices1 & innovation2  
7,d7 ! ,(fice ( ,in=mation & ,regulatory
 ,affairs & ! ,(fice ( ! ,f$]al ,*ief   
,in=mation ,(fic] ( ! ,(fice (          
,managem5t & ,budget ) respect to-- 7i7 
provid+ te*nical assi/ance 9            
,gov]nm5t-wide data collection2 &  7ii7 
balanc+-- 7,i7 ! quality control ( ag5cy
 data collection reque/s2 &  7,,ii7     
r$uc+ unnecess>y delay or burd5s on     
ag5cies1 p>ticul>ly ) volunt>y cu/om]   
fe$back & focus gr\ps2  7,e7 ! ,(fice ( 
,sci5ce & ,te*nology ,policy ) respect  
to good practices 9 behavioral sci5ces &
 human-c5t]$ design2  7,f7 ! ,national  
,ar*ives & ,records ,adm9i/ration & !   

,libr>y ( ,congress ) respect to        
hi/orical context1 multim$ia1 & /ories (
 ag5cy a*ievem5t ?r\gh\t hi/ory2 &  7,g7
 any o!r entity det]m9$ appropriate by !
 ,director4  7#b7 ,support ,9           
collaborat+ ) ! entities describ$ 9     
p>agraph 7#a71 ! ,director %all ensure t
 ^? entities h suffici5t res\rces to    
c>ry out ! collaboration4  7d7 ,updates 
,n lat] ?an #a ye> aft] ! date on :i*   
guidance is issu$ "u subsection 7a71 &  
annually !reaft]1 ! ,director %all      
update ! guidance4  4  7#b7 ,cl]ical    
am5dm5t ,! table ( sections = *apt] #c1 
,unit$ ,/ates ,code1 is am5d$ by add+ at
 ! end ! foll[+3  ,,sub*apt]            
,,iii--,f$]al cu/om] exp]i5ce #cba4     
,def9itions4 #cbb4 ,ag5cy requirem5ts4  
#cbc4 ,,omb ,cu/om] exp]i5ce guidance4  
4  #f4 ,recogniz+ exceptional p]=mance &
 e>ly adopt]s  7a7 ,e/abli%m5t ,!       
,director may e/abli% #a or m programs  
t1 on an annual basis1 recognize        
individuals & teams across ! ,f$]al     
work=ce1 ! d$ication ( :i* supports--   

7#a7 ! e>ly adoption ( innovative cu/om]
 exp]i5ce tools or human-c5t]$ design   
practices by an ag5cy to improve-- 7,a7 
p]=mance2  7,b7 cu/om] exp]i5ce2 or     
7,c7 public communication2 or  7#b7 !   
exceptional deliv]y by an ag5cy (-- 7,a7
 results t aligns ) ! mission ( ! ag5cy2
  7,b7 cu/om] exp]i5ce2  7,c7 public    
communication2 &  7,d7 ! acc\ntable     
/ew>d%ip ( res\rces4  7b7 ,public       
p>ticipation ,a program e/abli%$ "u     
subsection 7a7 may involve a me*anism to
 fo/] p>ticipation 9 ! recognition ef=ts
 ( ! program by-- 7#a7 memb]s ( ! g5]al 
public2  7#b7 ,f$]al employees2 &  7#c7 
memb]s ( ,congress or congressional     
committees4  7c7 ,public communication  
,a program e/abli%$ "u subsection 7a7   
may include ye>-r\nd & int]active public
 communication ef=ts to ensure t !      
a*ievem5ts ( individuals & teams        
recogniz$ by ! program are communicat$  
to ! public 9 a mann] t-- 7#a7 is       
compell+2  7#b7 is tailor$ to regional &
 demographic consid]ations2 &  7#c7     

emphasizes ! bread? & scope ( ongo+ &   
exceptional ef=ts ( ! ,f$]al ,gov]nm5t  
to s]ve ! public4  #g4 ,integrat+ cu/om]
 exp]i5ce into titles #e & #ca  7a7     
,title #e am5dm5ts  7#a7 ,ag5cy /rategic
 plans ,section #cjf ( title #e1 ,unit$ 
,/ates ,code1 is am5d$-- 7,a7 9         
subsection 7a7-- 7i7 9 p>agraph 7#h7--  
7,i7 by ins]t+ & ag5cy cu/om] fe$back   
data aft] ! program evaluations2 &      
7,,ii7 by /rik+ & at ! end2  7ii7 9     
p>agraph 7#i77;,f71 by /rik+ ! p]iod at 
! end & ins]t+ 2 &2 &  7iii7 by add+ at 
! end ! foll[+3  7#aj7 a description (  
h[ ! goals & objectives ( ! ag5cy       
contribute to improv$ cu/om] exp]i5ce & 
public confid5ce 9 ! ag5cy4  2 &  7,b7 9
 subsection 7f7-- 7i7 by /rik+ section !
 t]m & ins]t+ 8section--  7#a7 ! t]m  2 
7ii7 9 p>agraph 7#a71 z s designat$1 by 
/rik+ ! p]iod at ! end & ins]t+ a semi  
colon2 &  7iii7 by add+ at ! end !      
foll[+3  7#b7 ! t]m ag5cy cu/om] means a
 ,f$]al cu/om] ( an ag5cy2 &  7#c7 ! t]m
 cu/om] exp]i5ce & ,f$]al cu/om] h !    

mean+s giv5 ^? t]ms 9 section #cba4  4  
7#b7 ,ag5cy evid5ce-build+ plan ,section
 #cab7;a7 ( title #e1 ,unit$ ,/ates     
,code1 is am5d$-- 7,a7 9 ! matt] prec$+ 
p>agraph 7#a71 by ins]t+ cu/om] exp]i5ce
 7z def9$ 9 section #cba71 be=e &       
regulations2 &  7,b7 9 p>agraph 7#a71 by
 ins]t+ & improve cu/om] exp]i5ce 7z    
def9$ 9 section #cba7 aft] support      
policymak+4  7#c7 ,functions ( !        
,director ( ! ,(fice ( ,p]sonnel        
,managem5t ,section #aajc7;c77#b7 (     
title #e1 ,unit$ ,/ates ,code1 is       
am5d$-- 7,a7 9 subp>agraph 7,a7-- 7i7 9 
clause 7i71 by /rik+ & at ! end2  7ii7  
by r$esignat+ clause 7ii7 z clause      
7iii72 &  7iii7 by ins]t+ aft] clause   
7i7 ! foll[+3  7ii7 ensur+ employee     
engagem5t 7z def9$ 9 section #cba7 is a 
c5tral compon5t ( ! /rategy & priorities
 ( ^? ag5cies2 &  2 &  7,b7 9           
subp>agraph 7,d71 by ins]t+ & leads to  
high-quality cu/om] exp]i5ce 7z def9$ 9 
section #cba7 aft] work=ce4  7b7 ,title 
#ca am5dm5ts  7#a7 ,f$]al ,gov]nm5t &   

ag5cy p]=mance plans  7,a7 ,9 g5]al     
,section #aaae ( title #ca1 ,unit$      
,/ates ,code1 is am5d$-- 7i7 9          
subsection 7a7-- 7,i7 9 p>agraph 7#e71  
by /rik+ & at ! end2  7,,ii7 9 p>agraph 
7#f7-- 7aa7 by ins]t+ 1 includ+ factors 
t make x m difficult = ag5cies to le>n  
?r\gh volunt>y cu/om] fe$back1 te/+1    
focus gr\ps1 human-c5t]$ design         
practices1 or o!rwise fo/] active public
 p>ticipation 9 ,gov]nm5t1 aft] 9       
nature2 &  7bb7 by /rik+ ! p]iod at !   
end & ins]t+ 2 &2 &  7,,iii7 by add+ at 
! end ! foll[+3  7#g7 id5tify entities1 
:i* %all include ! ,(fice ( ,managem5t &
 ,budget & ! entities li/$ 9 section    
#cbc7;c77#a7 ( title #e1 ) mission      
support & coord9ation functions to      
enable o!r ag5cies to improve cu/om]    
exp]i5ce & employee engagem5t & reque/  
suffici5t budgets4  2  7ii7 9 subsection
 7b7-- 7,i7 9 p>agraph 7#a71 by ins]t+ 1
 :i* %all include at lea/ #a p]=mance   
goal relat$ to cu/om] exp]i5ce aft] next
 fiscal ye>2  7,,ii7 9 p>agraph         

7#e77;,a71 by ins]t+ 1 includ+ ov]all   
employee engagem5t consid]ations1 :i*   
%all include solicit+ & respond+ to     
fe$back f employees aft] p]=mance goals2
  7,,iii7 9 p>agraph 7#f71 by /rik+     
cu/om] s]vice & ins]t+ cu/om] exp]i5ce2 
7,,iv7 by r$esignat+ p>agraphs 7#i7 &   
7#aj7 z p>agraphs 7#aj7 & 7#aa71        
respectively2 &  7,v7 by ins]t+ aft]    
p>agraph 7#h7 ! foll[+3  7#i7 describe  
cu/om] exp]i5ce opportunities & *all5ges
 fac+ ! ag5cy & id5tify-- 7,a7 key      
int]action po9ts betwe5 ! ag5cy & !     
public2  7,b7 ,f$]al cu/om] ne$s 9      
relation to ! ov]all ag5cy mission1 :i* 
may draw f report+ requir$ "u section   
#aaaf2  7,c7 capabilities1 res\rces1    
trade(fs1 con/ra9ts1 & risks relat$ to  
cu/om] exp]i5ce2 &  7,d7 ! l9kage betwe5
 cu/om] exp]i5ce & employee engagem5t1  
includ+-- 7i7 cultural /r5g?s & weakness
 among ! work=ce t ei!r enable          
high-quality cu/om] exp]i5ce or r5d]    
high-quality cu/om] exp]i5ce difficult2 
7ii7 capability1 res\rce1 or /atutory   

*all5ges1 trade(fs1 con/ra9ts1 or risks 
relat$ to employee engagem5t2 &  7iii7 !
 voice ( employees & ! ext5t to :i*     
ag5cies regul>ly solicit1 consid]1 &    
respond to employee fe$back2  2  7iii7  
by r$esignat+ subsection 7h7 z          
subsection 7i72  7iv7 by ins]t+ aft]    
subsection 7g7 ! foll[+3  7h7 ,ag5cies &
 compon5ts ( ag5cies1 p>ticul>ly        
high-impact s]vice provid]s 7z def9$ 9  
section #cba ( title #e71 are enc\rag$  
to develop m detail$ cu/om] exp]i5ce    
action plans 9 coord9ation ) ! ,(fice ( 
,managem5t & ,budget4  2 &  7v7 9       
subsection 7i71 z s r$esignat$1 by /rik+
 p>agraph 7#c7 & ins]t+ ! foll[+3  7#c7 
cu/om] exp]i5ce1 ! t]m employee         
engagem5t1 & ! t]m ,f$]al cu/om] h !    
mean+s giv5 su* t]ms 9 section #cba (   
title #e2  4  7,b7 ,te*nical & con=m+   
am5dm5ts  7i7 ,section                  
#aabb7;a77#a77;,d7 ( title #ca1 ,unit$  
,/ates ,code1 is am5d$ by /rik+ section 
#aaae7;h7 & ins]t+ section #aaae4  7ii7 
,section #fdja7b77;,a7 ( title #ca1     

,unit$ ,/ates ,code1 is am5d$ by /rik+  
section #aaae7;h7 & ins]t+ section      
#aaae4  7#b7 ,ag5cy p]=mance report+    
,section #aaaf7;a7 ( title #ca1 ,unit$  
,/ates ,code1 is am5d$ by ins]t+ 1 :i*  
%all include cu/om] exp]i5ce z a c5tral 
compon5t aft] p]=mance4  7#c7 ,f$]al    
,gov]nm5t & ag5cy priority goals        
,section #aabj7;a77#a77;,b7 ( title #ca1
 ,unit$ ,/ates ,code1 is am5d$-- 7,a7 9 
clause 7iv71 by /rik+ & at ! end2  7,b7 
9 clause 7v71 by add+ & at ! end2 &     
7,c7 by add+ at ! end ! foll[+3  7vi7   
cu/om] exp]i5ce4  4  7#d7 ,transp>5cy ( 
programs1 priority goals1 & results     
,section #aabb7;c7 ( title #ca1 ,unit$  
,/ates ,code1 is am5d$-- 7,a7 9 p>agraph
 7#h71 by /rik+ & at ! end2  7,b7 9     
p>agraph 7#i71 by /rik+ ! p]iod at ! end
 & ins]t+ 2 &2 &  7,c7 by add+ at ! end 
! foll[+3  7#aj7 an assessm5t ( ov]all  
tru/ 9 ! ,f$]al ,gov]nm5t & cu/om]      
exp]i5ce1 includ+ an assessm5t (-- 7,a7 
ag5cy & sector-specific 7su* z heal?7   
consid]ations1 progress1 & a*ievem5ts2  

7,b7 %ortcom+s & :]e m progress mu/ be  
made2  7,c7 ext]nal con/ra9ts2 &  7,d7  
human-level case /udies ( high p]=mance4
  4  #h4 ,adequately res\rc+ cu/om]     
exp]i5ce & employee engagem5t  7a7      
,includ+ cu/om] exp]i5ce 9 ,f$]al       
,citiz5 ,s]vices ,fund  7#a7 ,9 g5]al   
,section #cbc ( title #dj1 ,unit$ ,/ates
 ,code1 is am5d$-- 7,a7 by /rik+ !      
section head+ & ins]t+ ,f$]al ,citiz5   
,s]vices ,fund2 &  7,b7 9 subsection    
7a71 by /rik+ purpose ( & all t foll[s &
 ins]t+ 8purpose (--  7#a7 dissem9at+   
,f$]al ,gov]nm5t in=mation to ! public2 
7#b7 improv+-- 7,a7 cu/om] exp]i5ce 7z  
def9$ 9 section #cba ( title #e72  7,b7 
me*anisms = public p>ticipation 9 !     
,f$]al ,gov]nm5t2 &  7,c7 communication 
( ! ,f$]al ,gov]nm5t to ! public1       
includ+ tailor$ messag+ & human-c5t]$   
/ories ( ! impact ( ! ,f$]al ,gov]nm5t1 
includ+ ?r\gh human-c5t]$ design        
practices2 &  7#c7 o!r relat$ purposes4 
4  7#b7 ,con=m+ am5dm5t ,! table (      
sections = *apt] #c ( title #dj1 ,unit$ 

,/ates ,code1 is am5d$ by /rik+ ! item  
relat+ to section #cbc & ins]t+ !       
foll[+3  #cbc4 ,f$]al ,citiz5 ,s]vices  
,fund4  4  7b7 ,,omb ,transf] au?ority  
7#a7 ,9 g5]al ,) ! approval ( !         
,director1 ! head ( an ag5cy may transf]
 funds available to ! ag5cy f           
appropriations to f9ance cu/om] exp]i5ce
 activities4  7#b7 ,am\nt ,! am\nts     
transf]r$ by ! head ( an ag5cy "u       
p>agraph 7#a7 may n exce$ #aj1jjj1jjj 9 
a fiscal ye>4  7#c7 ,aggregate          
limitation ,! total am\nt ( transf]s    
approv$ by ! ,director "u p>agraph 7#a7 
may n exce$ #ej1jjj1jjj 9 a fiscal ye>4 
7#d7 ,notification ,n lat] ?an #cj days 
be=e ! date on :i* ! head ( an ag5cy    
executes a transf] au?oriz$ "u p>agraph 
7#a71 ! head ( ! ag5cy %all notify !    
,committee on ,appropriations ( ! ,s5ate
 & ! ,committee on ,appropriations ( !  
,h\se ( ,repres5tatives4  7#e7 ,sunset  
,! au?ority to make a transf] "u ?is    
subsection %all t]m9ate on ,septemb]    
#cj1 #bjbf4  #i4 ,*ief ,cu/om] ,exp]i5ce

 ,(fic] ( ! ,unit$ ,/ates  7a7          
,e/abli%m5t ,n lat] ?an #cj days aft] ! 
date ( enactm5t ( ?is ,act1 ! ,director 
%all e/abli% ! ,(fice ( ,cu/om]         
,exp]i5ce4  7b7 ,*ief cu/om] exp]i5ce   
(fic] ,! ,(fice ( ,cu/om] ,exp]i5ce %all
 be l$ by ! ,*ief ,cu/om] ,exp]i5ce     
,(fic] ( ! ,unit$ ,/ates1 :o %all be    
appo9t$ by ! ,director4  7c7            
,qualifications ,! ,*ief ,cu/om]        
,exp]i5ce ,(fic] ( ! ,unit$ ,/ates %all 
h demon/rat$ tra9+ & exp]i5ce 9-- 7#a7  
complex int]-organizational coord9ation2
  7#b7 managem5t2  7#c7 e/abli%+ cu/om] 
exp]i5ce programs )9 s]vice deliv]y     
organizations2  7#d7 cu/om] exp]i5ce    
discipl9es1 su* z product managem5t1    
und]/&+ ! true ne$s ( cu/om]s1 exp]i5ce 
& p]ception measurem5t1 & human-c5t]$   
design rese>*2  7#e7 employee engagem5t2
 &  7#f7 public communications or       
m>ket+4  7d7 ,functions ,! ,*ief ,cu/om]
 ,exp]i5ce ,(fic] ( ! ,unit$ ,/ates     
%all-- 7#a7 s]ve z a voice = ! public )9
 s5ior level int]ag5cy policy processes1

 includ+ by-- 7,a7 advocat+ = ! means to
 solicit & respond to public fe$back &  
human-c5t]$ design insights to in=m     
program & s]vice design & deliv]y2  7,b7
 enhanc+ public p>ticipation 9 ! plann+1
 execution1 & evaluation ( ag5cy        
programs2 &  7,c7 provid+ ! public )    
timely & compell+ communication ab\t !  
impact ( ! policy & programs ( ! ,f$]al 
,gov]nm5t t is tailor$ to regional or   
demographic consid]ations2  7#b7 s]ve z 
! *ief (ficial responsible = improv+    
public tru/ 9 ! ,f$]al ,gov]nm5t1       
includ+ by1 9 consultation ) ! heads (  
ag5cies-- 7,a7 e/abli%+ ambiti\s        
,gov]nm5t-wide1 sector-specific 7su* z  
heal?71 & ag5cy t>gets2 &  7,b7 id5tify+
 ,gov]nm5t-wide focal po9ts1 includ+    
call c5t]s1 & ag5cy & ,gov]nm5t-wide    
public websites us+ human-c5t]$ design  
practices2  7#c7 9 collaboration ) !    
,deputy ,director = ,managem5t-- 7,a7   
e/abli% priorities1 goals1 & t>gets t   
are cross-ag5cy1 sector-specific 7su* z 
heal?71 exp]i5ce-specific 7su* z        

retirem5t71 ,gov]nm5t-wide1 &           
ag5cy-specific2  7,b7 assess ne$s &     
opportunities to improve cu/om]         
exp]i5ce2 &  7,c7 conv5e ,*ief ,op]at+  
,(fic]s1 or equival5t (ficials1 (       
ag5cies ?r\gh meet+s ( ! ,presid5t's    
,managem5t ,c\ncil1 or simil> means to--
 7i7 align res\rces ) priorities2  7ii7 
assign responsibility2 &  7iii7 ensure  
acc\ntability2  7#d7 9 collaboration ) !
 heads ( ! ag5cies li/$ 9 section       
#cbc7;c77#a7 ( title #e1 ,unit$ ,/ates  
,code-- 7,a7 develop a ,gov]nm5t-wide   
s]vice deliv]y /rategy to s]ve z a focal
 po9t = ! public & include cu/om] s]vice
 /&>ds 9 ! /rategy1 z appropriate2  7,b7
 capture & develop ,gov]nm5t-wide &     
sector-specific be/ practices =-- 7i7   
cu/om] exp]i5ce2  7ii7 employee         
engagem5t2  7iii7 design ( websites &   
int]active portals1 onl9e =ms1 social   
m$ia1 & o!r digital plat=ms ( ag5cies2 &
  7iv7 communication2  7,c7 enc\rage    
cross-ag5cy ef=ts relat+ to improv+     
cu/om] exp]i5ce2 &  7,d7 pilot &        

implem5t innovative te*nologies &       
/rategies f human-c5t]$ design to       
improve cu/om] exp]i5ce2  7#e7 id5tify--
 7,a7 life mom5ts ( ,f$]al ,gov]nm5t    
cu/om]s 9 :i* ag5cies h a role2 &  7,b7 
o!r key focal po9ts or int]actions t are
 p>ticul>ly sali5t = int]action ( !     
public ) ! ,f$]al ,gov]nm5t2  7#f7 9    
collaboration ) ! heads ( ag5cies &     
,/ate & municipal gov]nm5ts1 develop    
innovative & collaborative means to     
improve h[ ! ,f$]al ,gov]nm5t meets !   
curr5t & future ne$s ( ! public2  7#g7  
develop a framework to help ag5cies     
accurately assess ! true co/s1 b5efits1 
& co/s ( inaction ) respect to improv+  
cu/om] exp]i5ce1 tak+ into acc\nt ! _m  
b5efits ( improv$ public engagem5t1     
includ+ receiv+ m accurate & timely     
public data inputs2 &  7#h7 9           
collaboration ) ! heads ( relevant      
ag5cies1 develop good practices on      
cu/om] exp]i5ce & employee engagem5t1   
includ+ ?r\gh engagem5t & dialogue )    
advocacy gr\ps1 private sector          

organizations1 & =eign gov]nm5t         
(ficials4  #aj4 ,integrat+ ,cu/om]      
,exp]i5ce into ! ,responsibilities (    
,key ,ag5cy ,(ficials  7a7 ,p]=mance    
,improvem5t ,(fic]s & ! ,p]=mance       
,improvem5t ,c\ncil ,section #aabd (    
title #ca1 ,unit$ ,/ates ,code1 is      
am5d$-- 7#a7 9 subsection 7a77#b7-- 7,a7
 by r$esignat+ subp>agraphs 7,b7 ?r\gh  
7,f7 z subp>agraphs 7,c7 ?r\gh 7,g71    
respectively2  7,b7 by ins]t+ aft]      
subp>agraph 7,a7 ! foll[+3  7,b7 9      
consultation ) ag5cy /aff responsible = 
cu/om] exp]i5ce & communications1 advise
 ! head ( ! ag5cy & ! ,*ief ,op]at+     
,(fic]1 or an equival5t (ficial1 on !   
ag5cy contribution to public tru/ 9     
,gov]nm5t1 includ+ ?r\gh cu/om]         
exp]i5ce1 me*anisms = public            
p>ticipation 9 ,gov]nm5t1 &             
communication ) ! public on ag5cy       
p]=mance1 consi/5t ) subp>agraph 7,g72  
2  7,c7 9 subp>agraph 7,d71 z s         
r$esignat$1 by ins]t+ 1 ) an emphasis on
 cu/om] exp]i5ce be=e ! semicolon2  7,d7

 9 subp>agraph 7,e71 z s r$esignat$1 by 
ins]t+ & solicit+ volunt>y cu/om]       
exp]i5ce fe$back aft] ag5cy p]=mance2   
7,e7 9 subp>agraph 7,f71 z s r$esignat$1
 by /rik+ & at ! end2  7,f7 9           
subp>agraph 7,g71 z s r$esignat$1 by    
/rik+ ! p]iod at ! end & ins]t+ 2 &2 &  
7,g7 by add+ at ! end ! foll[+3  7,h7 9 
collaboration ) o!r relevant (ficials1  
revise & update ! website ( ! ag5cy &   
develop & implem5t proactive public     
outrea* /rategies t emphasize           
human-level /ories ( impact1 geographic 
or demographic consid]ations ( ! t>get  
audi5ce1 & human c5t]$ design1 9        
collaboration ) o!r ag5cy (ficials &    
support ag5cies1 includ+ ! ,unit$ ,/ates
 ,digital ,s]vice & ! ,g5]al ,s]vices   
,adm9i/ration4  2 &  7#b7 9 subsection  
7b77#b7-- 7,a7 9 subp>agraph 7,b71 by   
ins]t+ 1 especially relat$ to cu/om]    
exp]i5ce be=e ! semicolon2  7,b7 9      
subp>agraph 7,d71 by ins]t+ especially  
cu/om] exp]i5ce1 & b>ri]s to develop+ & 
enhanc+ public tru/ 9 ,gov]nm5t1 aft]   

p]=mance issues12 &  7,c7 9 subp>agraph 
7,h7 by ins]t+ & cu/om] exp]i5ce aft]   
p]=mance improvem5t exp]i5ces4  7b7     
,ag5cy ,*ief ,human ,capital ,(fic]s    
,section #adja7a7 ( title #e1 ,unit$    
,/ates ,code1 is am5d$ by ins]t+ 1 ) an 
emphasis on enhanc+ employee engagem5t  
7z def9$ 9 section #cba7 be=e !         
semicolon4  7c7 ,au?orities & functions 
( ,*ief ,human ,capital ,(fic]s ,section
 #adjb7;a77#d7 ( title #e1 ,unit$ ,/ates
 ,code1 is am5d$ to read z foll[s3  7#d7
 ! hir+ & p]=mance managem5t au?orities 
= develop+ & advocat+ a culture (       
cont9u\s le>n+ & employee engagem5t 7z  
def9$ 9 section #cba7 to attract & reta9
 employees ) sup]ior abilities1         
motivation1 & pride 9 _! "w :o w        
contribute to ov]all ag5cy p]=mance &   
cu/om] exp]i5ce 7z def9$ 9 section      
#cba71 :i* %all be delegat$ to ! ,*ief  
,human ,capital ,(fic] by ! ,director ( 
! ,(fice ( ,p]sonnel ,managem5t2  4  7d7
 ,*ief ,in=mation ,(fic] au?orities     
,section #aacai7;d77#a7 ( title #dj1    

,unit$ ,/ates ,code1 is am5d$-- 7#a7 by 
r$esignat+ subp>agraphs 7,c71 7,d71     
7,e71 7,f71 7,g71 & 7,h7 z subp>agraphs 
7,d71 7,e71 7,f71 7,g71 7,h71 & 7,i71   
respectively2 &  7#b7 by ins]t+ aft]    
subp>agraph 7,b7 ! foll[+3  7,c7 to     
improve cu/om] exp]i5ce 7z def9$ 9      
section #cba ( title #e7 ?r\gh t>get$   
in=mation te*nology improvem5t &        
analytics2  4  7e7 ,program ,managem5t  
,improvem5t ,(fic] & ,program ,managem5t
 ,policy ,c\ncil ,section #aabf ( title 
#ca1 ,unit$ ,/ates ,code1 is am5d$--    
7#a7 9 subsection 7a77#b77;,b7-- 7,a7 9 
clause 7i7-- 7i7 9 subclause 7,i71 by   
/rik+ & at ! end2  7ii7 9 subclause     
7,,ii71 by /rik+ ! p]iod at ! end &     
ins]t+ 2 &2 &  7iii7 by add+ at ! end ! 
foll[+3  7,,iii7 tra9+ t emphasizes     
cu/om] exp]i5ce4  2 &  7,b7 9 clause    
7iii71 by /rik+ c>e] pa?s & c>e] &      
ins]t+ employee engagem5t1 c>e] pa?s1 & 
c>e]2 &  7#b7 9 subsection              
7b77#b77;,c7-- 7,a7 9 clause 7i71 by    
/rik+ c>e] developm5t & & ins]t+        

employee engagem5t1 c>e] developm5t1 &2 
&  7,b7 9 clause 7ii71 by ins]t+ 1      
includ+ cu/om] exp]i5ce aft] project    
managem5t4  7f7 ,*ief data (fic]s &     
,*ief ,data ,(fic] ,c\ncil  7#a7 ,*ief  
data (fic]s ,section #cebj7;c7 ( title  
#dd1 ,unit$ ,/ates ,code1 is am5d$--    
7,a7 9 p>agraph 7#g71 by ins]t+ 1       
includ+ data use relat+ to cu/om]       
exp]i5ce & employee engagem5t aft] data 
use2 &  7,b7 9 p>agraph 7#ab71 by ins]t+
 1 includ+ data use relat+ to cu/om]    
exp]i5ce & employee engagem5t aft] data 
use4  7#b7 ,*ief ,data ,(fic] ,c\ncil   
,section #cebj;,a7b77#c7 ( title #dd1   
,unit$ ,/ates ,code1 is am5d$ by ins]t+ 
1 includ+ policymak+ relat+ to cu/om]   
exp]i5ce & employee engagem5t aft]      
policymak+4  #aa4 ,cu/om] exp]i5ce      
(fic]s = ag5cy compon5ts  7a7           
,designation  7#a7 ,9 g5]al ,! head ( an
 ag5cy may designate #a or m ,lead      
,cu/om] ,exp]i5ce ,(fic]s = a compon5t (
 ! ag5cy t pres5ts significant cu/om]   
exp]i5ce opportunities or *all5ges4     

7#b7 ,high-impact s]vice provid]s ,x is 
! s5se ( ,congress t1 ! head ( an ag5cy 
t is a high-impact s]vice provid] %\ld  
make a designation "u p>agraph 7#a74    
7#c7 ,qualifications ,a ,lead ,cu/om]   
,exp]i5ce ,(fic] ( a compon5t ( an ag5cy
 designat$ "u p>agraph 7#a7 %all h      
demon/rat$ tra9+ & exp]i5ce 9-- 7,a7    
ag5cy lead]%ip2  7,b7 managem5t2  7,c7  
policy2  7,d7 cu/om] exp]i5ce2  7,e7    
employee engagem5t2  7,f7 digital       
exp]i5ce2  7,g7 public communications2  
or  7,h7 m>ket+4  7b7 ,functions ,!     
,lead ,cu/om] ,exp]i5ce ,(fic] ( a      
compon5t ( an ag5cy %all-- 7#a7 report  
directly to ! head ( ! compon5t or !    
deputy head ( ! ag5cy2  7#b7 be includ$ 
9 ! budget =mulation process ( !        
compon5t2  7#c7 recomm5d modifications  
to policies ( ag5cies to incorporate    
cu/om] exp]i5ce z an ess5tial priority1 
includ+-- 7,a7 rules 7z def9$ 9 section 
#eea ( title #e1 ,unit$ ,/ates ,code72 &
  7,b7 any o!r relevant policies2  7#d7 
issue directives1 guidance1 or policies 

= ! compon5t on cu/om] exp]i5ce t       
articulate h[ /rategy & mission l9k to  
cu/om] exp]i5ce managem5t & outcomes2   
7#e7 p>ticipate 9 ag5cy pe]-le>n+ & %>+ 
& ensure t cu/om] exp]i5ce practices are
 in=m$ by good practices f ! private    
sector or o!r ag5cies2  7#f7 9 conc]t ) 
ag5cy-wide ef=ts & consi/5t ) guidance (
 ! ,(fice ( ,managem5t & ,budget1 assess
 & measure ! ov]all public p]ceptions ( 
! compon5t2  7#g7 coord9ate !           
developm5t1 res\rc+1 & implem5tation (  
cu/om] exp]i5ce priorities2  7#h7 engage
 employees & contractors ( ! compon5t 9 
cu/om] exp]i5ce & employee engagem5t1   
includ+ ?r\gh process re=ms1 tra9+1     
work%ops1 & o!r int]v5tions design$ to  
%ift ! culture ( ! compon5t to          
increas+ly focus on measur+ cu/om]      
exp]i5ce & ! outcomes t ! compon5t      
produces1 su* z improv$ tru/2 &  7#i7   
s]ve z ! liaison ( ! compon5t to o!r    
compon5ts ( ! ag5cy1 o!r ag5cies1 & !   
,(fice ( ,managem5t & ,budget on improv+
 cu/om] exp]i5ce & tru/ 9 ! ,f$]al      

,gov]nm5t4  #ab4 ,pap]work ,r$uction    
,act ,volunt>y ,cu/om] ,fe$back ,re=m   
7a7 ,application ( ,pap]work ,r$uction  
,act to collection ( volunt>y fe$back   
,sub*apt] ,i ( *apt] #ce ( title #dd1   
,unit$ ,/ates ,code 7commonly kn[n z !  
,pap]work ,r$uction ,act71 is am5d$--   
7#a7 9 section #cejb-- 7,a7 9 p>agraph  
7#bb71 by /rik+ & at ! end2  7,b7 9     
p>agraph 7#bc71 by /rik+ ! p]iod at !   
end & ins]t+ 2 &2 &  7,c7 by add+ at !  
end ! foll[+3  7#bd7 ! t]m volunt>y     
cu/om] fe$back has ! mean+ giv5 ! t]m 9 
section #cba ( title #e4  2 &  7#b7 9   
section #ceah7;c77#a7-- 7,a7 9          
subp>agraph 7,c71 by /rik+ or at ! end2 
7,b7 9 subp>agraph 7,d71 by /rik+ !     
p]iod at ! end & ins]t+ 2 or2 &  7,c7 by
 add+ at ! end ! foll[+3  7,e7 by an    
ag5cy t is volunt>y cu/om] fe$back4  4  
7b7 ,guidel9es = volunt>y cu/om] fe$back
 ,ea* ag5cy t solicits volunt>y cu/om]  
fe$back %all ensure t-- 7#a7 responses  
to ! solicitation ( volunt>y cu/om]     
fe$back rema9 anonym\s & are n trac$ to 

specific individuals or entities2  7#b7 
individuals & entities :o decl9e to     
p>ticipate 9 ! solicitation ( volunt>y  
cu/om] fe$back are n treat$ diff]5tly by
 ! ag5cy = purposes ( provid+ s]vices or
 in=mation2  7#c7 ! solicitation does n 
include m ?an #aj que/ions2  7#d7 !     
volunt>y nature ( ! solicitation is     
cle>2  7#e7 ! propos$ solicitation (    
volunt>y cu/om] fe$back w contribute to 
improv$ cu/om] s]vice2  7#f7            
solicitations ( volunt>y cu/om] fe$back 
are limit$ to #a solicitation p]        
int]action ) an individual or entity2   
7#g7 to ! ext5t practicable1 !          
solicitation ( volunt>y cu/om] fe$back  
is made at ! po9t ( s]vice ) an         
individual or entity2  7#h7 in/rum5ts = 
collect+ volunt>y cu/om] fe$back are    
accessible to individuals ) disabilities
 9 accordance ) section #ejh ( !        
,rehabilitation ,act ( #aigc 7#bi       
,u4,s4,c4 #gid;d72 &  7#i7 int]nal ag5cy
 data gov]nance policies rema9 9 effect 
) respect to ! collection ( volunt>y    

cu/om] fe$back f individuals & entities4
  #ac4 ,effectively ,communicat+ ,ag5cy 
,p]=mance to ! ,public  7a7 #ba/ ,c5tury
 ,,idea ,section #f7d7 ( ! #ba/ ,c5tury 
,integrat$ ,digital ,exp]i5ce ,act 7#dd 
,u4,s4,c4 #ceja note7 is am5d$-- 7#a7 by
 /rik+ cu/om]s1 id5tify areas & ins]t+  
8cu/om]s1 id5tify--  7,a7 areas  2  7#b7
 9 subp>agraph 7,a71 z s designat$1 by  
add+ & at ! end2 &  7#c7 by add+ at !   
end ! foll[+3  7,b7 opportunities to    
provide-- 7i7 a m engag+ cu/om] exp]i5ce
 7z def9$ 9 section #cba ( title #e1    
,unit$ ,/ates ,code7 ?r\gh human-level  
cont5t1 su* z /ories ( individual impact
 or multim$ia te/imonials2 &  7ii7      
design improvem5ts ( websites &         
int]active portals1 onl9e =ms1 social   
m$ia1 & o!r digital plat=ms ( ag5cies & 
! ,f$]al ,gov]nm5t2  4  7b7 ,,usa4gov & 
ag5cy websites  7#a7 ,e-,gov]nm5t ,act (
 #bjjb ,! ,e-,gov]nm5t ,act ( #bjjb 7#dd
 ,u4,s4,c4 #ceja note7 is am5d$-- 7,a7 9
 section #bjd7;a7-- 7i7 9 p>agraph      
7#a7-- 7,i7 by /rik+ & promote an &     

ins]t+ 8& promote--  7,a7 an  2  7,,ii7 
9 subp>agraph 7,a71 z s designat$1 by   
/rik+ ! p]iod at ! end & ins]t+ 2 &2 &  
7,,iii7 by add+ at ! end ! foll[+3  7,b7
 a well-design$ int]active exp]i5ce =   
visitors to ! ,int]net-bas$ sy/em       
ma9ta9$ "u subp>agraph 7,a7 t-- 7i7 is  
tailor$ to ! ne$s ( individual visitors2
  7ii7 includes context ab\t ! impact & 
a*ievem5ts ( ! ,f$]al ,gov]nm5t1 includ+
 human-level multim$ia /ories2 &  7iii7 
(f]s visitors an opportunity to submit--
 7,i7 volunt>y cu/om] fe$back1 z def9$ 9
 section #cba ( title #e1 ,unit$ ,/ates 
,code2 &  7,,ii7 in=mation ab\t p]sonal 
exp]i5ces ) ! ,f$]al ,gov]nm5t (        
visitors4  2 &  7ii7 9 p>agraph 7#b71 by
 add+ at ! end ! foll[+3  7,e7 ,!       
inclusion ( an int]active map ( ! ,unit$
 ,/ates t-- 7i7 all[s visitors ( !      
integrat$ sy/em to view ! human-level   
impact ( programs & policies ( ag5cies1 
tailor$ by ! geographic region &        
demographic pr(ile ( ! visitor2 &  7ii7 
l9ks to ! websites ( ag5cies & compon5ts

 ( ag5cies 9 ord] = visitors to obta9   
additional in=mation4  2 &  7,b7 9      
section #bjg7;f77#a7-- 7i7 9 ! matt]    
prec$+ subp>agraph 7,a71 by /rik+ ,n    
lat] ?an #b ye>s aft] ! effective date (
 ?is title & ins]t+ ,n lat] ?an #b ye>s 
aft] ! date ( enactm5t ( ! ,tru/ 9      
,public ,s]vice ,act2  7ii7 9           
subp>agraph 7,a7-- 7,i7 9 clause 7iii71 
by /rik+ & at ! end2  7,,ii7 9 clause   
7iv71 by /rik+ & at ! end2 &  7,,iii7 by
 add+ at ! end ! foll[+3  7v7 hi/orical 
context & /ories ab\t ! impact &        
a*ievem5ts ( ! ag5cy2 &  7vi7           
human-level /ories ( ! impact ( ! ag5cy1
 includ+ multim$ia te/imonials f !      
public2  2 &  7iii7 by /rik+ subp>agraph
 7,b7 & ins]t+ ! foll[+3  7,b7 m9imum   
ag5cy goals to assi/ public us]s to--   
7i7 navigate ag5cy websites1 includ+--  
7,i7 ! spe$ ( retrieval ( se>* results2 
7,,ii7 ! relevance ( ! results2  7,,iii7
 tools to aggregate & disaggregate data2
 &  7,,iv7 security protocols to protect
 in=mation2 &  7ii7 effici5tly & easily 

obta9 s]vices ( ! ag5cy & in=mation to  
bett] und]/& ! mission & impact ( !     
ag5cy & h an emotionally positive       
exp]i5ce :ile obta9+ ^? s]vices &       
in=mation1 includ+-- 7,i7 measures to   
ensure ! cu/om] exp]i5ce 7z def9$ 9     
section #cba ( title #e1 ,unit$ ,/ates  
,code71 ( public us]s1 :i* may include--
 7aa7 task completion rates2  7bb7 "t   
tak5 to complete a task2  7cc7 drop out 
po9ts2 &  7dd7 us] compreh5sion &       
satisfaction measurem5ts2  7,,ii7 visual
 pres5tations ( curat$ te/imonials      
segm5t$ by geographic & demographic     
pr(iles2 &  7,,iii7 functionality t     
all[s website visitors to submit        
volunt>y cu/om] fe$back 7z def9$ 9      
section #cba ( title #e1 ,unit$ ,/ates  
,code7 or p]sonal te/imonials ?r\gh text
 or multim$ia functions2 &  7,c7        
in/ructions = ag5cies to assess ! m9imum
 ag5cy goals describ$ 9 subp>agraph 7,b7
 ?r\gh te/+1 focus gr\ps1 & volunt>y    
cu/om] fe$back 7z def9$ 9 section #cba (
 title #e1 ,unit$ ,/ates ,code7  4  7#b7

 ,ag5cy reports ,n lat] ?an #a ye> aft] 
! date ( enactm5t ( ?is ,act1 ! head (  
ea* ag5cy %all submit to ! ,director a  
report on-- 7,a7 any *anges made to !   
website ( ! ag5cy & ! digital exp]i5ce (
 visitors to ! website ( ! ag5cy 9      
accordance ) guidance issu$ "u section  
#bjg7;f7 ( ! ,e-,gov]nm5t ,act ( #bjjb  
7#dd ,u4,s4,c4 #ceja note71 z am5d$ by  
?is ,act2 &  7,b7 any collaboration or  
consultation relat+ to ! cu/om] exp]i5ce
 ( ! ag5cy ) an ag5cy describ$ 9 section
 #cbc7;c77#a7 ( title #e1 ,unit$ ,/ates 
,code1 z add$ by ?is ,act4  7#c7 ,,omb  
report ,n lat] ?an #cj days aft] ! date 
on :i* ! ,director receives ! reports f 
! heads ( ag5cies "u p>agraph 7#b71 !   
,director %all submit to ,congress a    
report summ>iz+ ^? reports4  #ad4       
,p>ticipatory ,gov]nm5t & ,civic        
,dialogue ,advisory ,c\ncil  7a7        
,def9itions ,9 ?is section3 7#a7 ,c\ncil
 ,! t]m ,c\ncil means ! ,p>ticipatory   
,gov]nm5t & ,civic ,dialogue ,advisory  
,c\ncil4  7#b7 ,/ate ,! t]m ,/ate       

means-- 7,a7 a ,/ate2  7,b7 ! ,di/rict (
 ,columbia2  7,c7 ! ,commonweal? (      
,pu]to ,rico2 &  7,d7 any o!r t]ritory  
or possession ( ! ,unit$ ,/ates4  7b7   
,e/abli%m5t ,! ,director1 9 coord9ation 
) ! ,*ief ,cu/om] ,exp]i5ce ,(fic] ( !  
,unit$ ,/ates appo9t$ "u section #i7;b71
 %all e/abli% an advisory c\ncil to be  
kn[n z ! ,p>ticipatory ,gov]nm5t &      
,civic ,dialogue ,advisory ,c\ncil = !  
purpose ( provid+ ! recomm5dations      
describ$ 9 subsection 7e74  7c7         
,memb]%ip  7#a7 ,9 g5]al ,! ,c\ncil %all
 consi/ ( #bb memb]s appo9t$ by !       
,director1 ( :om-- 7,a7 #d %all be      
repres5tatives ( a nonpr(it organization
 or f\ndation2  7,b7 #d %all be         
repres5tatives ( ag5cies :o h !         
responsibility to fo/]1 or relevant     
exp]i5ce 9 fo/]+1 public p>ticipation 9 
! prioritization ( ! policy1 regulation1
 execution1 or evaluation ( ! ,f$]al    
,gov]nm5t2  7,c7 #d %all be             
repres5tatives ( a ,/ate1 local1        
,tribal1 or t]ritorial gov]nm5t2  7,d7  

#d %all be repres5tatives ( academic or 
rese>* in/itutions2  7,e7 #d %all be    
repres5tatives ( bus9esses2 &  7,f7 #b  
%all be repres5tatives ( m$ia           
organizations4  7#b7 ,geographic        
div]sity ,! ,director %all ensure t--   
7,a7 ! memb]%ip ( ! ,c\ncil is          
geographically div]se2 &  7,b7 n m ?an  
#b ( ! memb]s describ$ 9 subp>agraphs   
7,a7 ?r\gh 7,e7 ( p>agraph 7#a7 repres5t
 ! same ,/ate4  7#c7 ,t]ms2 vacancies   
7,a7 ,9 g5]al ,subject to subp>agraph   
7,c71 ea* memb] ( ! ,c\ncil %all be     
appo9t$ = a t]m ( #c ye>s4  7,b7 ,t]m   
limits ,memb]s ( ! ,c\ncil may be       
appo9t$ = n m ?an #b consecutive t]ms4  
7,c7 ,initial t]ms ,! t]ms ( ! initial  
memb]s ( ! ,c\ncil may be #a1 #b1 or #c 
ye>s 9 ord] to e/abli% a rotation 9 :i* 
! ,director appo9ts #a_/c ( ! memb]s ( !
 ,c\ncil ea* ye>4  7,d7 ,vacancies ,any 
memb] appo9t$ to fill a vacancy occurr+ 
be=e ! expiration ( ! t]m = :i* !       
memb]'s pr$ecessor 0 appo9t$ %all be    
appo9t$ only = ! rema9d] ( t t]m4 ,a    

memb] may s]ve aft] ! expiration ( t    
memb]'s t]m until a successor has tak5  
(fice4  7d7 ,meet+s ,! ,director %all   
conv5e ! ,c\ncil n less frequ5tly ?an   
biannually4  7e7 ,duties ,! ,c\ncil1 on 
a cont9u\s basis1 %all provide to !     
,director writt5 recomm5dations1 includ+
 any recomm5dations relat+ to ! #b-ye>  
plan requir$ "u subsection 7h71 t-- 7#a7
 focus on fur!r+ a virtu\s cycle 9 :i*  
responsive political in/itutions fo/] a 
heal?y civic culture ( p>ticipation &   
responsibility to ensure t political    
in/itutions are responsive & inclusive2 
7#b7 evaluate1 & recomm5d improvem5ts =1
 opportunities = active & sub/antive    
public p>ticipation 9 ! prioritization1 
design1 implem5tation1 & evaluation ( ! 
policies ( ! ,f$]al ,gov]nm5t 9 ord]    
to-- 7,a7 enhance ! quality ( ! policies
 ( ! ,f$]al ,gov]nm5t2 &  7,b7 increase 
! legitimacy ( processes & outcomes ( ! 
,f$]al ,gov]nm5t2  7#c7 id5tify         
opportunities creat$ by digital plat=ms 
to-- 7,a7 facilitate & enhance !        

int]action betwe5 ! public & ! ,f$]al   
,gov]nm5t2 &  7,b7 incorporate          
innovations 9 p>ticipatory democracy    
glean$ f-- 7i7 ag5cies2  7ii7 ,/ate1    
local1 ,tribal1 & t]ritorial gov]nm5ts2 
&  7iii7 gov]nm5ts across ! _w2  7#d7   
evaluate1 & recomm5d improvem5ts =--    
7,a7 civic dialogue & debate across !   
,unit$ ,/ates1 ) an emphasis on bridg+  
diff]5ces & highlight+ %>$ values2 &    
7,b7 ef=ts to c\nt]balance cynical1     
vitriolic1 & unproductive civil         
conv]sations on social m$ia by f9d+     
common gr\nd2 &  7#e7 assess1 & recomm5d
 improvem5t =1 ! role ( ! ,f$]al        
,gov]nm5t 9 us+ ! conv5+ p[] & res\rces 
( ! ,f$]al ,gov]nm5t to complem5t-- 7,a7
 private & philan?ropic fund+2  7,b7    
civic education at all educational      
levels & /ructures2 &  7,c7 ! m$ia4  7f7
 ,comp5sation  7#a7 ,9 g5]al ,memb]s ( !
 ,c\ncil may n receive comp5sation = !  
p]=mance ( s]vices = ! ,c\ncil4  7#b7   
,travel exp5ses ,memb]s ( ! ,c\ncil %all
 be all[$ travel exp5ses1 includ+ p]    

diem 9 lieu ( subsi/5ce1 at rates       
au?oriz$ = employees ( ag5cies "u       
sub*apt] ,i ( *apt] #eg ( title #e1     
,unit$ ,/ates ,code1 :ile away f _!     
homes or regul> places ( bus9ess 9 !    
p]=mance ( s]vices = ! ,c\ncil4  7#c7   
,volunt>y s]vice p]mitt$ ,not)/&+       
section #acdb ( title #ca1 ,unit$ ,/ates
 ,code1 ! ,secret>y may accept !        
volunt>y & uncomp5sat$ s]vices ( memb]s 
( ! ,c\ncil4  7g7 ,p]man5ce ,section #ad
 ( ! ,f$]al ,advisory ,committee ,act   
7#e ,u4,s4,c4 ,app47 %all n apply to !  
,c\ncil4  7h7 #b-,ye> plan  7#a7 ,9     
g5]al ,n lat] ?an #a ye> aft] ! date (  
enactm5t ( ?is ,act1 ! ,director1 9     
consultation ) ! ,c\ncil & ! heads (    
appropriate ag5cies1 %all submit to     
,congress a #b-ye> plan on p>ticipatory 
gov]nm5t & civic dialogue4  7#b7        
,cont5ts ,! plan requir$ "u p>agraph    
7#a7 %all include-- 7,a7 a description (
 ! problem relat+ to public p>ticipation
 9 ! ,f$]al ,gov]nm5t & civic dialogue2 
7,b7 recomm5dations = ag5cy &           

congressional action to improve public  
p>ticipation 9 ! ,f$]al ,gov]nm5t1      
includ+-- 7i7 good practices2  7ii7 a   
selection ( illu/rative me*anisms =     
ag5cies t c enable ag5cies to (f]       
mean+ful & impactful opportunities =    
public p>ticipation2 &  7iii7 a li/ (   
res\rces available to ag5cies to enable 
ag5cies to adopt & pilot recomm5dations4
  7,c7 recomm5dations = ag5cy &         
congressional action to improve civic   
conv]sation 9 ! ,unit$ ,/ates1 includ+  
new-- 7i7 ag5cy programs2  7ii7         
legislative au?orities2 or  7iii7 fund+2
 &  7,d7 a description ( ! concrete     
actions t ag5cies %\ld take relat+ to ! 
mission ( ! ,c\ncil dur+ ! #b-ye> p]iod 
beg9n+ on ! date on :i* ! plan is       
submitt$ "u p>agraph 7#a74  7#c7        
,developm5t & implem5tation ,9 develop+ 
& implem5t+ ! plan requir$ "u p>agraph  
7#a71 ! ,director %all take into acc\nt 
o!r ef=ts ( ! ,f$]al ,gov]nm5t to       
improve p>ticipatory gov]nm5t & civic   
dialogue1 includ+ cu/om] exp]i5ce       

initiatives & broad] ,f$]al ,gov]nm5t   
communication4  #ae4 ,,gao reports  7a7 
,report on ag5cy ef=ts  7#a7 ,9 g5]al ,n
 lat] ?an #b ye>s aft] ! date ( enactm5t
 ( ?is ,act1 ! ,comptroll] ,g5]al ( !   
,unit$ ,/ates %all submit to ,congress a
 report t includes an assessm5t ( ag5cy 
ef=ts to enhance cu/om] exp]i5ce &      
improve communication ) ! public4  7#b7 
,cont5ts ,to ! ext5t relevant in=mation 
is available1 ! report requir$ "u       
p>agraph 7#a7 %all include ! foll[+3    
7,a7 ,an assessm5t ( ! ext5t to :i*     
select$ ag5cies actively assesses public
 confid5ce 9 ! ag5cy & programs ( ^?    
ag5cy1 includ+ by conduct+ surveys1     
conv5+ focus gr\ps1 solicit+ volunt>y   
cu/om] fe$back1 mak+ use ( public data1 
fo/]+ public p>ticipation 9 ! ,f$]al    
,gov]nm5t1 & evaluat+ communication     
tools & /rategies4  7,b7 ,an assessm5t (
 ! exp]i5ce ( ag5cies1 specific sectors1
 su* z heal?c>e1 & ! ,f$]al ,gov]nm5t z 
a :ole 9 improv+ cu/om] exp]i5ce1       
includ+ :e!r guidance on cu/om]         

exp]i5ce1 z ( ! date ( enactm5t ( ?is   
,act1 is suffici5t to support ! ef=ts ( 
ag5cies4  7,c7 ,an assessm5t (-- 7i7    
ag5cies ) high-p]=m+ cu/om] exp]i5ce1   
includ+ /rategies t enable successful   
ef=ts2 &  7ii7 ag5cies t h n adopt$     
cu/om] exp]i5ce culture or initiatives &
 ! *all5ges ^? ag5cies fac$ 9 t         
adoption4  7,d7 ,an assessm5t ( !       
compliance ( ag5cies ) requirem5ts      
relat+ to cu/om] exp]i5ce1 digital      
exp]i5ce1 & communication 7includ+ ?r\gh
 websites71 includ+ requirem5ts "u-- 7i7
 ! #ba/ ,c5tury ,integrat$ ,digital     
,exp]i5ce ,act 7#dd ,u4,s4,c4 #ceja     
note72 &  7ii7 o!r relevant au?orities1 
includ+ ?is ,act4  7,e7 ,any o!r matt] !
 ,comptroll] ,g5]al ( ! ,unit$ ,/ates   
det]m9es important to assess+ cu/om]    
exp]i5ce or enhanc+ confid5ce 9 ag5cies 
or ! ,f$]al ,gov]nm5t z a :ole4  7b7    
,report on be/ practices  7#a7 ,9 g5]al 
,n lat] ?an #b ye>s aft] ! date (       
enactm5t ( ?is ,act1 ! ,comptroll]      
,g5]al ( ! ,unit$ ,/ates %all submit to 

,congress a report t includes an        
exam9ation ( be/ practices 9 cu/om]     
exp]i5ce-- 7,a7 across ! ,f$]al         
,gov]nm5t2 &  7,b7 9 ,/ate1 local1      
,tribal1 t]ritorial1 & =eign gov]nm5ts4 
7#b7 ,cont5ts ,to ! ext5t relevant      
in=mation is available1 ! report requir$
 "u p>agraph 7#a7 %all include ! foll[+3
 7,a7 ,an exam9ation ( ! exp]i5ce (     
ag5cies ) %>+1 dissem9at+1 & adopt+     
cu/om] exp]i5ce be/ practices f o!r     
ag5cies & recomm5dations = improvem5t4  
7,b7 ,an exam9ation ( successful ef=ts  
by ,/ate1 local1 & =eign gov]nm5ts to   
improve or create high quality1         
integrat$ cu/om] exp]i5ce1 especially 9 
! digital doma91 9 ord] to id5tify      
useful lessons4  7,c7 ,any o!r matt] !  
,comptroll] ,g5]al ( ! ,unit$ ,/ates    
det]m9es important to assess+ cu/om]    
exp]i5ce or enhanc+ confid5ce 9 ag5cies 
or ! ,f$]al ,gov]nm5t z a :ole4