office of customer experience

At the Office of Customer Experience (OCX), we recognize the importance of providing exceptional experiences for both our internal and external customers. Last month, we celebrated CX Day, which occurs every year on the first Tuesday of October. In honor of this occasion, we’re excited to share insights on one of the most effective tools for improving customer interactions: journey mapping.

The United States Department of Agriculture Digital Service (USDA DS) is a program designed to cultivate and grow a community of multidisciplinary teams to create human-centered solutions that deliver simple, seamless, and secure technology and customer experiences across USDA. USDA DS seeks to attract diverse, talented senior technologists, and strategists to further the wide-ranging missions of USDA mission areas, agencies, and staff offices.

Rural communities are the backbone of American life, providing fuel, food and fiber. As a partner, the U.S. Department of Agriculture (USDA) understands how critical rural America is to providing the everyday essentials our country depends on. As a result, we invest accordingly.

The U.S. Department of Agriculture is committed to connecting all Americans with healthy, safe, affordable food sources. Towards fulfilling that commitment, USDA’s Food and Nutrition Service (FNS) has launched multiple customer experience (CX) initiatives since President Joe Biden issued in December 2021 the Executive Order directing federal agencies to improve the experience for customers accessing government services and benefits.

Our nation's lands are vital to providing clean water, fish and wildlife habitat, sustainable wood, minerals, energy, jobs and places for Americans to enjoy the outdoors. USDA’s Forest Service is responsible for managing 193 million acres of grasslands and forests. For rural America to thrive, we recognize we must partner with land managers and landowners.

USDA has taken bold action to expand equitable access to our programs and services to improve customer experience (CX) for America’s farmers, ranchers and forest managers since President Joe Biden signed the Executive Order Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government in December 2021.

Happy New Year! At USDA, we are more committed than ever to providing employees and customers with the best experience possible in 2024.

The U.S. Department of Agriculture has implemented several customer experience (CX) improvements since President Joe Biden signed the Executive Order Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government in December 2021. The executive order directed all federal agencies to improve the overall experience for customers accessing government services and benefits.

In support of Section 1006 of the American Rescue Plan and USDA’s commitment to advance equitable access to USDA program and services, the Office of Customer Experience, or OCX, spent the past year working to improve the support provided to USDA’s community-based partners who work to connect economically distressed and/or underserved communities with USDA programs and services, specifically American Rescue Plan Technical Assistance Investment Program (ARPTAI) cooperators. The culmination of this work is USDA CARES, an initiative dedicated to Create, Assist, Rebuild, Empower and Strengthen our communities and customer relationships. USDA CARES is comprised of a series of resources that directly address cooperators’ needs.

Good customer experience starts at the very first interaction with a customer, which is why the U.S. Department of Agriculture recently officially launched its AskUSDA Contact Center program to support inquiries via web, phone, chat, or email. AskUSDA serves as the one “front door” to help deliver a centralized contact center experience, helping customers get consistent and streamlined information.