High Impact Service Providers in 2025: The State of Federal CX

A new year means a new administration — and new agency priorities. But federal agencies expect to continue working on providing better customer service to more Americans in 2025 and beyond.

Customer experience in the federal government is at a seven-year high, according to the American Customer Satisfaction Index’s annual scorecard.

Federal agency websites generally saw higher satisfaction scores than their call centers. They also saw higher scores on handling customer complaints — and outperformed industries such as TV subscription services, food delivery, internet service providers and social media sites.

Looking ahead to 2025 and a new presidential administration, agencies are looking to build momentum behind their CX projects and are making the case that better service delivery to the public leads to a more efficient government.

Mo Earley, acting director of federal customer experience at the Office of Management and Budget, said the 38 agencies designated as High-Impact Service Providers (HISPs) are leading this work.

“There are folks who have really made a lot of progress in rethinking the way that they do service delivery. It’s not just driven by the bureaucracy,” Earley said.  “It’s really driven by the fact that customers are saying that ‘We are struggling in this area, or we really would like this feature,’ and they are actively iterating and trying to bring those items and those processes and features into the way that they deliver in government.”