Accountability of High Impact Service Providers (US0126)
Overview
At-a-Glance
Action Plan: United States Action Plan 2022-2024 (December)
Action Plan Cycle: 2022
Status:
Institutions
Lead Institution:
Support Institution(s):
Policy Areas
Health, Public Service DeliveryIRM Review
IRM Report: United States Action Plan Review 2022–2024
Early Results: Pending IRM Review
Design i
Verifiable: Yes
Relevant to OGP Values: Yes
Ambition (see definition): Low
Implementation i
Completion: Pending IRM Review
Description
Thirty-five government agencies have been identified as “high impact service providers,” or HISPs, recognizing the role these entities play in providing services to the public on a significant scale and scope. HISPs lead initiatives like food assistance to children through the U.S. Department of Agriculture, trademark registration applications through the U.S. Pat- ent and Trademark Office, and homeownership information provided by the U.S. Department of Housing and Urban Development. HISPs have completed capacity assessments (also available online, so that others may use and adapt), which are in turn informing action plans that are released to the public annually to permit greater transparency and accountability as they work to improve their services. Members of the public can also track the performance of HISPs, including by viewing feedback data on survey measures of public satisfaction, confi- dence, and trust, along with the option to download more detailed, raw data for analysis for each program. This data provides simple and direct measures of the experiences that individuals have with Federal Government that agencies and civil society can use to improve delivery of public services and benefits. Already, some civil society groups have used this raw data to conduct their own audits of HISP program performance. As part of the 2021 President’s Management Agenda, the Administration has further set specific priority-level success metrics on reducing burden and increasing post-transaction trust in Federal service providers, which will be reported on in 2023. The Federal Government commits to continuing to take steps to improve service delivery by HISPs.