Description

A focused course, tailored for you

Building a Federal Customer Experience Programme (Plain Language + Digital Service + Equity + Accessibility + EO 14058)

Build the federal customer experience programme in 12 weeks. Plain language + digital service standards + equity + Section 508 accessibility + EO 14058 designation + measurement.

Federal civilian agencies are under sustained customer-experience pressure. EO 14058 designated 35 High-Impact Service Providers and OMB Circular A-11 Section 280 codified the measurement framework. Consulting managers who can ship the federal CX programme take the senior work. Here is the 12-week build.

$199 one-time

Tailored to your situation. Access within 24 hours. 30-day money-back.

Includes a hand-built implementation playbook delivered alongside course access, generated for your specific situation.

Why this course

Federal customer experience moved from goodwill initiative to enforceable mandate. EO 14058 (Transforming Federal Customer Experience and Service Delivery To Rebuild Trust in Government, 2021) designated 35 High-Impact Service Providers (HISP) with specific CX commitments. OMB Circular A-11 Section 280 codified the CX measurement framework. The Digital Service standards, plain language requirements, accessibility expectations (Section 508 + WCAG 2.1 AA), and equity considerations (EO 13985) all integrate into the federal CX programme.

Federal agencies and the contractors supporting them need the integrated programme. Consulting managers that can ship the federal CX programme take the senior work and the multi-year engagement revenue.

This course teaches the 12-week build of an integrated federal customer experience programme: plain language transformation, digital service standards alignment, equity assessment, Section 508 accessibility, EO 14058 HISP commitment fulfilment, A-11 Section 280 measurement, and the agency engagement model. Twelve modules with deliverables. Plus a hand-built implementation playbook for your specific agency engagement profile.

What you walk away with

A documented plain language transformation framework.
A digital service standards alignment plan.
An equity assessment methodology.
A Section 508 + WCAG 2.1 AA accessibility programme.
An EO 14058 HISP commitment fulfilment plan.
An A-11 Section 280 measurement framework.
An agency engagement model.
A 12-week build plan.

The 12 modules

Module 1. Federal customer experience landscape 2026

Detailed walkthrough of EO 14058 (Transforming Federal CX and Service Delivery), the 35 designated High-Impact Service Providers, OMB Circular A-11 Section 280 measurement framework, US Digital Service standards (digital.gov), Section 508 accessibility (29 USC 794d + Revised Section 508 Standards), EO 13985 racial equity, EO 14091 advancing racial equity, plain language requirements (Plain Writing Act of 2010), and the implementation deadlines for HISP agencies.

Module 2. Plain language transformation

Build the plain language transformation framework: Plain Writing Act compliance assessment, content audit methodology, plain-language writing standards (PlainLanguage.gov), audience-research integration, comprehension-testing methodology, and the agency-author training programme. Three plain-language transformation patterns from peer agency engagements.

Module 3. Digital service standards alignment

Build the digital service standards alignment: US Digital Service Playbook chapters, USWDS (US Web Design System) implementation, agile-delivery model adoption, user-research integration, and the integration with broader agency IT modernisation. Three digital service patterns from peer engagements.

Module 4. Equity assessment methodology

Build the equity assessment methodology per EO 13985 + EO 14091: equity-data collection, barrier identification, disparate-impact analysis, community engagement, equity-action plan development, and the integration with broader CX programme. Three equity assessment patterns.

Module 5. Section 508 + WCAG 2.1 AA accessibility

Build the Section 508 accessibility programme: VPAT (Voluntary Product Accessibility Template) procurement workflow, WCAG 2.1 AA technical-design pattern library (Perceivable, Operable, Understandable, Robust), automated and manual and assistive-tech testing methodology, document accessibility (PDF/UA), authoring-tool guidance (ATAG), post-deployment monitoring, and the user-feedback loop.

Module 6. EO 14058 HISP commitment fulfilment

Build the EO 14058 HISP commitment fulfilment plan: HISP designation status (35 designated agencies), service-design commitments, customer-feedback infrastructure, employee-experience integration, life-experience approach (cross-agency customer journeys around life moments), and the implementation roadmap. Three HISP commitment fulfilment patterns from peer agencies.

Module 7. A-11 Section 280 measurement framework

Build the A-11 Section 280 measurement framework: customer feedback measurement (transactional + relational), Trust scoring, satisfaction scoring (CSAT, NPS variants for government), customer-effort scoring, equity-measurement integration, and the integration with broader agency performance measurement. The framework HISP agencies report on.

Module 8. Voice of customer infrastructure

Build the voice of customer infrastructure: feedback collection (transactional surveys, intercept research, qualitative research), AI-augmented feedback analysis, complaint-aggregation, regulator-complaint tracking, and the executive-feedback cadence. The infrastructure that supports A-11 Section 280 reporting.

Module 9. Digital and contact-center modernisation

Build the digital and contact-center modernisation: agency.gov website modernisation, USWDS implementation, mobile-app strategy, contact-center modernisation (cloud-based, AI-augmented), case-management integration, and the omnichannel consistency. Three modernisation patterns from peer engagements.

Module 10. Procurement and vendor management for CX

Build the procurement and vendor management framework: VPAT workflow for accessibility (already covered in module 5), plain language requirements in contracts, equity considerations in procurement, USDS-style hiring for CX talent, and the integration with FAR. The framework that protects programme quality through vendor mix.

Module 11. Executive and OMB engagement

Build the executive and OMB engagement: agency CXO (Chief Customer Experience Officer where designated), agency CIO partnership, agency CTO partnership, OMB Office of Management and Budget engagement, OPM partnership for employee experience, and the GSA partnership for shared services. Three engagement patterns from peer HISP engagements.

Module 12. Your 12-week build plan

Week-by-week plan with weekly deliverables. Weeks 1-2: federal CX landscape + plain language transformation framework. Weeks 3-4: digital service standards alignment + equity assessment methodology. Weeks 5-6: Section 508 accessibility programme + EO 14058 HISP commitment fulfilment plan. Weeks 7-8: A-11 Section 280 measurement framework + voice of customer infrastructure. Weeks 9-10: digital and contact-center modernisation + procurement framework. Weeks 11-12: executive and OMB engagement + programme launch readiness. Deliverable: full federal CX programme.

How this addresses your situation

Specific modules that map to what you said you are dealing with.

Module 1 covers the landscape.

Modules 2 to 6 produce plain language transformation, digital service standards, equity assessment, accessibility programme, and HISP commitment fulfilment.

Modules 7 to 8 cover A-11 Section 280 measurement and voice of customer infrastructure.

Modules 9 to 10 cover digital modernisation and procurement framework.

Module 11 covers executive engagement.

Module 12 covers the 12-week build plan.

What you get with this course

The 12-module course delivered as text plus downloadable templates.
Templates for plain language transformation, digital service standards alignment, equity assessment methodology, Section 508 accessibility programme, EO 14058 HISP commitment fulfilment plan, A-11 Section 280 measurement framework, voice of customer infrastructure, digital and contact-center modernisation, procurement framework, executive engagement.
A hand-built implementation playbook generated for your specific agency engagement profile.
Three worked examples of federal CX programmes at peer agencies.
Scripted talking points for the agency CXO and OMB engagement.

What you will have in hand by Day 1, Week 1, Month 1

Day 1: Plain language transformation framework scaffold drafted.

Week 4: Digital service standards + equity assessment delivered.

Week 8: Section 508 + HISP commitment fulfilment built.

Week 12: Full federal CX programme launched.

Before and after

Before

Your firm ships pieces of federal CX work. EO 14058 HISP commitments and A-11 Section 280 measurement require integrated programmes. The integrated pack does not exist.

After

An integrated federal CX programme is shippable to agency engagements. Plain language transformation, digital service standards alignment, equity assessment, accessibility programme, HISP commitment fulfilment, A-11 measurement, voice of customer, digital modernisation, procurement framework are all designed.

What happens if you do not address this

Federal agencies running fragmented CX work lose to integrated programmes. EO 14058 HISP commitments and A-11 Section 280 measurement increase scrutiny.

Who it is for

For consulting managers, federal CX programme leads, project directors, and senior consultants at federal civilian consulting firms.

Who this is NOT for. Pure research roles. Firms with no federal agency engagements. Pure commercial-customer firms.

How it arrives

Text-based course via LMS, plus downloadable templates and the hand-built implementation playbook.

Time investment. Roughly 22 hours of reading and 200 to 400 hours of team effort across the 12-week build.

Why $199 is the right number

External federal CX consultants charge $500K-$3M for programme builds. Big4 federal advisory engagement runs $1M-$5M. Specialist federal CX firms (the firm Federal Services CX practice, the firm Federal CX, the firm) charge $300K-$1.5M. $199 buys the focused playbook plus the implementation document for your specific agency engagement profile.

FAQ

Will this replace hiring a federal CX consultant?

Partially. It teaches the programme build. You may still want specialist input for agency-specific implementation.

What if my agency is not designated HISP?

Module 1 covers non-HISP CX expectations.

Does this cover Federal Information Quality Act overlap?

Module 2 covers information quality alignment with plain language.

What about USDS partnership patterns?

Module 3 covers USDS engagement.

What is in the implementation playbook for me specifically?

Plain language transformation framework tailored to your agency's content base; HISP commitment fulfilment plan matched to your specific commitments; a 12-week build plan.

30-day money-back guarantee. If after a week of working through the materials this is not what you needed, reply to the receipt email and a full refund is processed. No questions, no forms.

Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.