{"id":29603,"date":"2021-11-16T00:00:00","date_gmt":"2021-11-16T05:00:00","guid":{"rendered":"https:\/\/ourpublicservice.org\/farm-loan-and-conservation-services\/"},"modified":"2022-11-15T10:27:13","modified_gmt":"2022-11-15T15:27:13","slug":"farm-loan-and-conservation-services","status":"publish","type":"page","link":"https:\/\/ourpublicservice.org\/our-solutions\/customer-experience\/y2021\/farm-loan-and-conservation-services\/","title":{"rendered":"Farm Loan and Conservation Services"},"content":{"rendered":"\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:20%\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:80%\">\n<a class=\"wp-block-pps-gutenberg-blocks-button alignleft pps-button rectangular_without_border with-icon p-0 m-0\" target=\"_self\" href=\"https:\/\/ourpublicservice.org\/performance-measures\/customer-experience\/\" data-label=\"Back to Customer Experience Profiles\" data-color=\"#000000\" data-color-opacity=\"100\" data-bg-color=\"#ffffff\" data-bg-color-opacity=\"100\" data-graphic-position=\"before\" data-button-style=\"rectangular_without_border\" data-graphic-type=\"icon\" data-type-of-url=\"page\" data-icon=\"arrow-left\" style=\"color:#000000;border:1px solid #000000;background-color:#ffffff\" rel=\"noopener noreferrer\"><i class=\"fa fa-arrow-left before\"><\/i><span>Back to Customer Experience Profiles<\/span><\/a>\n\n\n\n<div style=\"height:5px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-anchor anchor\" id=\"executive-summary\" data-anchor-name=\"Executive Summary\"><\/div>\n\n\n\n<h2 class=\"has-large-font-size wp-block-heading\" id=\"h-farm-production-and-conservation-mission-area-department-of-agriculture\" style=\"font-style:normal;font-weight:400\">Farm Production and Conservation Mission Area, Department of Agriculture<\/h2>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column jump-links is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:20%\">\n<p style=\"font-size:18px;font-style:normal;font-weight:500\"><a href=\"#executive-summary\">Executive Summary<\/a><\/p>\n\n\n\n<p style=\"font-size:18px;font-style:normal;font-weight:500\"><a href=\"#data-at-a-glance\">Data Highlights<\/a><\/p>\n\n\n\n<p style=\"font-size:18px;font-style:normal;font-weight:500\"><a data-type=\"internal\" data-id=\"#at-a-glance\" href=\"#at-a-glance\"><\/a><a href=\"#customer-experience-insights\">Customer Experience Insights<\/a><\/p>\n\n\n\n<p style=\"font-size:18px;font-style:normal;font-weight:500\"><a data-type=\"internal\" data-id=\"#at-a-glance\" href=\"#at-a-glance\"><\/a><a href=\"#case-study\">Delivering Services Equitably<\/a><\/p>\n\n\n\n<p class=\"has-pps-yellow-color has-text-color\" style=\"font-size:18px;font-style:normal;font-weight:500\"><a data-type=\"internal\" data-id=\"#leading-customer-experience-practices\" href=\"#leading-customer-experience-practices\">Leading Customer Experience Practices<\/a><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:80%\">\n<p style=\"font-size:24px\">The Farm Production and Conservation mission area at&nbsp;USDA&nbsp;provides&nbsp;farm loans,&nbsp;conservation services and other assistance&nbsp;to&nbsp;farmers, ranchers and other stewards of private agricultural lands.&nbsp;<\/p>\n\n\n\n<p style=\"font-size:18px\">USDA customers appreciate the agency\u2019s commitment to&nbsp;providing&nbsp;personalized services&nbsp;and up-to-date information\u2014whether in&nbsp;service centers across the country or online on Farmers.gov\u2014that helps producers decide which agency programs are right for them.&nbsp;<\/p>\n\n\n\n<p style=\"font-size:18px\">Despite these successes, customers feel that some&nbsp;agency processes, such as&nbsp;multiple applications that require the same information, take too long or are redundant. To address this&nbsp;issue, USDA is working on improving coordination&nbsp;among&nbsp;the agencies&nbsp;within&nbsp;the Farm Production and Conservation mission area to&nbsp;streamline services and&nbsp;reduce&nbsp;complexity.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"border-width:1px;border-color:#676E9F;border-style:solid\" data-bg-color-opacity=\"25\" data-border-color=\"#676E9F\" data-border-thickness=\"1\" class=\"wp-block-pps-gutenberg-blocks-styled-container pps-styled-container mb-5 mt-5 p-4 rounded-0\">\n<h5 class=\"wp-block-heading\" id=\"service-overview\"><strong>Service Overview<\/strong><\/h5>\n\n\n\n<p><strong>Primary\u202fcustomers<\/strong><\/p>\n\n\n\n<p style=\"font-size:18px\">Agricultural producers, including farmers, ranchers, foresters, specialty growers, tribes and tribal governments. Customers range in age, farming experience and the type of farm they operate.&nbsp;&nbsp;<\/p>\n\n\n\n<p><strong>Key services related to farm loan and conservation services<strong>&nbsp;<\/strong>(all&nbsp;data for fiscal&nbsp;year&nbsp;2020)&nbsp;<\/strong><\/p>\n\n\n\n<p style=\"font-size:18px\">The Farm Production and Conservation mission area delivers services through three agencies:<\/p>\n\n\n\n<ul class=\"wp-block-list\" style=\"font-size:18px\">\n<li><strong>Farm Service Agency,<\/strong> which provides farm loans for real estate and operations to start, maintain or expand a family-sized farm. It offers direct loans up to a combined $1 million and guaranteed loans up to $1.8 million.\n<ul class=\"wp-block-list\">\n<li><strong>34,986 loans distributed<\/strong>, totaling <strong>$7.5 billion <\/strong>in direct and guaranteed farm loans.\n<ul class=\"wp-block-list\">\n<li>Direct and guaranteed loan assistance to \u201cbeginning farmers\u201d totaled <strong>$3.4 billion<\/strong>.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Natural Resources Conservation Service,<\/strong> which offers programs to provide financial and technical assistance.<ul><li>Technical assistance services offered by local service centers to help landowners and producers with their natural resource management and conservation practices, ranging from natural resources assessments to expertise and advice on how to protect water and air quality.<ul><li><strong>More than 500,000 customers served<\/strong>, helping to boost agricultural productivity.<\/li><li><strong>120,000 conservation assessments and plans developed<\/strong> for producers to implement on more than 53 million acres.<\/li><\/ul><\/li><\/ul>\n<ul class=\"wp-block-list\">\n<li>Financial assistance programs, such as the Environmental Quality Incentives Program, that help producers protect natural resources and the environment.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Risk Management Agency,<\/strong> which mitigates farming risks by developing policies on crop insurance and regulating insurance that private entities offer to agricultural producers.<\/li>\n\n\n\n<li>FPAC delivers online services through <a href=\"http:\/\/www.farmers.gov\/\" target=\"_blank\" rel=\"noreferrer noopener\">Farmers.gov<\/a>, which customers use to manage individual accounts, submit some signed documents and access services.<\/li>\n<\/ul>\n\n\n\n<p><strong>Service Snapshot<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\" style=\"font-size:18px\">\n<li><strong>3,151,430 visits<\/strong> to&nbsp;Farmers.gov&nbsp;between October 2020&nbsp;and June 2021.&nbsp;<\/li>\n\n\n\n<li><strong>2,450+<\/strong> service centers across the country.&nbsp;<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-anchor anchor\" id=\"data-highlights\" data-anchor-name=\"Data Highlights\"><\/div>\n\n\n\n<hr class=\"wp-block-pps-gutenberg-blocks-separator pps-separator\" style=\"border:none;height:10px;background-color:#676E9F;color:#676E9F\" data-color=\"#676E9F\" data-color-opacity=\"100\" data-thickness=\"10\"\/>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-data-highlights\">Data Highlights<\/h2>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/USDA-Data-1-01.svg\" alt=\"\" class=\"wp-image-29606\" width=\"149\" height=\"149\"\/><\/figure>\n\n\n\n<p class=\"has-text-align-center\" style=\"font-size:18px\"><strong>visits to Farmers.gov in fiscal year 2020.<\/strong><\/p>\n<\/div><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/USDA-Data-3-01.svg\" alt=\"\" class=\"wp-image-29607\" width=\"156\" height=\"156\"\/><\/figure>\n<\/div><\/div>\n\n\n\n<p class=\"has-text-align-center\" style=\"font-size:18px\"><strong>farm loans delivered in fiscal year 2020.<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/USDA-Data-2-01.svg\" alt=\"\" class=\"wp-image-29608\" width=\"169\" height=\"169\"\/><\/figure>\n\n\n\n<p class=\"has-text-align-center\" style=\"font-size:18px\"><strong>farmers received conservation services in fiscal year 2020.<\/strong><\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n\n\n\n<hr class=\"wp-block-pps-gutenberg-blocks-separator pps-separator\" style=\"border:none;height:10px;background-color:#676E9F;color:#676E9F\" data-color=\"#676E9F\" data-color-opacity=\"100\" data-thickness=\"10\"\/>\n\n\n\n<p><\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-anchor anchor\" id=\"customer-experience-insights\" data-anchor-name=\"Customer Experience Insights\"><\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:20%\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:80%\">\n<h2 class=\"wp-block-heading\" id=\"h-customer-experience-insights\">Customer Experience Insights<\/h2>\n\n\n\n<div class=\"wp-block-columns p-0 cx-indicator-legend is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column p-0 is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:5%\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/arrow-up-solid-tilde-1.svg\" alt=\"\" class=\"wp-image-29538\" width=\"30\" height=\"30\"\/><\/figure><\/div><\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:45%\">\n<p class=\"has-normal-font-size\">Improvement from last year<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:5%\">\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/tilde-solid-red-1.svg\" alt=\"\" class=\"wp-image-29539\" width=\"30\" height=\"30\"\/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:45%\">\n<p class=\"has-normal-font-size\">Room for improvement<\/p>\n<\/div>\n<\/div>\n\n\n<div class='pps-accordion-block align cx-indicator-accordion'>\r\n\t<div class='accordion-item'>\r\n\t\t<div class='accordion-item-topic'>\r\n\t\t\t<div>Streamlined application and reporting processes would reduce redundancy for customers.<\/div>\r\n\t\t\t<div><i class=\"fas fa-angle-down\"><\/i><\/div>\r\n\t\t<\/div>\r\n\t\t<div class='accordion-item-content'>\r\n\t\t\t<p style=\"font-size:18px\">When applying for more than one program or service within FPAC, producers are often required to provide some of the same information numerous times for each agency, which is inefficient and time-consuming, and from the customers\u2019 perspective, can seem unnecessary.<\/p>\n<p style=\"font-size:18px\">To address this, USDA is continuing to examine how different programs and services within FPAC can more closely coordinate to streamline application processes. For example, in spring 2021 the Risk Management Agency opened the Pandemic Cover Crop Program to help producers maintain cover crop systems during the economic challenges of the pandemic.<sup>1<\/sup> At the same time, producers who received FSA services were completing annual acreage reports. To streamline the experience for customers, the two agencies coordinated so that the acreage information producers provided to FSA\u2014the same information RMA needed to evaluate eligibility for the new program\u2014was automatically sent to RMA without producers needing to complete additional forms. This enabled customers to access services from both RMA and FSA without having to provide the same information multiple times, and agency leadership noted that uptake of this new program was widespread because it was easier to apply.<\/p>\n\t\t<\/div>\r\n\t<\/div>\r\n\t<div class='accordion-item'>\r\n\t\t<div class='accordion-item-topic'>\r\n\t\t\t<div><span style=\"color:#ee3831;\"><i class=\"fas fa-tilde\"><\/i><\/span> Customers would like quicker decisions on their applications for direct loans. <\/div>\r\n\t\t\t<div><i class=\"fas fa-angle-down\"><\/i><\/div>\r\n\t\t<\/div>\r\n\t\t<div class='accordion-item-content'>\r\n\t\t\t<p style=\"font-size:18px\"><strong>Average Direct Loan Processing Time by Fiscal Year <\/strong><\/p>\n\n<table id=\"tablepress-10\" class=\"tablepress tablepress-id-10\">\n<thead>\n<tr class=\"row-1\">\n\t<td class=\"column-1\"><\/td><th class=\"column-2\">2017<\/th><th class=\"column-3\">2018<\/th><th class=\"column-4\">2019<\/th><th class=\"column-5\">2020<\/th><th class=\"column-6\">2021<\/th>\n<\/tr>\n<\/thead>\n<tbody class=\"row-striping row-hover\">\n<tr class=\"row-2\">\n\t<td class=\"column-1\">Number of days<\/td><td class=\"column-2\">31<\/td><td class=\"column-3\">30<\/td><td class=\"column-4\">32<\/td><td class=\"column-5\">34<\/td><td class=\"column-6\">36<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<!-- #tablepress-10 from cache -->\n<p style=\"font-size:18px\">In 2021, direct farm loans took 36 days to process, on average. Customers would like faster decisions to speed up loan processing times, according to agency staff members.<\/p>\n<p style=\"font-size:18px\">To address this issue, the FSA is investing in modernized IT systems to improve the services it can offer online and the ability of staff to process loans. Planned online service improvements include an interactive online loan application and other self-service capabilities, such as loan repayment. These new IT systems will also enable employees to process loans more quickly by replacing current paper-based processes. The agency is also focusing on helping more customers access farm loan programs by training staff to collaborate with producers to develop tailored credit options and help them meet program requirements. \u201cIf that producer is doing something that was intended to qualify them for programs or benefits, we should be finding them a pathway towards program participation,\u201d said Zach Ducheneaux, administrator of the FSA.<\/p>\n\t\t<\/div>\r\n\t<\/div>\r\n\t<div class='accordion-item'>\r\n\t\t<div class='accordion-item-topic'>\r\n\t\t\t<div>Customers appreciate the tools and information available on Farmers.gov but would like some processes streamlined. <\/div>\r\n\t\t\t<div><i class=\"fas fa-angle-down\"><\/i><\/div>\r\n\t\t<\/div>\r\n\t\t<div class='accordion-item-content'>\r\n\t\t\t<p style=\"font-size:18px\">Farmers.gov provides information and self-service tools that help customers decide what USDA programs and services might be right for their situation. The agency also rolls out new tools every few months to meet customer needs or as new programs become available. During the pandemic, for example, the agency quickly built a new tool to help customers navigate the Coronavirus Food Assistance Program 2, a program for producers facing market disruptions because of the pandemic. Once launched, the tool quickly became the most-used feature on Farmers.gov\u2014meeting the urgent need of producers looking to understand the new program.<\/p>\n<p style=\"font-size:18px\">Despite these successes, agency leaders acknowledge that customers would like some of the website\u2019s features to be streamlined. For example, some producers find the current procedures to log-in to their Farmers.gov accounts too cumbersome and would like easier access to online services.<sup>2<\/sup> Applications for some USDA programs are also unavailable through Farmers.gov. In response to these concerns, the agency is looking at ways to simplify the website\u2019s log-in feature and increase the number of tasks customers can complete online.<\/p>\n\t\t<\/div>\r\n\t<\/div>\r\n\t<div class='accordion-item'>\r\n\t\t<div class='accordion-item-topic'>\r\n\t\t\t<div>Customers value a highly personalized service delivery approach.<\/div>\r\n\t\t\t<div><i class=\"fas fa-angle-down\"><\/i><\/div>\r\n\t\t<\/div>\r\n\t\t<div class='accordion-item-content'>\r\n\t\t\t<p style=\"font-size:18px\">Because farmers who seek help from USDA have different needs and situations, field staff members are trained to provide tailored services and build personal relationships. They recognize that some producers may want frequent and in-depth support, while others only want to contact the agency when applying for a loan.<\/p>\n<p style=\"font-size:18px\">To capitalize on field staff members\u2019 experience in providing personalized services, the Natural Resources Conservation Service is launching an Employee Innovation Portal to collect information about new ways field staff members find to serve customers. The portal will enable staff at service centers around the country to learn about their peers\u2019 innovations and spread best practices for serving customers. An initial 30-day pilot of this new portal resulted in nearly 40 submissions from NRCS staff, including plain language communication resources, improvements for training staff and other innovations. The agency is now reviewing these submissions before implementing them to ensure they will meet customer needs.<\/p>\n\t\t<\/div>\r\n\t<\/div>\r\n<\/div>\r\n\r\n<script>\r\n\tdocument.addEventListener('DOMContentLoaded', function() {\r\n\t\tvar accordion_items = document.querySelectorAll('.pps-accordion-block .accordion-item-topic');\r\n\t\tfor(var i = 0; i < accordion_items.length; i++) {\r\n\t\t\taccordion_items[i].addEventListener('click', function() {\r\n\t\t\t\tthis.parentNode.classList.toggle('opened');\r\n\t\t\t});\r\n\t\t}\r\n\t});\r\n<\/script>\r\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-anchor anchor\" id=\"delivering-services-equitably\" data-anchor-name=\"Delivering Services Equitably\"><\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-full-width-column pps-full-width-column\" style=\"background-color:#EFEFEF\" data-bg-type=\"color\" data-bg-color=\"#EFEFEF\" data-bg-color-opacity=\"100\" data-bg-overlay-color-opacity=\"100\"><div class=\"pps-overlay\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:20%\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:80%\">\n<h2 class=\"wp-block-heading\" id=\"h-delivering-farm-loan-and-conservation-services-equitably\">Delivering Farm Loan and Conservation Services Equitably<\/h2>\n\n\n\n<p style=\"font-size:18px\">Historically underserved communities have long <a href=\"https:\/\/www.ewg.org\/research\/black-farmer-usda-timeline\/\" target=\"_blank\" rel=\"noreferrer noopener\">faced barriers<\/a> when accessing USDA programs. This year the agency has strongly expressed its intention to end discriminatory practices and pioneered several initiatives to tackle this problem. The agency has vowed to integrate equity considerations into all of its work.<\/p>\n\n\n\n<p style=\"font-size:18px\">The Office of Urban Agriculture and Innovation Production (OUAIP) was created within NRCS, as the agency recognized that farmers in urban communities may not fully take advantage of USDA\u2019s resources and may need extra focus. OUAIP works directly with urban agriculture stakeholders, community leaders, and in collaboration with other federal departments and local resources to expand efforts of urban, indoor, and other emerging agricultural practices including community gardens, urban farms, rooftop gardens, outdoor vertical production, green walls, indoor farms, greenhouses, high-tech vertical technology farms, hydroponic, aeroponic, and aquaponic farm facilities.<\/p>\n\n\n\n<p style=\"font-size:18px\">In September 2021 USDA <a href=\"https:\/\/www.usda.gov\/media\/press-releases\/2021\/09\/24\/usda-announces-intent-establish-equity-commission-solicits\" target=\"_blank\" rel=\"noreferrer noopener\">announced<\/a> its plans to establish an Equity Commission that will be tasked with \u201cidentifying USDA programs, policies, systems, structures, and practices that contribute to barriers to inclusion or access, systemic discrimination, or exacerbate or perpetuate racial, economic, health and social disparities.\u201d<\/p>\n\n\n\n<p style=\"font-size:18px\">In interviews with the Partnership for Public Service, representatives of all agencies providing farm programs and farm loan and conservation services shared plans for continuing direct outreach to communities and expanding their efforts beyond existing customers to those who could benefit from USDA programs. The agencies also collaborate with local organizations to facilitate community outreach. Entities they work with include National Young Farmers Coalition, Rural Coalition, Farmers Legal Action Group, Intertribal Agriculture Council, Indian Land Tenure Foundation, U.S. Cattlemen, Livestock Marketers Association, Federation of Southern Cooperatives, Hmong American Farmers Association and several universities. USDA leaders stressed the importance of sincere communication and using plain language in order to rebuild people\u2019s trust and facilitate access.<\/p>\n\n\n\n<p style=\"font-size:18px\">There are still challenges in USDA equity-driven initiatives that need to be addressed. In March 2021 an approximately $4 billion debt relief program for socially disadvantaged farmers was enacted by Congress in the American Rescue Plan Act. The funds were aimed at addressing the lingering effects of discrimination in farm loan programs' lending. However, preliminary injunctions issued in federal district court lawsuits <a href=\"https:\/\/www.farmers.gov\/loans\/american-rescue-plan\/litigation-update\">have halted <\/a>the debt relief payments that were to be issued.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-full-width-column pps-full-width-column background-image-set\" style=\"background-image:url(https:\/\/ourpublicservice.org\/wp-content\/uploads\/2021\/11\/shutterstock_577985980-scaled.jpg);background-position:center center;background-repeat:no-repeat;background-size:cover;background-attachment:fixed\" data-bg-type=\"image\" data-bg-image=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2021\/11\/shutterstock_577985980-scaled.jpg\" data-bg-color-opacity=\"100\" data-bg-overlay-color-opacity=\"100\"><div class=\"pps-overlay\">\n<div style=\"height:300px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-anchor anchor\" id=\"leading-customer-experience-practices\" data-anchor-name=\"Leading Customer Experience Practices\"><\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:20%\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:80%\">\n<h2 class=\"wp-block-heading\" id=\"h-leading-customer-experience-practices\">Leading Customer Experience Practices<\/h2>\n\n\n\n<p style=\"font-size:18px\">The Partnership and Accenture developed the following list of&nbsp;practices&nbsp;to understand how agencies prioritize the customer experience, and steps they can take to improve. The list is based on research about effective customer experience practices in both government and the private&nbsp;sector,&nbsp;and&nbsp;aligns with practices in a customer experience maturity self-assessment for agencies developed by the Office of Management and Budget.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-tabbed-content pps-tabbed-content tabs-as-nav-menu cx-indicators\" data-count=\"2\"><div class=\"tab-content\">\n<div class=\"wp-block-pps-gutenberg-blocks-tab tab\" data-label=\"Organizational-Commitment\"><a class=\"tab-label\" href=\"#Organizational-Commitment\" role=\"tab\">Organizational Commitment<\/a><div class=\"tab-pane\" id=\"Organizational-Commitment\" role=\"tabpanel\">\n<p><\/p>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"organizational-commitment\"><strong>Organizational Commitment<\/strong><\/h5>\n\n\n\n<p style=\"font-size:18px\"><em>A strong commitment and plan from agency leaders to prioritize customer experience is essential for sustained progress.<\/em><\/p>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p style=\"font-size:18px\">The agency:<\/p>\n\n\n\n<p style=\"font-size:18px\"><strong>1. Includes&nbsp;high-quality customer experience in its strategic goals.&nbsp;&nbsp;&nbsp;<\/strong><\/p>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content\" data-color=\"#00CE7C\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:left\" data-size=\"btn-md\" data-alignment=\"left\" data-outline-color=\"#FFFFFF\"><a class=\"trigger btn-md\" style=\"color:#00CE7C;background-color:#FFFFFF;border-color:#FFFFFF\">Yes<\/a><div class=\"content\">\n<p class=\"ml-4\" style=\"font-size:18px\"><em>USDA\u2019s strategic plan includes a goal to \u201cEnsure USDA programs are delivered efficiently, effectively, and with integrity and a focus on customer service.\u201d<\/em><\/p>\n<\/div><\/div>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p style=\"font-size:18px\"><strong>2. Specifies customer feedback as a key measure of the organization\u2019s performance.<\/strong><\/p>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content\" data-color=\"#EE3831\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:left\" data-size=\"btn-md\" data-alignment=\"left\" data-outline-color=\"#FFFFFF\"><a class=\"trigger btn-md\" style=\"color:#EE3831;background-color:#FFFFFF;border-color:#FFFFFF\">No<\/a><div class=\"content\">\n<p class=\"ml-4\" style=\"font-size:18px\"><em>While the agency\u2019s strategic plan includes performance measures related to service delivery, it does not include any measures based on customer feedback.<\/em><\/p>\n<\/div><\/div>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p style=\"font-size:18px\"><strong>3. Has a senior executive with the responsibility and authority to lead efforts to improve the customer experience across the organization.<\/strong><\/p>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content\" data-color=\"#00CE7C\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:left\" data-size=\"btn-md\" data-alignment=\"left\" data-outline-color=\"#FFFFFF\"><a class=\"trigger btn-md\" style=\"color:#00CE7C;background-color:#FFFFFF;border-color:#FFFFFF\">Yes<\/a><div class=\"content\">\n<p class=\"ml-4\" style=\"font-size:18px\"><em>USDA has a chief customer experience officer who leads customer experience efforts across the department.<\/em><\/p>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-tab tab\" data-label=\"Ease-of-Customer-Interactions\"><a class=\"tab-label\" href=\"#Ease-of-Customer-Interactions\" role=\"tab\">Ease of Customer Interactions<\/a><div class=\"tab-pane\" id=\"Ease of Customer Interactions\" role=\"tabpanel\">\n\n<p><\/p>\n\n\n<h5 class=\"wp-block-heading\" id=\"ease-of-customer-interactions\"><strong>Ease of Customer Interactions<\/strong><\/h5>\n\n\n<p style=\"font-size:18px\"><em>Interactions with the federal government should be easy, transparent and designed around user needs.<\/em><\/p>\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<p style=\"font-size:18px\">For the most common services provided, customers can:<\/p>\n\n\n<p style=\"font-size:18px\"><strong>1. Complete common transactions using the service delivery channel of their choice.&nbsp;&nbsp;<\/strong><\/p>\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content\" data-color=\"#FFCD00\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:left\" data-size=\"btn-md\" data-alignment=\"left\" data-outline-color=\"#FFFFFF\"><a class=\"trigger btn-md\" style=\"color:#FFCD00;background-color:#FFFFFF;border-color:#FFFFFF\">Partially<\/a><div class=\"content\">\n\n<p class=\"ml-4\" style=\"font-size:18px\"><em>Customers can view their farm loans online. Many farm program application processes can be started online and many other tasks completed on Farmers.gov, but some programs require original signatures or visits to service centers to submit forms. As a result of the pandemic, the agency began to accept online signatures and adopt secure file-sharing for multiple programs.<\/em><\/p>\n\n<\/div><\/div>\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<p style=\"font-size:18px\"><strong>2. Obtain status updates through online self-service.&nbsp;<\/strong><\/p>\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content\" data-color=\"#FFCD00\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:left\" data-size=\"btn-md\" data-alignment=\"left\" data-outline-color=\"#FFFFFF\"><a class=\"trigger btn-md\" style=\"color:#FFCD00;background-color:#FFFFFF;border-color:#FFFFFF\">Partially<\/a><div class=\"content\">\n\n<p class=\"ml-4\" style=\"font-size:18px\"><em>Through a feature on Farmers.gov, some\u202fbut not all\u202fagricultural producers\u202fcan view loan information, history and payments for USDA farm loans.\u202f<\/em><\/p>\n\n<\/div><\/div>\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<p style=\"font-size:18px\"><strong>3. Receive a response to feedback or answers to questions over social media.<\/strong><\/p>\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content\" data-color=\"#FFCD00\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:left\" data-size=\"btn-md\" data-alignment=\"left\" data-outline-color=\"#FFFFFF\"><a class=\"trigger btn-md\" style=\"color:#FFCD00;background-color:#FFFFFF;border-color:#FFFFFF\">Partially<\/a><div class=\"content\">\n\n<p class=\"ml-4\" style=\"font-size:18px\"><em>Farmers.gov social media accounts occasionally respond to customer questions and comments on Twitter and Facebook.<\/em><\/p>\n\n<\/div><\/div>\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<p style=\"font-size:18px\"><strong>4. Access online information and support in languages other than English.<\/strong><\/p>\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content\" data-color=\"#00CE7C\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:left\" data-size=\"btn-md\" data-alignment=\"left\" data-outline-color=\"#FFFFFF\"><a class=\"trigger btn-md\" style=\"color:#00CE7C;background-color:#FFFFFF;border-color:#FFFFFF\">Yes<\/a><div class=\"content\">\n\n<p class=\"ml-4\" style=\"font-size:18px\"><em>Resources on Farmers.gov are available in 12 languages, although the scope of the content is different depending on the language. Local USDA Service Centers offer free interpretation services for some USDA programs and assistance.<\/em><\/p>\n\n<\/div><\/div>\n\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-tab tab\" data-label=\"Listening-to-Customers-and-Acting-on-Feedback\"><a class=\"tab-label\" href=\"#Listening-to-Customers-and-Acting-on-Feedback\" role=\"tab\">Listening to Customers and Acting on Feedback<\/a><div class=\"tab-pane\" id=\"Listening to Customers and Acting on Feedback\" role=\"tabpanel\">\n\n<p><\/p>\n\n\n<h5 class=\"wp-block-heading\" id=\"listening-to-customers-and-acting-on-feedback\"><strong>Listening to Customers and Acting on Feedback<\/strong><\/h5>\n\n\n<p style=\"font-size:18px\"><em>To understand and prioritize customer needs, agencies should collect, publish, analyze and act on feedback.<\/em><\/p>\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<p style=\"font-size:18px\">The agency:<\/p>\n\n\n<p style=\"font-size:18px\"><strong>1. Collects meaningful customer experience data across interactions and service delivery channels and shares it with the public.<\/strong><\/p>\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content\" data-color=\"#00CE7C\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:left\" data-size=\"btn-md\" data-alignment=\"left\" data-outline-color=\"#FFFFFF\"><a class=\"trigger btn-md\" style=\"color:#00CE7C;background-color:#FFFFFF;border-color:#FFFFFF\">Yes<\/a><div class=\"content\">\n\n<p class=\"ml-4\" style=\"font-size:18px\"><em>USDA collects and publicly shares customer experience data for its online services, in line with OMB guidance.<\/em><\/p>\n\n<\/div><\/div>\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<p style=\"font-size:18px\"><strong>2. Collects and analyzes first-hand customer feedback to understand customers\u2019 experiences, based on their own words.<\/strong><\/p>\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content\" data-color=\"#00CE7C\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:left\" data-size=\"btn-md\" data-alignment=\"left\" data-outline-color=\"#FFFFFF\"><a class=\"trigger btn-md\" style=\"color:#00CE7C;background-color:#FFFFFF;border-color:#FFFFFF\">Yes<\/a><div class=\"content\">\n\n<p class=\"ml-4\" style=\"font-size:18px\"><em>USDA collects first-hand customer feedback through web surveys, targeted surveys and direct interviews with customers.<\/em><\/p>\n\n<\/div><\/div>\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<p style=\"font-size:18px\"><strong>3. Aggregates and analyzes customer feedback across channels and programs, and shares feedback with relevant staff members so they can act on it.<\/strong><\/p>\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content\" data-color=\"#00CE7C\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:left\" data-size=\"btn-md\" data-alignment=\"left\" data-outline-color=\"#FFFFFF\"><a class=\"trigger btn-md\" style=\"color:#00CE7C;background-color:#FFFFFF;border-color:#FFFFFF\">Yes<\/a><div class=\"content\">\n\n<p class=\"ml-4\" style=\"font-size:18px\"><em>USDA aggregates and analyzes customer feedback across channels and programs. The agency\u2019s web team monitors and acts on feedback weekly, and data is shared quarterly with FPAC leadership and other relevant staff.<\/em><\/p>\n\n<\/div><\/div>\n\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-full-width-column pps-full-width-column border-top-1\" data-bg-type=\"color\" data-bg-color-opacity=\"100\" data-bg-overlay-color-opacity=\"100\"><div class=\"pps-overlay\">\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<a class=\"wp-block-pps-gutenberg-blocks-button aligncenter pps-button rectangular_without_border with-icon align-center btn-lg\" target=\"_self\" href=\"https:\/\/ourpublicservice.org\/cx-2021\/\" data-label=\"Back to Customer Experience Profiles\" data-color=\"#000000\" data-color-opacity=\"100\" data-bg-color=\"#ffffff\" data-bg-color-opacity=\"100\" data-graphic-position=\"before\" data-button-style=\"rectangular_without_border\" data-graphic-type=\"icon\" data-type-of-url=\"page\" data-icon=\"arrow-left\" style=\"color:#000000;border:1px solid #000000;background-color:#ffffff\" rel=\"noopener noreferrer\"><i class=\"fa fa-arrow-left before\"><\/i><span>Back to Customer Experience Profiles<\/span><\/a>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content rounded-0 border-2\" data-color=\"#676E9F\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:center\" data-alignment=\"center\" data-outline-color=\"#676E9F\"><a class=\"trigger\" style=\"color:#676E9F;background-color:#FFFFFF;border-color:#676E9F\">Footnotes and Methodology<\/a><div class=\"content\">\n<p><strong>Footnote<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>USDA Pandemic Cover Crop Program. Retrieved from&nbsp;<a href=\"https:\/\/www.farmers.gov\/cover-crops\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/www.farmers.gov\/cover-crops<\/a>.&nbsp;<\/li>\n\n\n\n<li>Farm Service Agency&nbsp;2020 Customer Experience Action Plan. Retrieved from&nbsp;<a href=\"https:\/\/bit.ly\/3bm1Oyr\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/bit.ly\/3bm1Oyr<\/a>.&nbsp;<span style=\"text-align: initial; color: initial; font-family: -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, Oxygen-Sans, Ubuntu, Cantarell, &quot;Helvetica Neue&quot;, sans-serif;\">&nbsp;<\/span><\/li>\n<\/ol>\n\n\n\n<p><strong>Customer experience indicators methodology<\/strong><\/p>\n\n\n\n<p>The Partnership and Accenture developed the following list of practices to understand how agencies prioritize the customer experience, and steps they can take to improve. The list is based on research about effective customer experience practices in government and the private sector, and aligns with practices in a customer experience maturity self-assessment for agencies developed by the Office of Management and Budget.<\/p>\n\n\n\n<p><strong>Organizational Commitment<\/strong><\/p>\n\n\n\n<p>A strong commitment and plan from agency leaders to prioritize customer experience is essential for sustained progress.<\/p>\n\n\n\n<p>The agency:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Includes high-quality customer experience in its strategic goals.\n<ul class=\"wp-block-list\">\n<li>Criteria: a) customer experience with the agency\u2019s services is listed in the strategic plan as one of the organization\u2019s top priorities, or a supporting goal of one of the priorities b) the strategic plan provides specific actions the agency will take to improve customer experience\u202f<br><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Specifies customer feedback as a key measure of the organization\u2019s performance.\n<ul class=\"wp-block-list\">\n<li>Criteria: There is a performance measure included in the agency\u2019s strategic plan, annual performance report or agency priority goals that is based on feedback directly from customers.\u202f<br><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Has a senior executive with the responsibility and authority to lead efforts to improve the customer experience across the organization.\n<ul class=\"wp-block-list\">\n<li>Criteria: Based on a review of the agency\u2019s organizational chart and online descriptions of leadership positions, the agency has an executive who meets the following criteria: a) customer experience is that executive\u2019s primary responsibility b) the executive reports to the head of the organization or a deputy c) the executive\u2019s work spans all major service delivery channels (e.g., online services, contact centers, face-to-face services).<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n\n\n\n<p><strong>Ease of Customer Interactions<\/strong><\/p>\n\n\n\n<p><em>Interactions with the federal government should be easy, transparent and designed around user needs.<\/em><\/p>\n\n\n\n<p>For the most common services provided, customers can:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Complete common transactions using the service delivery channel of their choice.\n<ul class=\"wp-block-list\">\n<li>Criteria: Based on a review of the agency\u2019s website, customers have multiple options to complete common transactions including going online, calling, using webchat and visiting field offices or other physical locations.\u202f<br><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Obtain status updates through online self-service.\n<ul class=\"wp-block-list\">\n<li>Criteria: customers can get real-time updates through an online self-service channel that provides estimated timelines.<br><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Receive a response to feedback or answers to questions over social media.\n<ul class=\"wp-block-list\">\n<li>Criteria: Does the agency respond to questions through the direct message feature on Facebook and Twitter, or in the comment section of posts? To assess this, we examined social media posts on the service\u2019s primary account across a three-month period. \u201cNo\u201d indicates the agency never or rarely responds to comments; \u201cpartially\u201d indicates the agency responds sometimes, but not consistently; and \u201cyes\u201d indicates the agency responds to comments on a frequent and consistent basis.<br><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Access online information and support in languages other than English.\n<ul class=\"wp-block-list\">\n<li>Criteria: \u201cNo\u201d indicates content is available only in English and translation features are not available on the website; \u201cpartially\u201d indicates that some content or services are available in English and Spanish; \u201cyes\u201d indicates that content or services are available in English and Spanish and additional languages.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n\n\n\n<p><strong>Listening to Customers and Acting on Feedback<\/strong><\/p>\n\n\n\n<p><em>To understand and prioritize customer needs, agencies should collect, publish, analyze and act on feedback.<\/em><\/p>\n\n\n\n<p>The agency:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Collects meaningful customer experience data across interactions and service delivery channels and shares it with the public.\n<ul class=\"wp-block-list\">\n<li>Criteria: In alignment with the Office of Management and Budget\u2019s guidance on customer experience measurement, the agency shares customer feedback with the public and that: a) represents multiple service delivery channels b) provides details into different aspects of the experience (i.e., beyond overall customer satisfaction)<br><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Collects and analyzes first-hand customer feedback to understand customers\u2019 experiences, based on their own words.\n<ul class=\"wp-block-list\">\n<li>Criteria: In alignment with Office of Management and Budget\u2019s guidance on customer experience measurement, in customer or user research such as interviews, focus groups, surveys and other feedback mechanisms, customers can describe their experiences in their own words, and the agency has automated analytic capabilities to identify and act on insights that emerge from customer feedback data.<br><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Aggregates and analyzes customer feedback across channels and programs, and shares feedback with relevant staff members so they can act on it.\n<ul class=\"wp-block-list\">\n<li>Criteria: Agency has an automated system to collect feedback across multiple channels and programs into a centralized location, analyze it for insights, and share those insights with relevant agency business owners or other appropriate colleagues responsible for taking action. The agency also tracks the impact of actions taken in response to customer feedback.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<\/div><\/div>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/2560px-Accenture.svg-1024x270.png\" alt=\"\" class=\"wp-image-28065\" width=\"256\" height=\"68\" srcset=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/2560px-Accenture.svg-1024x270.png 1024w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/2560px-Accenture.svg-300x79.png 300w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/2560px-Accenture.svg-768x203.png 768w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/2560px-Accenture.svg-1536x405.png 1536w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/2560px-Accenture.svg-2048x540.png 2048w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/2560px-Accenture.svg-1600x422.png 1600w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/2560px-Accenture.svg-1920x506.png 1920w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/2560px-Accenture.svg-1200x316.png 1200w\" sizes=\"auto, (max-width: 256px) 100vw, 256px\" \/><\/figure><\/div>\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-text-align-center has-small-font-size\"><em>This customer experience profile was produced in collaboration with&nbsp;<\/em><a href=\"https:\/\/www.accenture.com\/us-en\/industries\/afs-index?c=psv_us_accenturefedera_10490752&amp;n=psgs_brand_0119&amp;gclid=Cj0KCQjwh8jrBRDQARIsAH7BsXdzhqDvl1RTe7rFMzfpi_y2GDSDk8Ip59-G15YcQSxmB4_I0yI7XF4aAo6DEALw_wcB\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Accenture Federal Services<\/em><\/a>.<\/p>\n<\/div><\/div>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Farm Production and Conservation Mission Area, Department of Agriculture Executive Summary Data Highlights Customer Experience Insights Delivering Services Equitably Leading Customer Experience Practices The Farm Production and Conservation mission area at&nbsp;USDA&nbsp;provides&nbsp;farm loans,&nbsp;conservation services and other assistance&nbsp;to&nbsp;farmers, ranchers and other stewards of private agricultural lands.&nbsp; USDA customers appreciate the agency\u2019s commitment to&nbsp;providing&nbsp;personalized services&nbsp;and up-to-date information\u2014whether in&nbsp;service&#8230;<\/p>\n","protected":false},"author":73,"featured_media":29604,"parent":29524,"menu_order":12,"comment_status":"open","ping_status":"open","template":"","meta":{"_acf_changed":false,"sort-date":"","content-type":"","om_disable_all_campaigns":false,"_searchwp_excluded":"","footnotes":""},"class_list":["post-29603","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.2 (Yoast SEO v26.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Farm Loan and Conservation Services &#8226; Partnership for Public Service<\/title>\n<meta name=\"description\" content=\"Farm Production and Conservation Mission Area, Department of Agriculture\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ourpublicservice.org\/our-solutions\/customer-experience\/y2021\/farm-loan-and-conservation-services\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Farm Loan and Conservation Services\" \/>\n<meta property=\"og:description\" content=\"The Partnership for Public Service is a nonprofit, nonpartisan organization that strives for a more effective government for the American people.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/ourpublicservice.org\/our-solutions\/customer-experience\/y2021\/farm-loan-and-conservation-services\/\" \/>\n<meta property=\"og:site_name\" content=\"Partnership for Public Service\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/partnershipforpublicservice\/\" \/>\n<meta property=\"article:modified_time\" content=\"2022-11-15T15:27:13+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/USDA-header-2021-scaled-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"776\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@RPublicService\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/ourpublicservice.org\/our-solutions\/customer-experience\/y2021\/farm-loan-and-conservation-services\/\",\"url\":\"https:\/\/ourpublicservice.org\/our-solutions\/customer-experience\/y2021\/farm-loan-and-conservation-services\/\",\"name\":\"Farm Loan and Conservation Services &#8226; 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