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CX Performance Data
Ryan Wold edited this page Aug 16, 2024
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Touchpoints was created to support CX (Customer Experience) Performance reporting in the federal government.
Each quarter, High Impact Service Providers (HISPs) report results from customer satisfactions surveys for designated services.
The data is published at https://performance.gov/cx/data/handbook.
The tables below describe the data fields included in the csv and json files available for download.
- Service Providers
- Services
- CX Collections
- CX Collection Details
- CX Responses
A Service Providers represents a HISP (High-impact Service Provider); a federal entity, as designated by the Director of the Office of Management and Budget (OMB), that provides or funds customer-facing services, including Federal services administered at the State or local level.
| Field Name | Sample Input | Format | Description |
|---|---|---|---|
| id | 36 | Number | Unique number for a collection record. A collection record is generated for each HISP each reporting quarter. A record indicates whether HISP has reported survey(s) for the quarter, as well as how many surveys were reported.organization_id |
| organization_name | Department of Agriculture | Text | Name of department |
| name | Farm Service Agency | Text | Name of HISP |
| slug | usda-fsa | Text | Abbreciation of department and HISP namesdescription |
| department_abbreviation | usda | Text | Abbreviation of department name |
| bureau | Farm Service Agency | Text | Name of HISP |
| url | Text | HISP may provide a website link to their agency. | |
| new | FALSE | Boolean | True or False for whether HISP is a new service provider. |
| inactive | FALSE | Boolean | True or False for whether HISP is inactive. |
A Service represents a service provided by a federal government agency.
| Field Name | Sample Input | Format | Description |
|---|---|---|---|
| id | 2 | Number | Unique identifier for a Service. |
| name | Receiving outpatient services | Text | Name of designated service of the HISP |
| short_description | VHA sends email surveys to everyone who receives outpatient services. | Text | HISP provides a description of the designated service. |
| organization_id | 2129 | Number | Unique number for each department. A department may contain several HISPs |
| organization_abbreviation | VA | Text | Abbreviation of each department name |
| organization_name | Department of Veterans Affairs | Text | Name of department |
| service_provider_id | 21 | Number | Unique number for each HISP |
| service_provider_name | Veterans Health Administration | Text | Name of HISP |
| service_provider_slug | va-vha | Text | Abbreviation of department and HISP names |
| contact_center | FALSE | Boolean | True or False for whether the service involves a contact center and/or an interaction with a contact center |
| kind | [] | Text | Identifies the category of service: compliance, administrative, benefits, recreation, informational, data and research, and regulatory |
| year_designated | 2023 | String | Which FY was this service designated? |
| transactional | FALSE | Boolean | True or False for whether the service is transactional |
| hisp | true | Boolean | True or False for identifying the agency as a HISP |
| homepage_url | Text | HISP may provide a website link to their service | |
| channels | [] | Text | HISP select channel(s) where their service is delivered |
| tags | [] | Text | HISP may add tags as needed. No strict guidance on tag type |
A Collection represents the 2nd version of the quarterly CX Data Collection. (Starting FY 2024)
| Field Name | Format | Description | Sample Input |
|---|---|---|---|
| aasm_state | string | The state of the record | published |
| created_at | datetime | The timestamp when the record was created | 2024-03-26T20:46:03.778Z |
| fiscal_year | string | The fiscal year of the report | 2024 |
| id | integer | Unique record id | 123 |
| integrity_hash | string | A hash value for data integrity | asf908asdf90-8sd90asd8fasddsadsf8 |
| name | string | Name of the report | CX Quarterly Reporting |
| organization_id | integer | Identifier for the organization | 2098 |
| organization_name (Service provider | integer | Organization Name | General Services Administration |
| quarter | string | The quarter of the fiscal year | 2 |
| rating | string | The rating for the service | true,false,partial |
| service_id | integer | Identifier for the service | 74 |
| service_name | string | Name for the service | USA.gov |
| service_provider_id | integer | Unique ID for the Service Provider | 36 |
| service_provider_name | integer | Name of the Federal Agency Service Provider | Public Experience Portfolio |
| submitted_at | datetime | The timestamp when the report was submitted | 2024-06-12T15:38:13.751Z |
| updated_at | datetime | The timestamp when the record was last updated | 2024-06-12T15:38:25.098Z |
| user_id | integer | Unique ID for the user | 2086 |
| cx_collection_details_count | integer | Identifier for the user | 3 |
Each CXCollection has_many CXCollectionDetail records.
| Field Name | Format | Description | Sample Input |
|---|---|---|---|
| id | integer | Identifier for the CX Collection Details record | 75 |
| channel | string | The channel through which the interaction occurred | computer |
| created_at | datetime | The timestamp when the record was created | 2023-07-31 12:34:56 |
| cx_collection_id | integer | Identifier for the CX Collection | 148 |
| omb_control_number | string | OMB control number for the survey | 0412-0609 |
| service_id | integer | Identifier for the service | 132 |
| service_name | integer | Name of the Service | Passports |
| service_provider_id | integer | Identifier for the Service Provider | 9722 |
| service_provider_name | string | Name of the Service Provider | Bureau of Consular Affairs |
| service_stage_id | integer | Identifier for the service stage | 317 |
| service_stage_name | string | Name of the Service Stage | end |
| survey_title | string | Title of the survey | USAID Pre-Engagement Assessment Post Transaction Survey |
| survey_type | string | Type of the survey | thumbs up/down, likert scale |
| trust_question_text | string | Text of the question assessing trust | The assessment increased my trust in the USAID partnership process. |
| updated_at | datetime | The timestamp when the record was last updated | 2023-07-31 14:56:78 |
| volume_of_customers | integer | The total volume of customers this quarter | 3240 |
| volume_of_customers_provided_survey_opportunity | integer | The number of customers who were provided the opportunity to take the survey this quarter | 2324 |
| volume_of_respondents | integer | The number of respondents who completed the survey this quarter | 381448 |
The CX Response table holds details response records reported by HISP services each quarter.
| Field Name | Format | Description | Sample Input |
|---|---|---|---|
| id | integer | Identifier for each response in submitted datasets | 67170 |
| created_at | datetime | The timestamp when the record was created | 2023-07-31 12:34:56 |
| cx_collection_detail_id | integer | Identifier for the CX Collection detail | 123 |
| cx_collection_detail_upload_id | integer | Identifier for the CX Collection Detail Upload | 456 |
| external_id | string | External identifier for the record | EXT-789 |
| job_id | string | A unique ID assigned when a batch of responses is imported | JOB-101112 |
| negative_ease | string | Negative feedback on ease of use | 0,1 |
| negative_effectiveness | string | Negative feedback on effectiveness | 0,1 |
| negative_efficiency | string | Negative feedback on efficiency | 0,1 |
| negative_employee | string | Negative feedback on employee interaction | 0,1 |
| negative_humanity | string | Negative feedback on human-centered approach | 0,1 |
| negative_other | string | Other negative feedback | 0,1 |
| negative_transparency | string | Negative feedback on transparency | 0,1 |
| positive_ease | string | Positive feedback on ease of use | 0,1 |
| positive_effectiveness | string | Positive feedback on effectiveness | 0,1 |
| positive_efficiency | string | Positive feedback on efficiency | 0,1 |
| positive_employee | string | Positive feedback on employee interaction | 0,1 |
| positive_humanity | string | Positive feedback on human-centered approach | 0,1 |
| positive_other | string | Other positive feedback | 0,1 |
| positive_transparency | string | Positive feedback on transparency | 0,1 |
| question_1 | string | Thumbs up/down feedback or 1-5 Likert Scale | 0,1 or 1,2,3,4,5 |
| updated_at | datetime | The timestamp when the record was last updated | 2023-07-31 14:56:78 |