USDA's customer experience initiatives for farmers, ranchers, and forest managers

USAgNet - 01/15/2024

Since President Joe Biden signed the Executive Order Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government in December 2021, USDA has been taking significant steps to improve customer experience (CX) and broaden access to its programs and services for America's farmers, ranchers, and forest managers.

One of the key actions taken by USDA's Farm Service Agency (FSA) involves simplifying the direct loan process. FSA introduced a Loan Assistance Tool, an interactive online guide that helps customers identify the most suitable direct loan products for their businesses. Additionally, a new Online Loan Application was launched to streamline the application process for loans, making it more convenient for agricultural communities.



USDA's Natural Resources Conservation Service (NRCS) has also been proactive in enhancing customer experience. They have focused on improving programs like the Regional Conservation Partnership Program (RCPP), Agricultural Conservation Easement Program (ACEP), and Conservation Stewardship Program (CSP).

These improvements are aimed at making it easier for agricultural producers and conservation partners to participate. One noteworthy effort is the RCPP Improvement Effort, which includes enhancements to the RCPP portal for partner use, simplification of agreements, and streamlining the reimbursement process.

NRCS introduced Act Now, a program that expedites the delivery of conservation practices. Act Now allows for immediate approval and allocation of funds for qualifying conservation program applications, contributing to the swift distribution of Inflation Reduction Act funds.

Moreover, USDA's Farm Production and Conservation Business Center initiated a nationwide prospective customer survey, the first of its kind. This survey is targeted at farmers, ranchers, and forest managers who have not yet engaged with USDA programs.

The objective is to gain a better understanding of their unique needs and preferences, ultimately leading to improved USDA service offerings. These efforts align with the goal of making government agricultural programs more accessible, equitable, and user-friendly.

USDA remains committed to fostering positive customer experiences and expanding access to its programs, supporting the vital agricultural communities that contribute to our nation's food security.

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