The following entities are identified as High Impact Service Providers (HISPs) and are subject to the customer

experience section of the 2018 A-11 Guidance.

Department of Agriculture Department of Labor

U.S. Forest Service* Occupational Safety & Health Administration
Farm Service Agency Office of Workers’ Compensation Programs
Natural Resources Conservation Service
Department of State
Department of Commerce
Bureau of Consular Affairs
U.S. Patent and Trademark Office (Trademarks)
U.S. Patent and Trademark Office (Patents)
Department of Treasury
Department of Education Internal Revenue Service
Federal Student Aid
Department of Veterans Affairs
Department of Health & Human Services Veterans Health Administration
Centers for Medicare and Medicaid Services (Health Insurance Veterans Benefits Administration
Marketplace)
Centers for Medicare & Medicaid Services (Medicare)
Office of Personnel and Management
Department of Homeland Security Federal Employment Services
Transportation Security Administration Retirement Services
U.S. Customs and Border Protection
Citizenship and Immigration Services Social Security Administration
Federal Emergency Management Agency
Small Business Administration
Department of Housing and Urban Development Field Operations
FHA Single Family Loans and Resources Center
Interagency Initiative
Department of Interior Recreation.gov (U.S. Forest Service, National Park Service, U.S.
Trust Beneficiary Call Center, Office of the Special Trustee for Fish and Wildlife Service, Bureau of Land Management, Bureau of
American Indians Reclamation, U.S. Army Corps of Engineers, National Archives)
U.S. Fish and Wildlife Service

Last updated on 11/21/18. 1) SSA HISPs combined due to reorganization; 2) Forest

* The Forest Service high impact service subject to submission of data and CX
Action Plan is recreation.gov, so there will be one submission for both of these Service and recreation.gov submitting as one HISP 3) Trademarks and Patents
listed entities. submitting as two distinct HISPs