National Archives Seeks Feedback on Draft Customer Research Agenda
Press Release · Tuesday, October 4, 2022

Washington, DC

The National Archives and Records Administration (NARA) has posted a draft Customer Research Agenda and requests feedback from public and government customers, stakeholders, staff, and colleagues in the archival, historical, and records management communities.

The draft Customer Research Agenda is open for review and comment through October 21, 2022.

To view the draft, visit Archives.gov. Submit comments by email to customer_experience@nara.gov.

“Your collective experience with us matters, and we are working to better serve you,” said Stephanie Bogan, Chief Customer Experience Officer.

NARA will review and consider comments received by October 21, 2022, prior to finalizing its Customer Research Agenda. The final Agenda will be published on Archives.gov and updated annually.

“As published in NARA’s Strategic Goal 2:  Connect with Customers and Action Plan to Advance Customer Experience at NARA, we are deeply committed to learning directly from our customers and working together to design and deliver equitable and effective services for all,” Bogan said.

NARA is developing its Customer Research Agenda to guide the agency’s customer research and service improvement efforts. Its customer research will center on deepening the agency’s understanding of the wants, needs, and expectations that individuals, organizations, and communities have when interacting with the National Archives. In alignment with agency-wide efforts to expand NARA’s reach and access, the draft Customer Research Agenda includes questions that explicitly focus on helping NARA understand how the agency can expand access and participation. NARA’s goal is to ensure that its services are available to all, including groups that have been historically disadvantaged or excluded.

The draft Agenda is an important step toward achieving NARA’s Strategic Goal 2: Connect with Customers. These efforts also support government-wide initiatives to improve federal customer experience and service equity as represented in the President’s Management Agenda, Executive Order 13985, Executive Order 14058, and the Office of Management and Budget’s A-11 Circular §280.