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diff --git a/...quirements-for-transforming-federal-customer-experience-and-service-delivery.md b/...quirements-for-transforming-federal-customer-experience-and-service-delivery.md
@@ -0,0 +1,107 @@
+---
+date: 2024-12-04
+
+title: "Requirements for transforming federal customer experience and service delivery"
+deck: "Understand the policy framework: Executive Order 14058 and OMB Circular A-11 Section 280"
+summary: "Learn how to strengthen customer experience and service delivery within your federal agency."
+
+# See all authors at https://digital.gov/authors
+authors:
+  - cathryn-camenzind
+
+# See all topics at https://digital.gov/topics
+topics:
+  - customer-experience
+  - governance
+  - human-centered-design
+  - information-collection
+  - policy
+  - trust
+
+slug: requirements-for-transforming-federal-customer-experience-and-service-delivery
+primary_image: 
+
+# Controls how this page appears across the site
+# 0 -- hidden
+# 1 -- visible
+# 2 -- highlighted
+weight: 1
+
+---
+
+## Why is customer experience important?
+
+Digital programs deliver trusted services by putting their users first.
+
+Each year, the federal government provides information and services to more than 400 million individuals, families, businesses, and organizations. Understanding customer needs and implementing a customer experience strategy can increase the public’s trust in your program, agency, and the federal government.
+
+## What’s in the executive order?
+
+In 2021, the White House issued [Executive Order 14058: Transforming customer experience and service delivery to rebuild trust in government](https://www.whitehouse.gov/briefing-room/presidential-actions/2021/12/13/executive-order-on-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government/) to recommit to being of the people, by the people, and for the people, and improving service delivery and customer experience as fundamental priorities. To learn more about the executive order, read the fact sheet, [Putting the Public First: Improving Customer Experience and Service Delivery for the American People](https://www.whitehouse.gov/briefing-room/statements-releases/2021/12/13/fact-sheet-putting-the-public-first-improving-customer-experience-and-service-delivery-for-the-american-people/).
+
+Executive Order 14058 requires all executive branch agencies to manage [customer experience](https://digital.gov/topics/customer-experience/) and improve service delivery using customer experience best practices and a [human-centered](https://digital.gov/guides/hcd/) approach. Specifically, the executive order says the federal government must design and deliver services in a manner that people of all abilities can navigate. Agencies should:
+
+- Continually improve their understanding of their customers
+- Reduce administrative hurdles and paperwork burdens to minimize “time taxes”
+- Enhance transparency
+- Create greater efficiencies across government
+- Redesign and simplify compliance-oriented processes
+
+{{< ring title="Executive Order 14058">}}
+[Explore Executive Order 14058: Transforming customer experience and service delivery to rebuild trust in government](https://www.whitehouse.gov/briefing-room/presidential-actions/2021/12/13/executive-order-on-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government/)
+{{< /ring >}}
+
+## What’s in OMB Circular A-11 Section 280?
+
+What’s in OMB Circular A-11 Section 280?
+In 2023, the Office of Management and Budget (OMB) updated [OMB Circular A-11 Section 280: Managing Customer Experience and Service Delivery (PDF, 376 KB, 14 pages)](https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf). The circular provided guidance to help federal agencies implement leading practices in customer experience across the federal government and [deliver trusted digital services](https://digital.gov/topics/trust/) that meet customer expectations. It also provided recommendations on how to manage and plan customer experience initiatives, strategies for measuring the performance of federal services, and guidance for [high-impact service providers](https://www.performance.gov/cx/hisps/) (HISPs) on delivering customer-facing services.
+
+This update simplified structures for transaction surveys and data collection, and outlined leading practices for effective management of customer experience. It also identified connections between customer research efforts and the [Paperwork Reduction Act](https://pra.digital.gov/), and additional detail on the collection of digital [analytics](https://digital.gov/topics/analytics/) data to augment transactional surveys.
+
+OMB’s policy guidance in OMB Circular A-11 Section 280: Managing Customer Experience and Improving Service Delivery says, “All agencies should apply the guidance provided in this section for annual customer experience management and planning, as well as the design of feedback surveys and measurement strategies for the performance of [f]ederal services.” 
+
+{{< ring title="OMB Circular A-11">}}
+[Explore OMB Circular A-11 Section 280: Managing Customer Experience and Service Delivery (PDF, 376 KB, 14 pages)](https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf)
+{{< /ring >}}
+
+### How should agencies identify and deliver services?
+
+Agencies must identify paper-based or in-person government services for digitization in accordance with the [requirements for delivering a digital-first public experience](https://digital.gov/resources/delivering-digital-first-public-experience/).
+
+To fulfill this requirement, agencies will be required to provide information about public-facing services to the Federal Services Index, which is currently under development. OMB, in coordination with GSA, will release additional instructions for agencies about this requirement. Agencies should refer to the [OMB Memorandum M-23-22 MAX page](https://community-dc.max.gov/x/pwiFkQ) for updates about this requirement.
+
+Service delivery through multiple channels increases access and participation, ensuring that government services are available to all — including those who need them the most, such as underserved communities. Agencies are encouraged to leverage a multi-channel approach — when appropriate, feasible, and supported by customer research.
+
+### How should agencies analyze digital services?
+
+OMB Circular A-11 requires agencies to gather and analyze customer experience data of their digital services, including the following, among others:
+
+* Using an agency's digital analytics (such as the [Digital Analytics Program (DAP)](https://digital.gov/guides/dap/))
+* Reviewing web analytics data, including clicks, pageviews, and other transactions
+* Attaching timestamps to data points to trace a user's journey through time and analyze macro-level shifts in user behavior over longer time periods
+
+{{< featured-resource link="guides/hcd/introduction/" kicker="Get started">}}
+
+### High-impact service providers
+
+OMB designates and maintains a list of high-impact service providers — federal entities that provide or fund high-impact customer-facing services, either due to a large customer base or a high impact on those served by the program.
+
+Given the significance of the services they provide and the requirements in Executive Order 14058, high-impact service providers take steps to manage customer experience. For example, they must implement at least one customer feedback survey for each of their current designated services to understand the perception of customers and their interaction with federal services.
+
+{{< note >}}When crafting the customer feedback surveys, high-impact service providers include three prompts:
+
+- This [interaction / service] increased my trust in [provider].
+- What about this interaction made the difference? **OR** What could have been better?
+- Anything else you want us to know about your experience?
+
+To learn more about the survey framework, including question wording and branching logic, check out pages 9-12 of [OMB Circular A-11 (PDF, 376 KB, 14 pages)](https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf); Section 280.14: "How should HISPs collect and submit 'post-transaction' feedback data?"
+{{< /note >}}
+
+## Connect with others interested in transforming customer experience and service delivery
+
+Join the [User Experience Community of Practice](https://digital.gov/communities/user-experience/) to share and explore best practices for creating great user experiences in government.
+
+{{< note >}}Digital.gov provides information and resources for federal agencies related to web and digital policies. However, we cannot interpret the statutes or specific requirements.
+
+Contact OMB’s Office of the Federal CIO at [[email protected]](mailto:[email protected]) with any questions about interpretations of the law and guidance.
+{{< /note >}}
diff --git a/data/job_board.yml b/data/job_board.yml
@@ -6,8 +6,6 @@
 # Jobs with a close date before the current date will automatically be omitted
 
 
-
-
 - title: Community Outreach Specialist
   department: Department of Homeland Security
   location: Anywhere in the U.S. (remote job)
@@ -20,39 +18,6 @@
     - Communicators
     - Plain Language
 
-- title: MANAGING DIRECTOR COMMUNICATIONS
-  department: Other Agencies and Independent Organizations
-  location: Washington, District of Columbia
-  description: >
-          This position is part of the U.S. International Development Finance Corporation (DFC), Office of External Affairs. As the Managing Director, Communications you will develop and implement communication strategies that promote the DFC's mission, values, and objectives to key stakeholders, including the public, policymakers, media outlets, and private sector partners.
-  open_date: 2024-11-07
-  close_date: 2024-11-29
-  apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/804478300
-  cop_topics:
-    - Communicators
-
-- title: MANAGING DIRECTOR COMMUNICATIONS
-  department: Other Agencies and Independent Organizations
-  location: Washington, District of Columbia
-  description: >
-          This position is part of the U.S. International Development Finance Corporation (DFC), Office of External Affairs. As the Managing Director, Communications you will develop and implement communication strategies that promote the DFC's mission, values, and objectives to key stakeholders, including the public, policymakers, media outlets, and private sector partners.
-  open_date: 2024-11-07
-  close_date: 2024-11-29
-  apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/804477900
-  cop_topics:
-    - Communicators
-
-- title: Visual Information Specialist
-  department: Department of the Treasury
-  location: Location Negotiable After Selection
-  description: >
-          This position is located at Office of the Inspector General for Tax Admin,Office of Audit. As a Visual Information Specialist, you will manage and oversee visual information projects, providing design, production, and consultation services. These projects will support TIGTA's Office of Audit and activities through visual means, including print and online dashboarding.
-  open_date: 2024-11-12
-  close_date: 2024-11-26
-  apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/818619700
-  cop_topics:
-    - Communicators
-
 - title: Managing Director, Stakeholder Engagement and Events
   department: Other Agencies and Independent Organizations
   location: Washington, District of Columbia
@@ -75,77 +40,6 @@
   cop_topics:
     - Communicators
 
-- title: Writer-Editor
-  department: Legislative Branch
-  location: Washington, District of Columbia
-  description: >
-          This position is located in the Office of Public Information and Education Directorate, Copyright Office. The position description number for this position is 414903. The salary range indicated reflects the locality pay adjustments for the Washington, D.C., Metropolitan area. This is a non-supervisory, non-bargaining unit position. Relocation expenses will not be authorized for the person(s) selected under this vacancy announcement.
-  open_date: 2024-11-07
-  close_date: 2024-12-02
-  apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/818194900
-  cop_topics:
-    - Communicators
-
-- title: Management and Program Analyst (Customer Experience)
-  department: Department of Commerce
-  location: Alexandria, Virginia
-  description: >
-          Are you looking to join an agency that celebrates, supports and thrives on building the bridge that ensures intellectual property rights (IPR) are accessible to everyone? The Management and Program Analyst (CX) is responsible for planning, designing, and conducting projects, research, and/or studies to analyze, evaluate, develop, and recommend methods to improve business operations and service delivery to customers.
-  open_date: 2024-11-14
-  close_date: 2024-11-28
-  apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/819082700
-  cop_topics:
-    - User Experience
-    - Web Analytics
-    - Web Managers
-
-- title: Management and Program Analyst (Customer Experience)
-  department: Department of Commerce
-  location: Alexandria, Virginia
-  description: >
-          Are you looking to join an agency that celebrates, supports and thrives on building the bridge that ensures intellectual property rights (IPR) are accessible to everyone? The Management and Program Analyst (CX) is responsible for planning, designing, and conducting projects, research, and/or studies to analyze, evaluate, develop, and recommend methods to improve business operations and service delivery to customers.
-  open_date: 2024-11-14
-  close_date: 2024-11-28
-  apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/819083000
-  cop_topics:
-    - User Experience
-    - Web Analytics
-    - Web Managers
-
-- title: IT Specialist (APPSW/PLCYPLN)
-  department: Other Agencies and Independent Organizations
-  location: Multiple Locations
-  description: >
-          This position is in the Office of Research and Development, Office of Science Information Management, Application and Information Management Division. About ORD This is an office-centered position*--you must physically report to one of the duty stations stated in this announcement on a regular basis (location TBD after candidate selected). *EPA offers work-from-home and work schedule flexibilities as described in the Benefits section.
-  open_date: 2024-11-15
-  close_date: 2024-11-28
-  apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/819068100
-  cop_topics:
-    - Web Analytics
-    - Web Managers
-
-- title: Public Affairs Specialist
-  department: Department of the Army
-  location: Walla Walla, Washington
-  description: >
-          About the Position: The Walla Walla District US Army Corps of Engineers is comprised of motivated and talented employees providing the very best engineering services for communities in the Pacific Northwest. The District helps manage local water resources for navigation, flood damage reduction, disaster assistance, hydroelectric power generation, and other natural and heritage areas.
-  open_date: 2024-11-13
-  close_date: 2024-11-26
-  apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/818473300
-  cop_topics:
-    - Communicators
-
-- title: Communications Engagement Specialist
-  department: Department of Justice
-  location: Washington, District of Columbia
-  description: >
-          This position serves as Communications Engagement Specialist in the Bureau of Justice Assistance (BJA), Operations Office, Communications and Governmental Affairs. This position is responsible for engaging with a variety of key BJA stakeholders using outreach strategies and tactics that include regular liaison, distribution of BJA resources, materials and information, public events and targeted campaigns.
-  open_date: 2024-11-19
-  close_date: 2024-12-02
-  apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/819779600
-  cop_topics:
-    - Communicators
-
 - title: Division Chief of Product Management, GS-0301-15, FPL 15 (DE)
   department: Department of Education
   location: Washington, District of Columbia
@@ -190,7 +84,8 @@
   close_date: 2024-12-06
   apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/820782100
   cop_topics:
-    - Web Analytics
+    - Communicators
+    - Social Media
     - Web Managers
 
 - title: Digital Communications Strategist (Customer Experience)
@@ -202,8 +97,8 @@
   close_date: 2024-12-06
   apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/820781900
   cop_topics:
-    - User Experience
-    - Web Analytics
+    - Communicators
+    - Social Media
     - Web Managers
 
 - title: Director of Communications and Outreach, AD-0301-00 (Senior Manager) (Excepted Service)
@@ -259,8 +154,43 @@
   description: >
           The Office of Inspector General (OIG) is an independent office whose mission is to promote excellence, integrity, and accountability throughout the Department of Homeland Security (DHS). In our dynamic environment, the OIG conducts investigations, audits, evaluations, and inspections to enhance program effectiveness and efficiency and to detect and prevent waste, fraud, and mismanagement in DHS programs and operations.
   open_date: 2024-11-25
-  close_date: 2024-12-04
+  close_date: 2024-12-09
   apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/820794100
   cop_topics:
     - User Experience
-    - Web Managers
+    - Web Managers
+
+- title: IT Project Manager (SYSANALYSIS)
+  department: General Services Administration
+  location: Anywhere in the U.S. (remote job)
+  description: >
+          As an IT Project Manager (SYSANALYSIS), you will serve as a Contact Center Modernization Lead. In this role, you will oversee cooperative critical Contact Center modernization efforts between the Centers of Excellence (CoE) and partnering agencies. These efforts will allow you to guide and improve the initial point of contact between the American public and federal agencies while facing some of the most complex and impactful challenges in public service.
+  open_date: 2024-12-03
+  close_date: 2024-12-13
+  apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/821822400
+  cop_topics:
+    - Contact Center
+
+- title: Customer Experience Strategist
+  department: Department of Health and Human Services
+  location: Woodlawn, Maryland
+  description: >
+          This position is located in the Department of Health & Human Services (HHS), Centers for Medicare & Medicaid Services (CMS), Office of Communications (OC), Web & Emerging Technologies Group (WETG). As a Customer Experience Strategist, GS-0301-13, you will be responsible for increasing the internal and/or external customer experience of the programs, services, and work unit and building competency for a data driven design approach.
+  open_date: 2024-12-04
+  close_date: 2024-12-08
+  apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/821854300
+  cop_topics:
+    - User Experience
+    - Web Analytics
+
+- title: Customer Experience Strategist
+  department: Department of Health and Human Services
+  location: Woodlawn, Maryland
+  description: >
+          This position is located in the Department of Health & Human Services (HHS), Centers for Medicare & Medicaid Services (CMS), Office of Communications (OC), Web & Emerging Technologies Group (WETG). As a Customer Experience Strategist, GS-0301-13, you will be responsible for increasing the internal and/or external customer experience of the programs, services, and work unit and building competency for a data driven design approach.
+  open_date: 2024-12-04
+  close_date: 2024-12-08
+  apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/821854100
+  cop_topics:
+    - User Experience
+    - Web Analytics
diff --git a/themes/digital.gov/src/scss/new/shortcodes/_note.scss b/themes/digital.gov/src/scss/new/shortcodes/_note.scss
@@ -52,14 +52,11 @@
 
   ol,
   ul {
-    margin-bottom: 0;
-    margin-top: 0;
-    padding-left: units(2.5);
-
     li {
-      margin-bottom: units(2);
+      margin-bottom: units(0.5);
     }
   }
+
   // For notes within list items
   li .note {
     @include u-padding-y("05");