; and (B) is voluntarily made by the customer. 3. Comprehensive customer experience action plan (a) In general (1) Designation Not later than 1 year after the date of enactment of this Act, the Director shall designate agencies and high-impact service providers to develop an annual customer experience action plan. (2) Submission of CX Action Plans Not later than 1 year after the date of enactment of this Act, and annually thereafter, at a time determined by the Director, the head of each designated entity shall submit to the Director and to Congress and make publicly available the CX Action Plan of the designated entity. (b) CX Action Plan contents The CX Action Plan of a designated entity shall include— (1) a comprehensive customer experience strategy and corresponding implementation actions that adopt leading human-centered design practices that include— (A) conducting outreach to the public about the public services provided by the designated entity; (B) providing assistance to members of the public enrolling in or navigating the services of the designated entity; (C) streamlining and improving the accessibility of forms and digital experiences and ensuring the accessibility of services for customers with disabilities or limited English proficiency; (D) eliminating unnecessary administrative burdens on customers; (E) engaging in efforts to coordinate with other agencies to reduce the need for customers served by the designated entity to interact separately with multiple agencies; (F) preventing fraud and improving fraud and spam reporting capabilities; and (G) incorporating best practices from the private sector, including providing online services, telephone call-back services, and training to employees who provide customer service