; 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; (2) information on the average amount of time it takes the designated entity to resolve a customer request and an identification and assessment of any backlog issues for key designated entity services, including the resolution of requests for passport services, veteran records, determinations of Social Security benefits, the processing of applications for Federal retirement benefits, and other similar services; (3) an assessment of opportunities for the designated entity to— (A) co-locate the services of the designated entity with other Federal services, where appropriate and in response to demonstrated customer needs; (B) increase the use of digital channels and self-service options, while ensuring efficient multi-channel offerings, in accordance with the 21st Century Integrated Digital Experience Act ( 44 U.S.C. 3501 note); and (C) increase the quantity and improve the quality of protections for personally identifiable information in customer data; (4) actions to build the capacity of the designated entity to deliver leading services and manage customer experience, including updating guidance and training materials for employees of the designated entity; (5) specific proposals to improve customer experience and service delivery, including— (A) progress on the delivery of the CX Action Plan of the fiscal year in which the CX Action plan is submitted against the commitments of the CX Action Plan of the prior fiscal year, including the performance of priority services (including wait and processing times, customer feedback, and the information described in paragraph (3)); and (B) plans for the fiscal year following the submission of the CX Action Plan