Who’s your website manager?
The importance of HR and accountability to improving digital service delivery at federal agencies.
Rachel Flagg
GSA |
rachel.flagg@gsa.gov
Rachel is a digital strategist on the Service Design team in GSA’s Office of Customer Experience (OCE).
News and Events
Digital governance at GSA
A peek into GSA’s internal processes for managing their websites and improving digital experience.
Policy
Go-Live Checklist for Federal Websites
Covering the breadth of federal web policy, the new downloadable checklist organizes policy requirements into nine categories and explains what your agency needs to do to meet each requirement.
This Week's IDEA
Measure Performance to Make Continuous Improvements
This week, we’re exploring what it means to measure performance, and we’re taking a look at how listening to customers is the best way to continuously improve websites and digital services.
This Week’s IDEA
Who’s on Your Digital Dream Team?
This week, we’re exploring what it means to establish effective governance, and looking at ways to clarify and fill the roles of all the players on your team.
This Week's IDEA
Meet Your Federal Web Council
When something important needs to be coordinated across the federal web space, the Federal Web Council is the vehicle for getting it done.
Learn About the Updated IT Accessibility Standards
Effective January 18, 2018, the revised 508 standards modernize the federal government’s IT accessibility standards and bring us into alignment with governments around the world.
Creating a Culture of Engagement – Webinar Recap
Employee engagement, evidenced by displays of dedication, persistence, effort and overall attachment to organization and mission, is a key factor in business success, but it can be a struggle for government organizations. Organizational leaders seeking to cultivate a culture of engagement need tangible examples of how to successfully move the needle in a positive direction.
Case Study: OCSIT’s Email Customer Survey Process
At GSA’s Office of Citizen Services and Innovative Technologies (OCSIT), we offer technology services and tools to make government work better. To help us gauge the effectiveness of the programs we offer to other government agencies, in 2013 we launched our first Government Customer Experience Index (GCXi) survey.
Digging Into the Data of Our Customer Survey
As a follow-up to the recent post about our annual customer satisfaction survey, we wanted to dig into the data and share some of the overall results to give you some more insights into how we’re using your feedback to improve our programs and services.
CX Community—Year One
Customer experience, or CX, is everywhere these days. If you’re wondering how customer experience differs from customer service, customer service usually involves a single interaction, such as a phone call to your cable company, while the customer experience encompasses the entire relationship.
OCSIT’s 2015 Customer Survey—What We Learned
Three years ago, GSA’s Office of Citizen Services and Innovative Technologies (OCSIT) set out to design a system to consistently measure customer satisfaction across our office. We were inspired by the Digital Government Strategy, which tasks agencies to adopt a customer-centric approach to service delivery.
Connecting with the Social and Behavioral Sciences Team
The new Social and Behavioral Sciences Team (SBST) aims to make government programs more effective and efficient. Amira Choueiki from the SBST joined us to explain what the SBST does, and to discuss some of the projects they’ve worked on.
