Top 8 Best Practices for Federal Contact Centers

Jan 9, 2014 |

  1. Meet all Laws, Requirements, Policies, and Directives for Federal Contact Centers Understand and follow all Privacy, Security, Disability, and Service Contract Act requirements. 2. Use Performance Metrics to Influence Business Rules and Drive Improvements Develop Key Performance Indicators/Metrics (see Performance Goals). CSLIC could be used as a start. 3. Develop and Use a Comprehensive Quality Assurance Program Monitor quality.
 Read » Use of Digital Analytics Program: Beyond the Numbers

Nov 6, 2013 |

The National Park Service website,, is home to sites for the parks, programs, and subject-related content about the places and ideas that we preserve and protect for the American people. With roughly a thousand content authors dispersed across the country, Read »

Understanding Your Users’ Needs By Analyzing Search Terms

Oct 24, 2013 |

Analyzing your visitors’ search terms can help you better understand their needs. It can provide valuable data about the content and organization of the content on your site. Create a Semi-Automated Report of Terms Here’s how to create a semi-automated report for analyzing large amounts of search data on a regular basis. A human still Read »

Hosting Successful Federal Twitter Chats

Oct 17, 2013 |

One way to leverage Twitter, beyond the basics of sending messages and engaging in dialogue, is to organize a Town Hall discussion, or Twitter chat. New guidance on preparing a live chat is now available, and we need your agencies to contribute your own policies Read »

Communication is Key in Measuring Customer Experience

Sep 20, 2013 |

As mentioned in previous blog posts, great efforts have been made in creating a Customer Experience program and a Customer Experience (CX) index in our Office of Citizen Services and Innovative Technologies (OCSIT) at GSA. Our office manages well over 10 programs, including websites, a contact center, search services, and Read »

Digital Analytics Program Goes To The Moon!

Sep 17, 2013 |

On Feb. 15, 2013, a meteor weighing 10,000 metric tons exploded 14 miles above Chelyabinsk, Russia. Users flocked to for info, and we spiked to nearly 12 million page views that day, ~16 times the daily average. Our real-time analytics showed over 300,000 active visitors Read »

Better Performance and Metric Downloads Now Available From

Sep 4, 2013 |

A few weeks ago, the URL shortener introduced several new features to improve the user experience. now offers users faster speeds and downloadable metric information about their links. The service, which launched in 2009, gives government agencies the ability to provide trustworthy shortened links to their audience. Just Read »

Getting Started with the Digital Analytics Program

Sep 3, 2013 |

The Digital Analytics Program (DAP) is delighted to announce the launch of a DAP user group and new training program. These initiatives will support DAP users in getting the most from their implementation. The kick-off for this user group will be on Thursday, September 12, 2013, when we will Read »

Digital Metrics for Federal Agencies

Jul 15, 2013 |

Digital metrics are critical for measuring, analyzing, and reporting on the effectiveness of your Web, mobile, social media, and other digital channels. Every agency should have a metrics strategy to measure performance, customer satisfaction, and engagement, and use the data to make continuous improvements to serve its customers. Part 1: Common Metrics: Guidance, Best Practices, and Read »

Social Media Metrics for Federal Agencies

Apr 19, 2013 |

Social media is transforming how government engages with citizens and how it delivers service. Agencies are using social media to share information and deliver service more quickly and effectively than ever before. Increasingly, these tools are also being used for predictive and sentiment analysis—using the vast Read »

API Analytics

Mar 12, 2013 |

Similar to website analytics, API analytics focus on reliably reporting the metrics which are most useful to its stakeholders. There are a many ways of collecting, reporting, and consuming API analytics but all revolve around the industry–accepted norm that some form of analytics are crucial to any API program. The most basic metrics will track Read »

Analytics, APIs and Open Content Resources

Dec 18, 2012 |

Agencies have been working away at building better digital services and here, at the Digital Services Innovation Center, we’ve been building resources to help. We have been focusing on three areas, 1. The Digital Analytics Program. We announced this program in early October to help agencies better measure performance and customer satisfaction Read »

comScore Report, October 2012

Nov 14, 2012 |

In October 2012, comScore, a Web analytics research company, released an independently produced report that analyzes 75 federal agency websites on a range of quantitative and qualitative factors. The report was provided to GSA as part of GSA’s contract with comScore to collect analytics on federal websites. This report focuses on consumer impressions of public websites. comScore Read »

Feds Shed Light on Dark Social

Oct 19, 2012 |

“Dark Social” media took the web by storm this week, unveiling to many the shadows in measuring your social media impact. This accounts for the majority of your traffic and yet lives untraced where standard metrics fear to tread (or simply cannot) — places like email and instant Read »

MedlinePlus Mobile Evaluation

Jun 20, 2012 |

Mobile Gov Experiences are agency stories about creating anytime, anywhere, any device government services and info. This entry is a story shared by the National Library of Medicine. The National Library of Medicine (NLM) launched MedlinePlus Mobile ( in January 2010 to provide authoritative consumer-level health information to a Read »