Metrics

Using Journey Mapping to Streamline Processes Across Agencies

Feb 5, 2018 |

Summary of an agency information sharing exercise to improve the customer experience for newly naturalized citizens attempting to travel abroad. Read »

Using Journey Mapping to Streamline Processes Across Agencies

Making Customer Satisfaction Data Actionable at the Peace Corps

Jan 30, 2018 |

Learn how measuring customer experience helped inform and guide website development at Peace Corps Read »

Making Customer Satisfaction Data Actionable at the Peace Corps

A Conversation With ITIF About the State of Federal Government Websites

Sep 20, 2017 |

Since it’s been nearly six months since their report was released, we wanted to check in with ITIF and see what they’ve learned, what they’ve heard from agencies and what their future plans are to build on this research. Read »

A Conversation With ITIF About the State of Federal Government Websites

USA.gov and GobiernoUSA.gov Measure Content Efficiency With New KPI Metric

Sep 12, 2017 |

This post was originally published on the USA.gov blog. Read »

2016/2017 Mobile Analysis: Mobile Device Trends on Government Websites

Aug 14, 2017 |

We’d like to thank each agency and sub-agency for their partnership and participation in the Digital Analytics Program (DAP). The data below represents a view from over 4,500+ executive branch websites and the analysis we conducted wouldn’t be possible without you. Since the introduction of the iPhone a decade ago, smartphone and tablet usage has Read »

Check out Data.gov’s New Metrics Page

Aug 4, 2017 |

Data.gov recently updated its Metrics page to provide greater detail and transparency to the progress of the Data.gov catalog. Data.gov is primarily a metadata catalog, providing information about, and links to, open datasets made available by federal agencies and participating non-federal sources such as state, county, and city Read »

Webinar Recap: Measuring Your Mobile Users

May 15, 2017 |

The Digital Analytics Program (DAP) offers no cost, hosted web analytics to federal agencies. In November 2016, the Office of Management and Budget (OMB) issued Memorandum M-17-06, “Policies for Federal Agency Public Websites and Digital Services,” which requires federal websites to incorporate the DAP’s JavaScript code for website analytics. The DAP Learning Series: Measuring Your Read »

New ITIF Report Inspires a Closer Look at Website Performance and Security—Here Is Where to Begin

Mar 24, 2017 |

The Information Technology & Innovation Foundation (ITIF) recently published a report, Benchmarking U.S. Government Websites, that looks at the performance, security, and accessibility of the top 297 government websites. ITIF is a think tank in Washington, D.C. whose mission is to formulate, evaluate, and promote policy solutions that accelerate innovation in technology and public policy. Read »

Letting Go of 85 Percent of Our Email Subscribers

Mar 13, 2017 |

Late last year, Business.USA.gov (BUSA) began transitioning its web presence to USA.gov and with its content, came its social media and email accounts. While transferring ownership of a Twitter account is fairly easy to do from a technical standpoint, transferring email ownership and tools is not. We had to tackle Read »

Automatic HTTPS Enforcement for New Executive Branch .Gov Domains

Jan 19, 2017 | ,

HTTPS is a necessary baseline for security on the modern web. Non-secure HTTP connections lack integrity protection, and can be used to attack citizens, foreign nationals, and government staff. HTTPS provides increased confidentiality, authenticity, and integrity that mitigate these attacks. In June 2015, the White House required all new federal web services to support and Read »

DigitalGov University in Review: 2016 Training Trends

Jan 11, 2017 |

DigitalGov University (DGU), the events platform for DigitalGov, provides programming to build and accelerate digital capacity by providing webinars and in-person events highlighting innovations, case studies, tools, and resources. Thanks to your participation, DGU hosted over 90 events with 6,648 attendees from over 100 agencies across federal, tribal, state, and local governments. Read »

Digging Deep Using the Core Model

Nov 18, 2016 |

Recently, OMB released M 17-06, Policies for Federal Agency Public Websites and Digital Services, which provides agencies with requirements, standards, and best practices for federal websites and digital services. This new policy might have some of us reflecting on our websites and applications to make sure we are in compliance. This task might seem overwhelming, but the Read »

The Data Briefing: Four Steps to Becoming a Data-Driven Organization

Nov 9, 2016 |

As the Federal government agencies begin the digital transformation journey, becoming a data-driven organization is even more vital. What does it mean to become a data-driven organization? According to one definition, “[a] data-driven company is an organization where every person who can use data to make better decisions, has access to the data they need Read »

Applying Customer Service Metrics to Improve Customer Experience (CX)

Nov 3, 2016 |

Lately, I’ve looked at how a government agency measures a customer’s experience. It’s such a complex topic that I would need more than one blog to discuss the nuances behind it. In my last blog, I examined and brokedown three types of customer service metrics: customer satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Read »

Social Media Data Deep Dive: Turning Findings into Action

Oct 28, 2016 |

GobiernoUSA, just like USA.gov, is part of a unique effort with a large mission—to guide people to the government information and services they seek. We cover a lot of topics in Spanish via our website, social media platforms, email sends, and contact center. One of the communication channels we focus a lot of attention on Read »

Top