A small team’s journey through digital maturity
As a small team, Digital.gov adopted user research and customer experience early. That foundation helps develop evidence-based strategies for today.
Best practices
Ideas and resources for delivering better digital experiences
More News and Events on Best practices
47 posts
Bridge the gap between policy and implementation: Impactful solutions and strategies for success from Digital.gov’s spring 2024 summit
The summit highlighted digital transformation, emphasizing the significance of recent OMB memos for improving accessibility and customer experience.
Digital front door: Expanding access to VA
More Veterans are turning to the U.S. Department of Veterans Affairs (VA) for healthcare and benefits, accessing these services online through tools like the VA Health and Benefits mobile app and VA.gov. With over 2.28 million app downloads and 17.8 million monthly visitors on VA.gov, these digital tools provide faster, easier, and more inclusive access to VA services. Learn more about how these technologies are often Veterans’ first interaction with VA by watching their latest video, Digital Front Door: Expanding Access to VA. — via U.S. Department of Veterans Affairs
Back to basics in the age of AI
The federal government is actively discussing the transformative potential of artificial intelligence (AI). It has the potential to transform our digital service delivery, automate tasks, and enhance data analysis. However, AI also presents challenges and risks such as bias and ethical concerns. The team at 18F provides a quick overview of AI, its place in government today, and the techniques and frameworks they are currently using to navigate this complex new landscape. — via 18F
Case study: Increasing access to required bankruptcy meetings
The Department of Justice’s U.S. Trustee Program (USTP) oversees the administration of bankruptcy cases and private trustees. During the COVID-19 pandemic, virtual Section 341 bankruptcy meetings lead to more participation from both consumers and creditors, minimized delays, and saved time and money for all. Learn about USTP’s human-centered design process for a pilot program in three states to increase public access to these virtual meetings. — via Department of Justice
Case study: Removing barriers to applying for a presidential pardon
At the Department of Justice, Access DOJ and the Office of the Pardon Attorney (PARDON) partnered to simplify and streamline the presidential pardon application process. By conducting usability testing and gathering feedback, they identified key issues with the existing application, such as its complexity and length. See how redesigning the forms to be more accessible and understandable led to a more efficient process for both applicants and staff. — via Department of Justice
Federal customer experience: OMB has taken actions to implement cross-agency priority goals
In 2021, the President’s Management Agenda identified federal customer experience as a priority area for improvement. To implement this priority area, the Office of Management and Budget (OMB) set two long-term, cross-agency priority (CAP) goals. In this study, the Government Accountability Office (GAO) reviews OMB and selected federal agencies’ efforts towards these CAP goals. Learn about actions taken by OMB and selected High Impact Service Providers (HISPs), how OMB has facilitated interagency collaboration, and the extent to which OMB has overseen and assessed progress on these CAP goals. — via Government Accountability Office
FedRAMP governance
The Federal Risk and Authorization Management Program (FedRAMP) has recently updated its governance structure to better serve its customers. Learn about their recently-formed FedRAMP Board, composed of federal executives; the FedRAMP Technical Advisory Group (TAG), composed of technology experts; and updates made to the Federal Security Cloud Advisory Committee (FSCAC). These groups collectively aim to strengthen and expand FedRAMP’s cloud service capabilities. — via FedRAMP
Three tips for using meta descriptions
At USA.gov and USAGov en Español, the goal is to make content more useful to the public, and meta descriptions are one way to help people quickly find the government information they’re looking for. These brief summaries of webpage content appear in search engine results to entice users to click through, attracting visitors to agency websites. Regularly updating these descriptions based on user data can enhance their effectiveness. Read in more detail about their three tips to create effective meta descriptions: identify commonly searched keywords, write engaging and actionable descriptions, and ensure each one is unique. — via USA.gov
A five-step plan for communicating with leadership
How to engage leadership personally, adapt communication styles, and choose appropriate timing for effective interactions and feedback.
One year with the new USAGov
It has been a year since USA.gov and USAGov en Español were relaunched using human-centered design principles. Using task backlog, the USAGov team has addressed content gaps, improved discoverability, and implemented technical updates. Through usability tests, visitor comments, and click behavior the team was able to unravel and respond to user feedback and unmet needs, leading to noticeable increases in visitor satisfaction and task accomplishment. Moving forward, the focus will shift to enhancing public engagement with the government, improving the search for benefits-related content, and exploring interactive and personalized user experiences. — via USA.gov
FEMA National Summit on Risk Communications, Crisis Communications, and Community Engagement
The Federal Emergency Management Agency Office of External Affairs is convening risk and crisis communicators and community leaders who are on the front-line of the climate and emerging hazard crises. Attend the free, June 10, 2024, summit virtually, or in Washington, DC. The agenda includes: the sharing invaluable tools and insights, how to implement culturally competent and accessible communications, how to integrate behavior change strategies, and more. An ASL interpreter will be provided. — via Federal Emergency Management Agency
Creating a blueprint for quality: How the PX Contact Center helps agents grow their skills
Every day, live agents at USA.gov’s Public Experience (PX) Contact Center answer questions from the public about government benefits and services. Learn how the PX Contact Center develops a workforce of excellent agents, using immersive onboarding, tailored and continuous training, feedback loops, and calibration meetings to empower their agents to deliver accurate information. USA.gov’s system for employee and contact center management ensures that every customer interaction leaves a lasting impact. — via USA.gov
Google Analytics 4: Transition strategies for federal websites
Learn how the Open Data, Design, and Development (ODDD) team at the Department of the Interior (DOI) transitioned from Google Analytics - Universal Analytics to Google Analytics 4! Discover how the ODDD team coordinated with the Digital Analytics Program, developed explorations (instead of custom reports), and set up their own DOI agency property. — via Office of Natural Resources Revenue
18F practices in action (spoiler: this stuff works)
How well do 18F software development practices work? The 18F team reflected on a recent project for the Cybersecurity and Infrastructure Security Agency (CISA) .gov registry to gauge the effectiveness of six recommendations aligned with what they actually did. — via 18F
Reconsidering the consent form: the least user-friendly aspect of UX research
The Open Data, Design, and Development (ODDD) team has replaced signed consent forms with a more accessible user research agreement process, offering multiple opt-in points. This ensures informed consent and participant autonomy. Explore why and how the ODDD team implemented this comprehensive participant consent process in their user research. — via Office of Natural Resources Revenue
How USAGov uses data to improve content
Each month, USAGov’s content designers spend many hours ensuring that the content on USA.gov and USAGov en Español is up-to-date, accurate, and meets user needs. Learn how their team does holistic reviews of each topic section based on a rolling calendar with the goal of updating all content at least every 6 months. — via USA.gov
Annual Gathering
Spring 2024 Community Summit
Digital service experts across the federal government will share case studies and best practices on delivering a digital-first public experience.
2024
Optimizing the federal digital experience: aligning content governance, coordination, and database development
This blog post dives into the details of building a dynamic content database and audit for onrr.gov. Learn how effective subject matter expert (SME) coordination, strategic content planning, and application of visualization tools contribute to enhancing content governance and user experience on a federal website. — via Office of Natural Resources Revenue
Timeless top 10 best practices for great government websites
While the field of federal web management continues to evolve, the core best practices have remained essentially unchanged for two decades.
