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Guidance on building better digital services in government
Improving customer experience drives better results in the federal government
Customer experience (CX) is the sum of the public's interactions with any government service. An intentional CX strategy is essential to building and maintaining public trust, improving the efficiency and effectiveness of government programs, and delivering better outcomes for the public. By focusing on the customer's needs and expectations, federal agencies can create more user-friendly and efficient processes, provide more timely and helpful support, and deliver better experiences. This can lead to increased public satisfaction, greater trust in government, and improved outcomes for all.
Use lessons learned from this case study, which describes how two civic designers at different agencies embed equity in civic design to transform federal customer experience.
The Department of Veterans Affairs (VA) Customer Experience Cookbook provides a guide for other government agencies looking to build customer experience capabilities.
The second priority of the President’s Management Agenda focuses on revolutionizing the federal government’s customer service delivery and rebuilding the customer experience.
Measure customer experience with this guide from the Office of Management and Budget (OMB), including questions on satisfaction and confidence and trust in section 280.7.
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Hosted by Digital.gov and the U.S. Web Design System
Hosted by Digital.gov and the User Experience Community of Practice
Hosted by Digital.gov and the Multilingual Community of Practice and Communicators Community of Practice
Hosted by Digital.gov and the Web Managers Community of Practice and Web Analytics Community of Practice
The inaugural Federal CX Summit will be held November 16th, 2023. Featured speakers from across government will share how to focus on delivering impact to customers and building CX capacity, and will discuss innovations, trends, and technologies that can be leveraged to enhance customer experience at federal agencies. Register to attend this virtual event co-hosted by the Customer Experience Center of Excellence (CX CoE), 18F, and the CX Community of Practice. — via The Centers of Excellence
OMB released new policy guidance for government that includes a variety of actions and standards to help federal agencies design, develop, and deliver modern websites and digital services. Memo M-23-22, Delivering a Digital-First Public Experience, will make it seamless for the public to obtain government information and services online, and help agencies fully implement the 21st Century Integrated Digital Experience Act (21st Century IDEA). — via The White House
Today, the Office of Management and Budget (OMB) released its latest updates to the President’s Management Agenda (PMA). This quarter, the Implementation Leads for Customer Experience (Priority 2) share updates on where we are with this PMA priority. — via Performance.gov
This case study describes how two civic designers at different agencies embed equity in civic design to transform federal customer experience.
A more simple, seamless, and secure customer experience for the American public.
Wendy Wagner-Smith of the Small Business Administration (SBA) shares her tips and tricks for presenting virtually.
A resource with four approaches to help federal employees perform usability testing.
Guidance on how to measure customer experience, including questions on satisfaction and confidence and trust in section 280.7
A deeper look at accessibility: what to do, how to do it, and why it matters.
A plain language guide which answers the most common questions to the PRA
This Toolkit is intended to help government agencies improve how we deliver services and information to the public.
Various policies require you to have certain content—or provide links to content—from specific places on your website.
Low-cost, low-lift actions that any federal employee can take to improve customer experience.
Touchpoints offers a simple, flexible, and convenient way to start collecting customer feedback so you can focus on serving customers rather than managing surveys.
201 posts
Hosted by Digital.gov and the U.S. Web Design System
The inaugural Federal CX Summit will be held November 16th, 2023. Featured speakers from across government will share how to focus on delivering impact to customers and building CX capacity, and will discuss innovations, trends, and technologies that can be leveraged to enhance customer experience at federal agencies. Register to attend this virtual event co-hosted by the Customer Experience Center of Excellence (CX CoE), 18F, and the CX Community of Practice. — via The Centers of Excellence
Hosted by Digital.gov and the U.S. Web Design System
OMB released new policy guidance for government that includes a variety of actions and standards to help federal agencies design, develop, and deliver modern websites and digital services. Memo M-23-22, Delivering a Digital-First Public Experience, will make it seamless for the public to obtain government information and services online, and help agencies fully implement the 21st Century Integrated Digital Experience Act (21st Century IDEA). — via The White House
Today, the Office of Management and Budget (OMB) released its latest updates to the President’s Management Agenda (PMA). This quarter, the Implementation Leads for Customer Experience (Priority 2) share updates on where we are with this PMA priority. — via Performance.gov
The recent redesign of the Office of Natural Resources Revenue (ONRR) website stands as an example for agencies seeking to enhance their online platforms. ONRR’s Open Data, Design, and Development (ODDD) team played a pivotal role in this website transformation by embracing open data, user-centered design, accessibility, collaboration, and continuous improvement. — via Performance.gov
Hosted by Digital.gov and the User Experience Community of Practice
Hosted by Digital.gov and the Multilingual Community of Practice and Communicators Community of Practice
Hosted by Digital.gov and the Web Managers Community of Practice and Web Analytics Community of Practice
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