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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.
Explore resources to support establishing a customer centric mindset in the federal government.
Explore the Customer Experience Cookbook and other resources to support building customer experience capabilities.
The Digital Analytics Program offers advanced, easy web analytics for federal agencies.
Learn how the CDC.gov team used a bold “Clean Slate” approach to reimagine the site and meet real user needs.
To improve access to government services, GSA launched Notify.gov, a notification tool that sends text message reminders about government services and benefits programs. This service aims to ensure families receive the right information at the right time on the government services they use. — via General Services Administration
An overview of GSA’s website evaluation process, which combines qualitative and quantitative data to assess website management and performance.
The Access DOJ initiative shares nine lessons on making services more accessible, effective, and efficient.
NPS enhances user experience on NPS.gov by integrating Digital Analytics Program web analytics data and customer feedback from GSA Touchpoints.
A deeper look at accessibility: what to do, how to do it, and why it matters.
Various policies require you to have certain content—or provide links to content—from specific places on your website.
Learn how to strengthen customer experience and service delivery within your federal agency.
Understand what customer experience (CX) is and how to leverage customer feedback and analytics to enhance the public’s experience when interacting with government services.
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.
A more simple, seamless, and secure customer experience for the American public.
Guidance on how to measure customer experience, including questions on satisfaction and confidence and trust in section 280.7
Executive Order 13571 requires agencies that provide significant services directly to the public to identify and survey their customers, establish service standards and track performance against those standards, and benchmark customer service performance against the best in business.
Memo M-11-24 is guidance to Implement Executive Order 13571.
A contact center is supported by many technologies designed to enhance the customer experience, improve the operating and management efficiency, or lower the overall costs of running a contact center.
Low-cost, low-lift actions that any federal employee can take to improve customer experience.
105 posts
Learn how the CDC.gov team used a bold “Clean Slate” approach to reimagine the site and meet real user needs.
To improve access to government services, GSA launched Notify.gov, a notification tool that sends text message reminders about government services and benefits programs. This service aims to ensure families receive the right information at the right time on the government services they use. — via General Services Administration
An overview of GSA’s website evaluation process, which combines qualitative and quantitative data to assess website management and performance.
The Access DOJ initiative shares nine lessons on making services more accessible, effective, and efficient.
NPS enhances user experience on NPS.gov by integrating Digital Analytics Program web analytics data and customer feedback from GSA Touchpoints.
The Life Experience teams contain lessons for establishing a culture of customer experience in government, shifting to a focus on organizational practices.
User research is an important part of customer experience transformation. Different types of research require different approval under the Paperwork Reduction Act (PRA). Through seven case studies, the U.S. Digital Service shows how agencies conducted valuable user research that did not require PRA approval and successfully integrated findings into their projects. Their work illustrates how thoughtful user research transforms delivery of services and helps agencies build trust in government. — via U.S. Digital Service
USA.gov and 10x recently partnered to develop a new user research recruitment page. The page launched in February 2024 and has attracted hundreds of sign-ups. It allows participants to assist in testing government websites for compensation, and helps teams find participants that match needed demographics. By simplifying the process and expanding recruitment of diverse populations, the initiative aims to support and streamline user research. It plans to add recruitment opportunities in additional languages and recruit more specific audiences for future studies. — via USA.gov
As a small team, Digital.gov adopted user research and customer experience early. That foundation helps develop evidence-based strategies for today.
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
GSA has developed a composite indicator to visualize six key components of website success.
GSA shares a 4-step process used to measure and analyze related websites, and additional plans to improve customers’ digital experience.
Want to measure customer experience? Surveys aren’t the only way! Consider these guiding questions to help your team select an approach based on what you want to learn. — via 18F
Customer experience is the application of design within a business context to craft the human experience.
Understand how to use natural language processing and advanced analytics to gain insights on high-impact service performance and survey design.
A GSA SmartPay product owner shares her experience designing user-centered, accessible content for multiple audiences.
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
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
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An official website of the U.S. General Services Administration
