Customer experience

More News and Events on Customer experience

237 posts

Why the American People Deserve a Digital Government

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

Sep 22, 2023

Quarterly PMA Updates Lead the Way for Improved Service Delivery and Trust-Building

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

Aug 30, 2023

Reflections on a year in government from 11 U.S. Digital Corps fellows

To celebrate their first year in government, 11 U.S. Digital Corps Fellows reflect on what they have learned.

Chizobam Nwagwu

Jay Shao

Jonathan Hart

Karley Thurston

Kira Tebbe

Liane Peng

Nikki Ramos

Nina Anusavice

Pierce Lowary

Sahithi N. Adari

Samira Sadat

Jul 18, 2023

How a Small Team Modernized a Federal Website to Improve CX

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

Jul 11, 2023

How to choose the right metrics for your intranet

Explore key metrics to optimize your agency’s intranet to foster improved user engagement, experience, and overall satisfaction.

Jessica Dunbar

Jun 13, 2023

Personas: learn how to discover your audience, understand them, and pivot to address their needs

Advice from five federal experts on creating user personas.

Frances Carden

May 19, 2023

Who’s your website manager?

The importance of HR and accountability to improving digital service delivery at federal agencies.

Gail Sprinkle

Rachel Flagg

Mar 24, 2023

Understanding design in 10 questions

How the discipline of design can help your agency improve customer experience.

Ana Monroe

Mar 03, 2023

Digital governance at GSA

A peek into GSA’s internal processes for managing their websites and improving digital experience.

Rachel Flagg

Feb 23, 2023

Collaborate with the TTS Public Benefits Studio

The Benefits Studio is seeking feedback and collaboration as it explores texting as a tool to improve the public experience of benefits programs.

Alex Pandel

Amy Ashida

Emily Herrick

Feb 07, 2023

9 web resolutions to jump-start 2023

Nine areas to focus on in the coming year to take your digital sites and services to the next level.

Tori Garten

Jan 31, 2023

To Build Trust, Aim for Easy

Trust is earned through consistency and commitment. Build sites that build trust by considering user needs, respecting people’s time, and avoiding customer experience pitfalls.

Amanda Dean

Dec 13, 2022

Putting People at the Center of Digital Government

USAGov and USAGov en Español are working to reimagine the way we provide government information and services to the public. The USAGov team is an example of how GSA’s Technology Transformation Services (TTS) is aligning and living up to the challenges outlined in the President’s Management Agenda. The focus in 2022 has been on centering the work around the people we serve.— via General Services Administration

Oct 31, 2022

Sunrise to Sunset: Building a Customer-centric Digital Ecosystem

GSA has developed the Digital Lifecycle Program, with tools and guidance to help teams manage a compliant, customer-centric digital property from ideation through sunsetting.

Ana Monroe

Oct 14, 2022

Taking a Design-led Approach to Digital Modernization

Learn how GSA uses collaboration, empathy, and existing expertise to modernize their digital portfolio and improve customer experience.

Ana Monroe

Oct 07, 2022

Your Federal Front Door: USA.gov and USAGov en Español are Focused on the Public

The Biden-Harris Administration’s President’s Management Agenda Vision (PMA) lays the foundation for an effective, equitable, and accountable government that delivers results for all Americans through three main priority areas. Periodically Performance.gov shares stories that highlight real world examples of one of the three PMA priorities. Follow along as they discuss the current approach of the USAGov team and what’s on the horizon for the USAGov website.— via Performance.gov

Oct 05, 2022

WEB CONTENT and USER EXPERIENCE

Improve Your Website With User Testing

Get tips and lessons learned from the Environmental Protection Agency on how to conduct user testing to improve customer experience.

Beth Martin

Judy Suzuki

Sep 28, 2022 2022

• 1
• 2
• 3
• 4
• 5