Decoding public sentiment: Harnessing open data to gain insights into service delivery
Exploring High-Impact Service Provider performance through open source data analysis to enhance customer experience with federal services.
Customer experience
Improving customer experience drives better results in the federal government
More News and Events on Customer experience
238 posts
Conducting user research with people with disabilities
USWDS Monthly Call - October 2023
This month, we’ll share progress and findings from our recent effort to improve our ongoing research practice.
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2023
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
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
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.
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
Annual Summit
2023 Government UX Summit
User experience (UX) experts across the federal government will share case studies and best practices during this virtual summit.
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.
ConsumerFinance.gov
Strengthening information accessibility for consumers with limited English proficiency
Tune in to learn what the Consumer Financial Protection Bureau (CFPB) is doing to ensure financial products and services are accessible to all consumers, including those with limited English proficiency.
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.
Who’s your website manager?
The importance of HR and accountability to improving digital service delivery at federal agencies.
Understanding design in 10 questions
How the discipline of design can help your agency improve customer experience.
Digital governance at GSA
A peek into GSA’s internal processes for managing their websites and improving digital experience.
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.
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.
Web Managers & Web Analytics
Continuously improve your website by using customer feedback and web analytics: An IRS case study
Get tips and lessons learned from the Internal Revenue Service on how they collect user feedback and use web analytics to improve applications.
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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.
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
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.
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.
