Digital Service Delivery

Make it easier for the public to access the information and services that they count on each and every day.

For millions, access to digital services isn’t a luxury—it’s critical. The public’s experiences using government websites to find unemployment support, file taxes, apply for student loans, or get assistance with housing, childcare, or food can dramatically affect how they feel about the government. Digital service delivery is the primary subject of 21st Century IDEA, and its policy guidance in OMB M-23-22, which requires federal agencies to enact best practices.

21st Century Integrated Digital Experience Act (21st Century IDEA) and M-23-22

21st Century Integrated Digital Experience Act (21st Century IDEA) and M-23-22

Digital service delivery: Essential knowledge

  • An introduction to federal website standards

    Understand how and why to use the federal website standards. The standards cover common visual technical elements and reflect user experience best practices.

  • Use the U.S. Web Design System maturity model

    Understand how to adopt the Design System incrementally, and design and build better digital experiences.

  • Participate in the Digital Analytics Program

    The Digital Analytics Program (DAP) offers advanced, easy web analytics for federal agencies. All public-facing federal websites can participate.

  • Access Site Scanning program data

    The Site Scanning program automates a wide range of scans of public federal websites and generates data about website health, policy compliance, and best practices. Use the data to understand the health of your agency’s websites.

  • An introduction to digital governance

    Digital governance refers to the internal systems and processes we use to manage our digital presence. Learn why governance is essential to digital service delivery.

  • Test websites for accessibility

    Design and deliver digital services with everyone in mind. Use both manual and automated testing methods to create accessible websites.

Digital Service Delivery events

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

Digital Service Delivery news

TTS made a lasting impact with civic tech in FY24

The Technology Transformation Services (TTS) made significant strides to prioritize and improve federal digital services in FY 2024. From expanding Login.gov to over 72 million users, launching tools like Notify.gov, or redesigning Vote.gov in 19 languages, explore how TTS continues to set the standard for impactful civic tech innovation.— via General Services Administration

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Nov 21, 2024

Transition Post 3: Managing Electronic Messages and Social Media Accounts

The National Archives and Records Administration (NARA) released a new blog on the management of federal records and transitions for federal agencies. Shedding light on the usage of agency-managed communication platforms and social media accounts, agencies are given instructions on how to best comply with the requirements outlined in the Federal Records Act.— via National Archives and Records Administration

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Nov 08, 2024

Three ways to write fearless spreadsheet formulas

Spreadsheet formulas can be intimidating, especially given their critical role in government operations. Applying simple programming principles, 18F created a resource for making formulas clearer, easier to read, and less error-prone. 18F introduces three key techniques: using the LET function to name variables and organize code logically, adding comments to clarify complex formulas, and leveraging the LAMBDA function to break down problems into manageable parts. Together, these methods transform spreadsheets from sources of anxiety into tools of clarity and confidence.— via 18F

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Nov 05, 2024

Resources on Digital Service Delivery

Tools and Services

  • U.S. Web Design System

    A toolkit of principles, guidance, and code that helps agency digital teams build accessible, mobile-friendly government websites for the American public.

More News and Events on Digital Service Delivery

104 posts

TTS made a lasting impact with civic tech in FY24

The Technology Transformation Services (TTS) made significant strides to prioritize and improve federal digital services in FY 2024. From expanding Login.gov to over 72 million users, launching tools like Notify.gov, or redesigning Vote.gov in 19 languages, explore how TTS continues to set the standard for impactful civic tech innovation.— via General Services Administration

gsa logo
Nov 21, 2024

Transition Post 3: Managing Electronic Messages and Social Media Accounts

The National Archives and Records Administration (NARA) released a new blog on the management of federal records and transitions for federal agencies. Shedding light on the usage of agency-managed communication platforms and social media accounts, agencies are given instructions on how to best comply with the requirements outlined in the Federal Records Act.— via National Archives and Records Administration

nara logo
Nov 08, 2024

Three ways to write fearless spreadsheet formulas

Spreadsheet formulas can be intimidating, especially given their critical role in government operations. Applying simple programming principles, 18F created a resource for making formulas clearer, easier to read, and less error-prone. 18F introduces three key techniques: using the LET function to name variables and organize code logically, adding comments to clarify complex formulas, and leveraging the LAMBDA function to break down problems into manageable parts. Together, these methods transform spreadsheets from sources of anxiety into tools of clarity and confidence.— via 18F

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Nov 05, 2024

Broadening Public Participation and Community Engagement With the Federal Government

Government works best when it incorporates transparent engagement and feedback from the public. The White House Office of Management and Budget (OMB) is enhancing public participation in federal decision-making through draft guidance and a proposed toolkit. These resources aim to standardize best practices, improve accessibility, and ensure underserved communities have meaningful opportunities to contribute. By prioritizing transparency and collaboration, OMB seeks to create politics that reflect the voices and needs of the public.— via Performance.gov

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Oct 29, 2024

18F’s year of launches

Over the past year, 18F has helped partner agencies launch innovative software products to improve the public’s experience with the federal government. From helping Get.gov simplify domain requests to working with Notify.gov to develop a new public benefits texting service, the six projects featured here focus on putting their users first. Learn more about how these launches emphasize the importance of user research and strong partnerships in delivering better government services.— via 18F

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Oct 08, 2024

How our developers and accessibility specialists work together

Planning for accessibility is critical to creating more inclusive digital experiences. Discover how developers and accessibility specialists from USA.gov collaborate early in the development process to ensure that their government websites are accessible for everyone. By following established accessibility standards, such as the Web Content Accessibility Guidelines (WCAG) and Section 508 of the Rehabilitation Act, USA.gov proactively reduces the need for later fixes.— via USA.gov

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Sep 17, 2024

A revised and expanded guide for de-risking government technology projects

18F recently launched an updated version of the 2020 De-risking Government Technology Guide, offering a new section on vendor management, and combining the State Software Budgeting Handbook and Federal Field Guide into one unified resource. The guide offers practical methods for reducing risks in government tech projects, drawing from 18F’s experience and state employee input. This revision reflects the evolving needs of government agencies, providing key insights on custom software development, vendor collaboration, and performance-based contracting.— via 18F

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Sep 12, 2024

A journey of improvement: Creating a self-assessment for digital experience

Memo M-23-22 from the Office of Management and Budget provides guidance to federal agencies on delivering a digital-first public experience. To quantify its compliance with the memo, the Open Data, Design, and Development team at the Department of the Interior created and conducted a self-assessment of its digital products. The team used a scoring spreadsheet to measure compliance across categories like accessibility, design consistency, and mobile responsiveness. The results helped the team develop a plan to prioritize improvements and engage with leadership for support on other initiatives.— via Office of Natural Resources Revenue

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Aug 20, 2024

User research and the Paperwork Reduction Act

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

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Aug 20, 2024

10 years of the U.S. Digital Service: Transforming government for the digital age

Over the past decade, the U.S. Digital Service (USDS) has collaborated with more than 30 federal agencies to create user-friendly, reliable, and seamless digital experiences. Their work prioritizing human-centered design and engineering includes improving services for veterans with Veterans Affairs, launching the Internal Revenue Service Direct File Pilot, and supporting the Centers for Disease Control and Prevention during the COVID-19 pandemic. Looking ahead, USDS remains committed to building trust, fostering innovation, and scaling digital capacity across the federal government, ensuring better service for all Americans.— via The White House

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Aug 13, 2024

18F’s engineering craft practices at 10

18F recently celebrated its 10th anniversary by renewing its commitment to refining and sharing best practices through regular publications, tech talks, and updates to the 18F Engineering Guide. They also created a permanent principal consulting engineer role to enhance digital service delivery and support skill development within the organization.— via 18F

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Jul 09, 2024

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

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Jun 06, 2024