Digital Service Delivery

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

Jun 06, 2024

Google Analytics 4: Transition strategies for federal websites

Learn how the Open Data, Design, and Development (ODDD) team at the Department of the Interior (DOI) transitioned from Google Analytics - Universal Analytics to Google Analytics 4! Discover how the ODDD team coordinated with the Digital Analytics Program, developed explorations (instead of custom reports), and set up their own DOI agency property.— via Office of Natural Resources Revenue

Apr 22, 2024

Meet your Digital Experience Council

The Digital Experience Council plays a critical role in coordinating governmentwide efforts and assisting agencies in delivering digital experiences that meet the public’s needs and expectations.

Jonathan Finch

Apr 09, 2024

Justice department to publish final rule to strengthen web and mobile app access for people with disabilities

On April 8, Attorney General Merrick B. Garland signed a final rule under Title II of the Americans with Disabilities Act (ADA) to ensure the accessibility of web content and mobile applications for people with disabilities. This final rule clarifies the obligations of state and local governments to make their websites and mobile applications accessible. Learn more about this rule and why the Attorney General believes it will “break down barriers that have kept people with disabilities from fully participating in American Life.”— via Department of Justice

Apr 08, 2024

18F at ten

We’re celebrating all the ways we continue to realize our founding vision: bringing technologists into government, launching shared digital services, and helping partner agencies build user-centered technology.— via 18F

Mar 19, 2024

Digital service experts across the federal government will share case studies and best practices on delivering a digital-first public experience.

Timeless top 10 best practices for great government websites

While the field of federal web management continues to evolve, the core best practices have remained essentially unchanged for two decades.

Ammie Farraj Feijoo

Rachel Flagg

Feb 09, 2024

Maximizing impact of federal websites: Integrating metrics with annual goals and policies

The Open Data, Design, and Development (ODDD) team discusses how OMB’s recent memo, Delivering a Digital-First Public Experience (M-23-22), inspired them to reassess their metrics plan to harmonize with policies governing federal public websites.— via Office of Natural Resources Revenue

Jan 24, 2024

Delivering on 21st Century IDEA: A case study from the GSA SmartPay team (Part 3)

A GSA SmartPay product owner shares her experience designing user-centered, accessible content for multiple audiences.

Rebekah Knouse Perillo

Ryan Johnson

Nov 29, 2023

Delivering on 21st Century IDEA: A case study from the GSA SmartPay team (Part 2)

A GSA SmartPay product owner shares his experiences as a first-time product owner in a government agile development project.

Andrew Lee

Jessica Marine

Nov 29, 2023

Delivering on 21st Century IDEA: A case study from the GSA SmartPay team (Part 1)

The GSA SmartPay program, the largest government charge card and commercial payment solutions program in the world, celebrated their 25th anniversary by launching three new websites with a user-centered, agile approach.

Ryan Johnson

Nov 28, 2023

Celebrating 20 years of USAGov en Español

USAGov en Español is excited to celebrate their 20th anniversary this month! Since 2003, the website has been a trusted guide to government information and services for Spanish speakers. Explore this timeline of USAGov en Español’s milestones, name changes, and accomplishments as they’ve served Spanish speakers and federal partners over the past two decades.— via USA.gov

Oct 16, 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

Sep 22, 2023

From pageviews to progress

A 10-year recap of GSA’s Digital Analytics Program (DAP) highlights its impact on federal government agencies and the public, high-level observations using government-wide website analytics and trends, and new goals set for the next decade to help generate useful answers to meaningful questions to make government websites better.

Jack Avery

Marina Fox

Tim Lowden

Sep 12, 2023

Inclusivity and automation

Bots can help us improve our inclusivity by gently nudging us to use more appropriate language, explaining why some terms are offensive, and prompting us to consider others.

Frances Carden

Aug 28, 2023

4 steps writers and editors can take to demonstrate value

As plain language writers and editors, we need to demonstrate the value we bring to projects. This writeup explains how to calculate the costs of our work and articulate its value.

Katherine Spivey

Meredith Larson

Aug 08, 2023

Join us as we learn about our Inclusion Bot and how it helps to create an inclusive culture in the workplace.

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The four operating levels of 18F projects

At 18F, we partner with government agencies to help them deliver new or modernized digital services and help set them up for success after we conclude the project. To support these outcomes, we set up our work to track on four levels: Project management, Product development, Post-18F sustainability and Learning to the broader government community.— via 18F

Jun 13, 2023

Planning and implementing a search engine for a redesigned federal government website

In this blog, we walk you through our planning and implementation process for Search.gov. We share lessons learned, as well as resources we found useful.— via Office of Natural Resources Revenue

May 26, 2023

Who’s your website manager?

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

Gail Sprinkle