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Guidance on building better digital services in government
A customer service platform that helps the public navigate the government space by providing topical information and services in English and Spanish.
33 posts
The USAGov Contact Center is committed to meeting customers’ needs empathetically, efficiently, and accurately. Here are three tips recommended to USAGov agents for interacting with customers. — via USA.gov
The USAGov team strives to ensure all our websites are accessible to as many people as possible. This includes those who need the use of specialized assistive technologies when browsing the internet. In building beta.USA.gov we deliberately validated that it met Section 508 and WCAG 2.0 compliance requirements. Our testing approach includes a three step hybrid method that may be suitable for other agency use. — via USA.gov
The digital landscape has changed significantly since we launched the Go.USA.gov service in 2009. Over the last two years the team looked carefully at the program holistically, taking into consideration the future of the program, the current landscape related to using shortened URLs and alignment with strategic business goals. In early 2022 we made the difficult decision to initiate steps to sunset the service. — via USA.gov
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
For the last few years during Hispanic Heritage Month, USAGov en Español has partnered with federal agencies in a Twitter chat to let people know about official government information and services in Spanish. If you’re part of a government agency, we invite you to take part in this year’s chat on October 6, 2022 at 1 PM ET. — via USA.gov
Helping People Discover Benefits With the New BEARS Locator—Back in March, we shared about the work we were doing to develop BEARS, the Benefits Eligibility Awareness Resource Service. USAGov’s new online locator tool, available in English on USA.gov and in Spanish on USAGov en Español, helps people find government benefits and services geared to major life events. It officially launched in early August, and we wanted to give you an update. — via USA.gov
Sunsetting Go.USA.gov: Frequently Asked Questions—For more than a dozen years, government employees have used the Go.USA.gov URL shortening service to turn long government and military URLs into more manageable short URLs. On September 18, 2022, the U.S. General Services Administration (GSA) will sunset Go.USA.gov. If you’re a Go.USA.gov user, these answers to common questions can help you know what to do to prepare for the end of the service. — via USA.gov
Creating a New Way for People To Discover Government Benefits—To make it even easier for everyone to find services and benefits without needing to understand government structure, we’re developing a new digital tool in partnership with 10x, GSA’s incremental technology fund. BEARS, the Benefits Eligibility Awareness Resource Service, is an important step forward in providing an integrated, simple solution for federal benefits to improve the customer experience and will eventually cover all federal benefits from all agencies. — via USA.gov
USAGov’s Fourth Quarter 2021 Insights—From July to September 2021, people were concerned about COVID-19-related housing and international travel as they searched USA.gov. Get more user insights from our 4th quarter infographic for fiscal year (FY) 2021. — via USA.gov
Three Ways USAGov Outreach Can Help with Your Agency’s Next Campaign—Does your agency have an idea for a new marketing strategy? USAGov’s Outreach team can support your agency in all stages of your campaign. We can brainstorm with your team, discuss best practices, and try new marketing approaches to grow together in serving people. Learn how to begin partnering with us. — via USA.gov
The USA.gov’s team launched a new analytics dashboard that shows the top pages and topics that are trending on USA.gov and USA.gov/espanol. This gives agencies a better window into the information the public needs most so they can prioritize that information and make it more accessible to their users. — via USA.gov
The team at USAGov analyzed more than 13,000 chats and phone calls from the public, in both English and Spanish, and then tagged these inquiries by popular topic area. These are the top questions our government-wide contact center received over the last four months. — via USA.gov
Digital.gov
An official website of the U.S. General Services Administration
