Plain Language
2022 Federal Plain Language Summit
Join the best and brightest plain language practitioners from across the federal government.
2022
Customer experience
Improving customer experience drives better results in the federal government
More News and Events on Customer experience
235 posts
Measuring and Justifying the Government Experience
Measuring and Justifying the Government Experience—Private sector organizations use revenue as the primary measurement to justify improving experiences. Many government services don’t have revenue as a lever, so how can we justify work to improve experience? The Office of Natural Resources Revenue (ONRR) leveraged a few metrics on their team that fall into three categories: laws and regulations, improving the experience for users, and saving time for employees.— via Office of Natural Resources Revenue
Plain Language
Increase Your Impact With Plain Language
Get tips and lessons learned from the U.S. Department of Justice Civil Rights Division on using plain language to increase their impact and influence.
2022
Announcing the CX Maturity Model
Announcing the CX Maturity Model—A recent executive order on improving customer experience and service delivery holds 17 agencies accountable for 36 specific commitments, but it is a call to action for the entire federal government. The Customer Experience Center of Excellence (CX CoE) has created a Maturity Model, a framework to help organizations transform their federal service delivery. It is designed to provide organizations with a deeper understanding of how to measure their maturity level, and tactics to get to the next level. Although the CX Maturity Model does not represent or constitute official guidance, it can help you take your organization’s CX Maturity to the next level. Tailor the model to meet your agency’s specific needs.— via The Centers of Excellence
What is Customer Experience?
What is Customer Experience?—With the new Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government (Executive Order 14058), customer experience (CX) has become a buzzword in the federal government. Let’s take a look at what it is.— via Office of Natural Resources Revenue
DHS Usability Testing Kit
Usability testing is a way to learn how easy or difficult it is for people to use something by observing them actually using it. The resources provided in this kit can help you systematize the process, produce reliable findings, and generally expand your ability to test service materials (i.e., paper and digital forms, mobile applications, web pages, etc.) thoroughly with real users — before you launch them out into the world.
10x Announces 25 New Projects Launching This Fiscal Year
Starting with a pool of nearly 200 ideas, 10x is excited to announce new projects to be funded at the Phase One Investigation level for FY22. Here’s how we got there, some observations made, and next steps.
User Experience
2022 Government UX Summit
A two-day summit—June 7 and June 8—with experts who will share their experiences as UX practitioners in the federal government.
2022
Strategy
Equity, a Core Principle of Customer Experience
This case study describes how two civic designers at different agencies embed equity in civic design to transform federal customer experience.
Learn how to get the right team in place to help you create a trusted, seamless online experience for all your customers.
2022
Two Years of Federal Student Aid’s Virtual Assistant Lead to Lessons Learned and a Clear Vision of the Work Ahead
Education’s FSA team behind Aidan® shares what they’ve learned over the past two years to help drive improvements and expand the product to a wider range of users.
Celebrate Public Service Recognition Week with the #GovPossible Toolkit
Celebrate Public Service Recognition Week with the #GovPossible Toolkit— Our first #GovPossible campaign for Public Service Recognition Week (PSRW) last year was a success and now we’re back! From Sunday, May 1 (the start of PSRW) through Friday, May 13, let’s celebrate public servants and the impact they have across federal, state, and local governments. Let’s show them their hard work has not gone unnoticed!— via Performance.gov
How USAGov Engaged With the Public in 2021: 3 Examples
3 Examples of How USAGov Engaged With the Public in 2021—USAGov is the official guide to government services and information for the public. Its outreach team connects people to that information through USA.gov and USAGov en Español social media, email, and other delivery channels. 2021 was a busy year for the outreach team; here are a few highlights.— via USA.gov
Digital Transformation
Change the Way Digital Work Gets Done
Learn about what a Digital End-to-End Efficiency (DEEE) Framework is and how you can get started digitizing and automating your digital processes.
2022
Transparency, Participation, and Collaboration
Sunshine Week: How GSA Supports Open Government Principles
Sunshine Week (March 13-19, 2022) celebrates the Government in the Sunshine Act, which promotes greater transparency in government activities. Our mission at GSA is to deliver effective and efficient government services for the American people. To do so, we have to be transparent and accessible—by opening meetings to the public, ensuring that federal buildings and facilities are fully accessible to all people, and making information on documents or pages (web pages, PDFs, newsletters, etc.) open and accessible. Learn about some of our initiatives that best display these principles.
Creating a New Way for People To Discover Government Benefits
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
Plain Language
Plain Language + Compassion Help People in Crisis
Meet the content strategists who worked to transform FindTreatment.gov to connect people in crisis with the help that they need.
2022
From Fellowship To Full-time: How a CFPB Software Engineer Helped Protect Consumers and Built a Career in Civic Tech
Anselm Bradford, a front-end engineer at the Consumer Financial Protection Bureau (CFPB), is using his tech skills to protect American consumers.
Multilingual & Web Content
Language Connections: Tips to Create, Maintain, and Present Non-English Digital Content
Tips to help you improve access to your non-English digital content.
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2022
Customer Experience
The Customer Experience (CX) Symposium Series: A Thought Incubator for Federal CX Practitioners
What is the past, present, and future of public sector customer experience practice? The CX Symposium series gathers practitioners to map our way.
