{
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    "title" : "How Login.gov uses roadmapping to build trust with its partners and the public |Digital.gov",
    "description": "How Login.gov uses roadmapping to build trust with its partners and the public",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2024/08/26/how-login-gov-uses-roadmapping-to-build-trust-with-its-partners-and-the-public/index.json","item" : [
    {"title" :"How Login.gov uses roadmapping to build trust with its partners and the public","deck" : "Login.gov created a first-of-its-kind, publicly-visible program roadmap and shares tips on how other programs can build their own roadmaps to improve transparency.","summary" : "To increase transparency, the Login.gov team publishes a program roadmap that lays out their upcoming initiatives.","date" : "2024-08-26T00:00:00-05:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jeff-bordogna" : "Jeff Bordogna"},"topics" : {
        
            "best-practices" : "Best practices",
            "communication" : "Communication",
            "product-and-project-management" : "Product and project management"
            },"branch" : "bc-archive-content-3",
      "filename" :"2024-08-26-how-login-gov-uses-roadmapping-to-build-trust-with-its-partners-and-the-public.md",
      
      "filepath" :"news/2024/08/2024-08-26-how-login-gov-uses-roadmapping-to-build-trust-with-its-partners-and-the-public.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2024/08/2024-08-26-how-login-gov-uses-roadmapping-to-build-trust-with-its-partners-and-the-public.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2024/08/2024-08-26-how-login-gov-uses-roadmapping-to-build-trust-with-its-partners-and-the-public.md","slug" : "how-login-gov-uses-roadmapping-to-build-trust-with-its-partners-and-the-public","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2024/08/26/how-login-gov-uses-roadmapping-to-build-trust-with-its-partners-and-the-public/","weight" : "1","content" :"\u003ch2 id=\"about-logingov\"\u003eAbout Login.gov\u003c/h2\u003e\n\u003cp\u003eLogin.gov enables members of the public to create a single digital account that provides access to their benefits and services at 50 federal and state agencies. This “one account for government” saves users time, saves taxpayers money, reduces complexity for agencies, and ensures consistent security and anti-fraud practices across government. As a digital identity provider, Login.gov offers digital identity management as a shared service to government agencies, including:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eAn authentication service: Securely and seamlessly log into numerous government services with a single account using an email, password, and multi-factor authentication option.\u003c/li\u003e\n\u003cli\u003eAn identity verification service: Easily prove your identity from the convenience of your own home or on-the-go from your smartphone.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"the-problem-providing-meaningful-transparency\"\u003eThe problem: providing meaningful transparency\u003c/h2\u003e\n\u003cp\u003ePublic \u003ca href=\"https://digital.gov/topics/trust/\"\u003etrust\u003c/a\u003e is valuable, hard-earned currency for government agencies, and it’s becoming harder to earn. Over the last two years, trust in the federal government dropped 12 percentage points — from 35% in 2022 down to 23% in 2024. \u003csup\u003e\u003ca aria-describedby=\"footnote-label\" href=\"#fn1\" id=\"footnotes-ref1\"\u003e[1]\u003c/a\u003e\u003c/sup\u003e Trust is especially important when it comes to online services because people are being asked to supply sensitive information digitally to receive benefits and assistance.\u003c/p\u003e\n\u003cp\u003eAt Login.gov, we serve the public by giving them a way to securely and seamlessly access government websites. By working with agency partners that choose to use Login.gov as the “front door” into their systems, we help them reduce the overhead costs of managing an identity solution while they focus on their core mission.\u003c/p\u003e\n\u003cp\u003eAs such, we are responsible for building trust in three ways:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eDirectly with the public,\u003c/li\u003e\n\u003cli\u003eDirectly with agency partners that use Login.gov, and\u003c/li\u003e\n\u003cli\u003eIndirectly with the public as part of each agency’s service delivery channels.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eGiven the complex environment for building trust with these various audiences, the question became how best to navigate it while applying our foundational value of transparency.\u003c/p\u003e\n\u003cp\u003eA popular approach in software development is to build and share a product roadmap that articulates the direction of the service. However, these roadmaps can often become just lists of features and dates. This outcome can be counterintuitive and undermines trust by boxing an organization into a plan that isn’t adaptable to an agile development process. Furthermore, these roadmaps often leave out the “why” — what the organization is doing, why the work is valuable, what tradeoffs the team makes, and more.\u003c/p\u003e\n\u003cp\u003eThe Login.gov team set out to create its own version of a roadmap — and publish it publicly — to build trust while avoiding these common pitfalls.\u003c/p\u003e\n\u003ch2 id=\"the-solution-a-public-roadmap\"\u003eThe solution: a public roadmap\u003c/h2\u003e\n\u003cp\u003eAs we began developing what would become the first-of-its-kind \u003ca href=\"https://www.login.gov/partners/roadmap/\"\u003eLogin.gov Program Roadmap\u003c/a\u003e, we started actively seeking feedback from agency partners. The goal was to understand the value they were getting from Login.gov, the types of problems we were solving or could solve, and what types of capabilities they would like to see us explore. We gathered this feedback via a mix of surveys, “\u003ca href=\"https://digital.gov/2023/12/19/amplifying-customer-voices/\"\u003evoice of the customer\u003c/a\u003e” working sessions, and ad hoc conversations.\u003c/p\u003e\n\u003cp\u003eWe aggregated this feedback and provided it to our internal delivery teams, who incorporated it into their planning process by answering questions such as: How might we address agency needs? What tradeoffs need to be considered? How does all of this map to our program goals?\u003c/p\u003e\n\u003cp\u003eIn theory, this sounds like one smooth, linear process, but in reality, it involves a number of small feedback loops. These loops include seeking customer feedback, analyzing that information, creating plans, and then returning as gaps or questions are uncovered during alignment-building.\u003c/p\u003e\n\n\n\n\n\n\n\n\u003cdiv class=\"image\"\u003e\n  \u003cimg\n        src=\"https://s3.amazonaws.com/digitalgov/login-roadmap-with-partners.png\"alt=\"Process table titled, Building the Login.gov roadmap with partner agencies. This provides a visual aid of the feedback loop process described in the previous paragraph.\"/\u003e\u003c/div\u003e\n\n\n\u003cp\u003eWe published the first Login.gov Program Roadmap in May 2023, with subsequent updates in November 2023 and May 2024. Not only is it iterative, but it is also publicly available to encourage transparency and feedback from agencies and the public.\u003c/p\u003e\n\u003cp\u003eIn the roadmap, we lay out the impact of the program, as well as learnings that will inform future initiatives and strategic development. As a living document that is regularly updated, the roadmap is able to incorporate ongoing user research as well as feedback from agency partners to adapt these plans over time. In the interest of transparency, the roadmap also addresses challenges and potential barriers that Login.gov faces in achieving its mission and goals.\u003c/p\u003e\n\u003ch2 id=\"what-we-learned-how-to-build-a-roadmap-that-builds-trust\"\u003eWhat we learned: how to build a roadmap that builds trust\u003c/h2\u003e\n\u003cp\u003eCreating the Login.gov Program Roadmap invites an ongoing conversation with Login.gov partners. It allows the program to declare a destination and set a course based on agencies’ needs. And like a “map”, it allows for alternative routes and detours to accommodate shifts and overcome barriers to reach the destination together. Based on our experience, here are a few takeaways for other programs interested in building their own roadmaps:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eStart with “why.”\u003c/strong\u003e Ground your document in your organization’s values and goals, and help your audience understand why certain decisions are being made or why certain initiatives are challenging.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eBuild it with your stakeholders and include user input.\u003c/strong\u003e This includes anyone who has a vested interest or influence in your program’s success. Without their perspectives, your roadmap is incomplete, and you may lack the support you need to carry it out.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eMake it iterative.\u003c/strong\u003e Once it\u0026rsquo;s built, it will likely need to evolve over time. Continue to work with your stakeholders to gather user feedback to be agile and make changes when necessary.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eThink about your audience.\u003c/strong\u003e Consider what level of information is needed to engage your audience and help them understand your program’s rationale. Don’t overwhelm them with information — more information does not necessarily mean more transparency as it could confuse your audience. Give them a way to connect with you if they have additional questions. For example, email address or other forum.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eRefer to it as often as possible.\u003c/strong\u003e Using it — internally and externally — will improve alignment and help reinforce your program’s ability to convey what you are doing and why it matters.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"looking-ahead\"\u003eLooking ahead\u003c/h2\u003e\n\u003cp\u003eWith each iteration, the Login.gov Program Roadmap becomes an increasingly useful resource that Login.gov partners have come to rely on for updates and information. It informs how we talk about our program with stakeholders and motivates the team to work together toward common goals.\u003c/p\u003e\n\u003cp\u003eIf you’re interested in learning more about what we did or about Login.gov, let us know how we can help. Connect with us at \u003ca href=\"mailto:partners@login.gov\"\u003epartners@login.gov\u003c/a\u003e.\u003c/p\u003e\n\u003cfooter\u003e\n\u003ch3 id=\"footnote-label\"\u003eFootnotes\u003c/h3\u003e\n\u003col\u003e\n\u003cli id=\"fn1\"\u003e \"Trust in Government Dashboard\" (Partnership for Public Service). 2024. https://ourpublicservice.org/our-solutions/rebuilding-trust-in-government/dashboard/. \u003ca href=\"#footnotes-ref1\" aria-label=\"Back to content\"\u003e↩\u003c/a\u003e\u003c/li\u003e\n\u003c/ol\u003e\n\u003c/footer\u003e\n"}
  ]
}