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    "title" : "Delivering a digital-first public experience: One agency's plan |Digital.gov",
    "description": "Delivering a digital-first public experience: One agency's plan",
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    {"title" :"Delivering a digital-first public experience: One agency's plan","deck" : "Learn how GSA is approaching the requirements in OMB memo M-23-22","summary" : "Learn how the U.S. General Services Administration is tackling the 100+ requirements of OMB memo M-23-22, Delivering a Digital-First Public Experience.","date" : "2024-09-23T00:00:00-05:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jessica-marine" : "Jessica Marine"},"topics" : {
        
            "accessibility" : "Accessibility",
            "content-strategy" : "Content strategy",
            "design" : "Design",
            "digital-service-delivery" : "Digital service delivery",
            "user-experience" : "User experience"
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      "filename" :"2024-09-23-delivering-a-digital-first-public-experience-one-agencys-plan.md",
      
      "filepath" :"news/2024/09/2024-09-23-delivering-a-digital-first-public-experience-one-agencys-plan.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2024/09/2024-09-23-delivering-a-digital-first-public-experience-one-agencys-plan.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2024/09/2024-09-23-delivering-a-digital-first-public-experience-one-agencys-plan.md","slug" : "delivering-a-digital-first-public-experience-one-agencys-plan","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2024/09/23/delivering-a-digital-first-public-experience-one-agencys-plan/","weight" : "1","content" :"\u003cp\u003eIn December 2018, the 21st Century Integrated Digital Experience Act (21st Century IDEA) was signed into law. It requires all executive branch agencies to:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eModernize their websites\u003c/li\u003e\n\u003cli\u003eDigitize services and forms\u003c/li\u003e\n\u003cli\u003eAccelerate use of e-signatures\u003c/li\u003e\n\u003cli\u003eImprove the customer experience\u003c/li\u003e\n\u003cli\u003eStandardize and transition to centralized shared services\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eIn September 2023, the Office of Management and Budget (OMB) issued M-23-22, Delivering a Digital-First Public Experience, to provide agencies with implementation guidance.\u003c/p\u003e\n\n\n\n\n\n\n\u003carticle class=\"dg-ring\" aria-labelledby=\"d7bc767bb354e2697bcc90de329072da\"\u003e\n  \u003ch2 id=\"d7bc767bb354e2697bcc90de329072da\" class=\"dg-ring__title\"\u003eRelated policy\u003c/h2\u003e\n  \u003ca href=\"https://digital.gov/resources/delivering-digital-first-public-experience/\"\u003eExplore 21st Century IDEA and OMB M-23-22\u003c/a\u003e\n\u003c/article\u003e\n\n\u003cp\u003eOMB organizes this guidance into seven digital experience pillars — with suggested tactics to meet federal requirements and deliver outcomes to the public.\u003c/p\u003e\n\u003cp\u003eBelow, watch the eight-minute opening keynote of Clare Martorana, Federal Chief Information Officer, Office of Management and Budget, at the 2024 Digital.gov Summit: Delivering a digital-first public experience.\u003c/p\u003e\n\n\n\n\n\n\n\u003cdiv\n  class=\"video\"\n  style=\"position: relative; padding-bottom: 56.25%; padding-top: 30px; height: 0; overflow: hidden;\"\n\u003e\n  \n  \u003ciframe src=\"https://www.youtube.com/embed/uwedXPjqOLE\" title=\"Opening keynote with Clare Martorana\" style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%;\" allowfullscreen=\"\" frameborder=\"0\" \u003e\u003c/iframe\u003e\n\u003c/div\u003e\n\n\u003ctable class=\"usa-table usa-table--striped\"\u003e\n  \u003ccaption\u003eDigital experience pillars, tactics, and outcomes\u003c/caption\u003e\n  \u003cthead\u003e\n    \u003ctr\u003e\n      \u003cth scope=\"col\"\u003ePillars\u003c/th\u003e\n      \u003cth scope=\"col\"\u003eTactics\u003c/th\u003e\n      \u003cth scope=\"col\"\u003eOutcomes for the public\u003c/th\u003e\n    \u003c/tr\u003e\n  \u003c/thead\u003e\n  \u003ctbody\u003e\n    \u003ctr\u003e\n      \u003cth scope=\"row\"\u003e\u003ca href=\"https://digital.gov/topics/analytics/\"\u003eAnalytics\u003c/a\u003e\u003c/th\u003e\n      \u003ctd\u003eParticipate in the government-wide Digital Analytics Program and collect feedback from customers\u003c/td\u003e\n      \u003ctd\u003eOptimized digital experiences based on insights into user behavior\u003c/td\u003e\n    \u003c/tr\u003e\n    \u003ctr\u003e\n      \u003cth scope=\"row\"\u003e\u003ca href=\"https://digital.gov/topics/accessibility/\"\u003eAccessibility\u003c/a\u003e\u003c/th\u003e\n      \u003ctd\u003eFollow Section 508 standards \u0026 Web Content Accessibility Guidelines (WCAG) guidelines\u003c/td\u003e\n      \u003ctd\u003eWebsites and digital services are accessible to all individuals\u003c/td\u003e\n    \u003c/tr\u003e\n    \u003ctr\u003e\n      \u003cth scope=\"row\"\u003e\u003ca href=\"https://digital.gov/topics/domain-management/\"\u003eBrand\u003c/a\u003e\u003c/th\u003e\n      \u003ctd\u003eUse a “.gov” domain and apply consistent agency branding\u003c/td\u003e\n      \u003ctd\u003eGreater trust in interactions with the government\u003c/td\u003e\n    \u003c/tr\u003e\n    \u003ctr\u003e\n      \u003cth scope=\"row\"\u003e\u003ca href=\"https://digital.gov/topics/content-strategy/\"\u003eContent\u003c/a\u003e\u003c/th\u003e\n      \u003ctd\u003eWrite in plain language and deduplicate content\u003c/td\u003e\n      \u003ctd\u003eThe public gets the answers they need\u003c/td\u003e\n    \u003c/tr\u003e\n    \u003ctr\u003e\n      \u003cth scope=\"row\"\u003e\u003ca href=\"https://digital.gov/topics/design/\"\u003eDesign\u003c/a\u003e\u003c/th\u003e\n      \u003ctd\u003eUse the core components of the U.S. Web Design System (USWDS)\u003c/td\u003e\n      \u003ctd\u003eGovernment websites are easier to navigate\u003c/td\u003e\n    \u003c/tr\u003e\n    \u003ctr\u003e\n      \u003cth scope=\"row\"\u003e\u003ca href=\"https://digital.gov/topics/search/\"\u003eSearch\u003c/a\u003e\u003c/th\u003e\n      \u003ctd\u003eProvide an on-site search function and follow search engine optimization (SEO) best practices\u003c/td\u003e\n      \u003ctd\u003eInformation about government services are easier to find\u003c/td\u003e\n    \u003c/tr\u003e\n    \u003ctr\u003e\n      \u003cth scope=\"row\"\u003e\u003ca href=\"https://digital.gov/topics/information-collection/\"\u003eDigitization\u003c/a\u003e\u003c/th\u003e\n      \u003ctd\u003eProvide digital options to complete and sign forms, and self-service options for common tasks\u003c/td\u003e\n      \u003ctd\u003eIt’s easier to access services and complete tasks online\u003c/td\u003e\n    \u003c/tr\u003e\n  \u003c/tbody\u003e\n\u003c/table\u003e\n\u003ch2 id=\"why-this-matters\"\u003eWhy this matters\u003c/h2\u003e\n\u003cp\u003eDigital government should be simple, fast, and easy for everyone, but many federal websites and digital services aren’t meeting the public’s needs and expectations. According to OMB’s \u003ca href=\"https://www.whitehouse.gov/omb/briefing-room/2023/09/22/fact-sheet-building-digital-experiences-for-the-american-people/\"\u003eFact Sheet on Building Digital Experiences for the American People\u003c/a\u003e, as of September 2023:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e45% of federal websites are not mobile-friendly.\u003c/li\u003e\n\u003cli\u003e60% of federal websites have a possible accessibility issue.\u003c/li\u003e\n\u003cli\u003e80% of federal websites do not use the U.S. Web Design System.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eAnd, many government forms and services require paper processes, which add burden and a \u0026ldquo;time tax\u0026rdquo; on both the public and the federal workforce serving the public:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eTo date, only 2% of federal government forms have been digitized (offered as a dynamic online form, not just a fillable online PDF).\u003c/li\u003e\n\u003cli\u003eThe public spends more than 10.5 billion hours each year completing government paperwork.\u003c/li\u003e\n\u003cli\u003eAbout $140 billion in potential government benefits goes unclaimed each year due to complicated or outdated processes.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"how-we-are-getting-started-at-the-us-general-services-administration-gsa\"\u003eHow we are getting started at the U.S. General Services Administration (GSA)\u003c/h2\u003e\n\u003cp\u003eM-23-22 contains more than \u003cstrong\u003e100 requirements\u003c/strong\u003e and the Office of the Federal Chief Information Officer (OFCIO) has stated that it is a \u003ca href=\"https://www.whitehouse.gov/omb/briefing-room/2024/04/17/progress-towards-delivering-a-digital-first-public-experience/#:~:text=a%20ten%2Dyear%20roadmap%20for%20a%20modern%20digital%20experience\"\u003e10-year roadmap for a modern digital experience\u003c/a\u003e. It is impossible to tackle all these requirements at once, so we are using an agile, quick-start approach to get started at GSA with eight of them.\u003c/p\u003e\n\u003ch3 id=\"1-accessible-to-people-of-diverse-abilities\"\u003e1) Accessible to people of diverse abilities\u003c/h3\u003e\n\u003cp\u003eWe have an obligation to equitably serve all users. Federal websites and digital services must be accessible to people of all different abilities.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eAction items:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eMaking accessibility part of our thought process on day one. Move it to the left on the timeline.\u003c/li\u003e\n\u003cli\u003eNot waiting until the end to test or treat accessibility issues like bugs (e.g., unintended behavior usually caught by testing).\u003c/li\u003e\n\u003cli\u003eDesigning accessible experiences.\u003c/li\u003e\n\u003cli\u003eFollowing accessibility guidance: \u003ca href=\"https://digital.gov/resources/requirements-for-strengthening-the-federal-government-commitment-to-digital-accessibility/\"\u003eRequirements for strengthening the federal government’s commitment to digital accessibility\u003c/a\u003e.\u003c/li\u003e\n\u003cli\u003eTesting (both manual and automated) for accessibility.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"2-consistent-visual-design-and-agency-brand-identity\"\u003e2) Consistent visual design and agency brand identity\u003c/h3\u003e\n\u003cp\u003eWhen websites and digital services have an inconsistent look and feel as users navigate across an agency’s network or across federal websites, this causes a fragmented and confusing online experience.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eAction items:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eUsing \u003ca href=\"https://designsystem.digital.gov/\"\u003eU.S. Web Design System\u003c/a\u003e (USWDS) components across our sites — not just the \u003ca href=\"https://designsystem.digital.gov/components/banner/\"\u003ebanner\u003c/a\u003e and \u003ca href=\"https://designsystem.digital.gov/components/identifier/\"\u003eidentifier\u003c/a\u003e.\u003c/li\u003e\n\u003cli\u003eUsing a \u003ca href=\"https://digital.gov/resources/an-introduction-to-domain-management/\"\u003egovernment (.gov) domain name\u003c/a\u003e.\u003c/li\u003e\n\u003cli\u003eReducing user friction by \u003ca href=\"https://digital.gov/2024/08/07/it-warning-banners-how-gsa-is-working-to-stop-unnecessarily-frightening-users/\"\u003elimiting warnings\u003c/a\u003e;  stop alarming or frightening our users in ways that erodes trust.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"3-content-that-is-authoritative-and-easy-to-understand\"\u003e3) Content that is authoritative and easy to understand\u003c/h3\u003e\n\u003cp\u003eThe public should not have to confront confusing jargon or decipher duplicative or conflicting sources of government information online. M-23-22 requires agencies to review and validate content to ensure the public gets the answers they need.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eAction items:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eChecking for pre-existing sites before standing up a new one. Stop publishing duplicative content.\u003c/li\u003e\n\u003cli\u003eAlways using \u003ca href=\"https://digital.gov/topics/plain-language/\"\u003eplain language\u003c/a\u003e.\u003c/li\u003e\n\u003cli\u003eProducing content that our target audience understands. The average reader reads at an 8th grade level.\u003c/li\u003e\n\u003cli\u003eWriting in a \u003ca href=\"https://www.plainlanguage.gov/guidelines/conversational/\"\u003econversational tone,\u003c/a\u003e “like people talk to each other.”\u003c/li\u003e\n\u003cli\u003eAt least once per year, \u003ca href=\"https://digital.gov/2020/04/07/spring-cleaning-tips-for-web-content/\"\u003ereviewing our content\u003c/a\u003e and getting rid of redundant, obsolete, trivial content.\u003c/li\u003e\n\u003cli\u003eDecommissioning outdated, unnecessary, or duplicative sites.\u003c/li\u003e\n\u003cli\u003eDefaulting to HTML. Stop publishing PDFs to convey content.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"4-information-and-services-are-discoverable--optimized-for-search\"\u003e4) Information and services are discoverable \u0026amp; optimized for search\u003c/h3\u003e\n\u003cp\u003eSearch is a basic and universal part of using the internet, and search functionality is an expected feature for all federal websites and digital services.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eAction items:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eUsing \u003ca href=\"https://digital.gov/topics/search/\"\u003eon-site search\u003c/a\u003e functionality, like \u003ca href=\"http://www.search.gov\"\u003eSearch.gov\u003c/a\u003e.\u003c/li\u003e\n\u003cli\u003eDesigning content \u003ca href=\"https://digital.gov/topics/search-engine-optimization/\"\u003eoptimized for search engines\u003c/a\u003e.\u003c/li\u003e\n\u003cli\u003eIncluding the date the content was created or last updated.\u003c/li\u003e\n\u003cli\u003eAllowing bots unimpeded access to content for web scraping.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"5-secure-by-design-secure-by-default\"\u003e5) Secure by design, secure by default\u003c/h3\u003e\n\u003cp\u003eSecure websites and digital services are non-negotiable. We must ensure that every phase of the design and development lifecycle for our websites and digital services accounts for application security and its impact on users.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eAction items:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eEngaging with our IT \u003ca href=\"https://digital.gov/topics/security/\"\u003esecurity\u003c/a\u003e representatives early and often.\u003c/li\u003e\n\u003cli\u003eConducting regular security assessments and testing.\u003c/li\u003e\n\u003cli\u003eMaintaining a disclosure policy that allows the public to report potential security vulnerabilities without recourse.\u003c/li\u003e\n\u003cli\u003eChecking with our IT department first to see if third-party resources are safe to use.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"6-user-centered-and-data-driven-design\"\u003e6) User-centered and data-driven design\u003c/h3\u003e\n\u003cp\u003eFederal websites and digital services should be designed and delivered with users at the center of the experience.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eAction items:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eStarting with users’ wants and needs.\u003c/li\u003e\n\u003cli\u003eEngaging users throughout design and development.\u003c/li\u003e\n\u003cli\u003eTesting with a representative cross-section of users.\u003c/li\u003e\n\u003cli\u003eStop substituting our understanding of user needs for direct interactions with users.\u003c/li\u003e\n\u003cli\u003eReviewing web analytics. Encouraging all GSA web managers to become familiar with the \u003ca href=\"https://digital.gov/guides/dap/\"\u003eDigital Analytics Program\u003c/a\u003e (DAP) and watch the \u003ca href=\"https://www.youtube.com/playlist?list=PLd9b-GuOJ3nEz1NYl66orgVZIu17laKba\"\u003eDAP training videos on Digital.gov’s analytics playlist\u003c/a\u003e.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"7-mobile-first-design-that-scales-across-device-sizes\"\u003e7) Mobile-first design that scales across device sizes\u003c/h3\u003e\n\u003cp\u003eA majority of the public accesses federal information and services online from mobile devices. All federal websites and digital services must be mobile-friendly.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eAction items:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eDesigning \u003ca href=\"https://digital.gov/topics/mobile/\"\u003emobile-friendly\u003c/a\u003e and device-agnostic websites and digital services.\u003c/li\u003e\n\u003cli\u003eTesting on mobile phones and tablet devices.\u003c/li\u003e\n\u003cli\u003eAvoiding the building or maintenance of unnecessary mobile apps.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"8-digitization\"\u003e8) Digitization\u003c/h3\u003e\n\u003cp\u003eThe public expects to be able to interact with the government through digital channels.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eAction items:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eConsidering web forms instead of fillable PDFs.\u003c/li\u003e\n\u003cli\u003eAccepting electronic signatures.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"connect-and-learn\"\u003eConnect and learn\u003c/h2\u003e\n\u003cp\u003eJoin the \u003ca href=\"https://digital.gov/communities/web-content-managers/\"\u003eWeb Managers Community\u003c/a\u003e to share and explore best practices for creating great digital-first public experiences.\u003c/p\u003e\n\u003cp\u003eAlso, please continue visiting the \u003ca href=\"https://digital.gov/resources/delivering-digital-first-public-experience/\"\u003erequirements for delivering a digital-first public experience\u003c/a\u003e for the latest information. This resource is updated regularly.\u003c/p\u003e\n\n\n\n\u003carticle\n  class=\"dg-note \"\n\u003e\n  \u003ch4 class=\"dg-note__heading\"\u003e\n    \u003csvg\n      class=\"dg-note__icon usa-icon dg-icon dg-icon--large\"\n      aria-hidden=\"true\"\n      focusable=\"false\"\n    \u003e\n      \u003cuse xlink:href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/uswds/img/sprite.svg#notifications\"\u003e\u003c/use\u003e\n    \u003c/svg\u003e\n    \n      Note\n    \n  \u003c/h4\u003e\n  \u003cp\u003eDigital.gov provides information and resources for federal agencies related to web and digital policies. However, we cannot interpret the statutes or specific requirements.\u003c/p\u003e\n\u003cp\u003eContact OMB’s Office of the Federal CIO at \u003ca href=\"mailto:ofcio@omb.eop.gov\"\u003eofcio@omb.eop.gov\u003c/a\u003e with any questions about interpretations of the law and guidance.\u003c/p\u003e\n\n\u003c/article\u003e\n\n\u003chr\u003e\n\u003cp\u003e\u003cem\u003eJessica Marine served as GSA’s Digital Experience Delivery Lead for most of fiscal year 2024. She also serves as a Product Manager on GSA’s Service Delivery team.\u003c/em\u003e\u003c/p\u003e\n"}
  ]
}