{ "version" : "https://jsonfeed.org/version/1", "content" : "topics", "type" : "list", "title" : "Customer experience |Digital.gov", "description": "Customer experience", "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/", "count" : "256","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/topics/customer-experience/index.json", "section" : "topics", "items" : [{"title" :"Rebuilding CDC.gov","deck" : "How the CDC.gov team used a “Clean Slate” approach to improve its content and meet the needs of the public","summary" : "Learn how the CDC.gov team used a bold “Clean Slate” approach to reimagine the site and meet real user needs.","date" : "2025-01-02T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"stacey-thalken" : "Stacey Thalken"},"topics" : { "analytics" : "Analytics", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "governance" : "Governance", "human-centered-design" : "Human-centered design" },"primary_image" : { "uid" : "hands-website-design-sensvector-istock-getty-images-1356139194", "alt" : "Three hands of varying skin tones place web elements on a webpage.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "Sensvector/iStock via Getty Images", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2025-01-02-rebuilding-cdc-gov.md", "filepath" :"news/2025/2025-01-02-rebuilding-cdc-gov.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2025/2025-01-02-rebuilding-cdc-gov.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2025/2025-01-02-rebuilding-cdc-gov.md","weight" : "1","slug" : "rebuilding-cdc-gov","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2025/01/02/rebuilding-cdc-gov/" },{"title" :"Making government text messaging more effective with Notify.gov","deck" : "To improve access to government services, GSA launched Notify.gov, a notification tool that sends text message reminders about government services and benefits programs. This service aims to ensure families receive the right information at the right time on the government services they use.","summary" : "To improve access to government services, GSA launched Notify.gov, a notification tool that sends text message reminders about government services and benefits programs. This service aims to ensure families receive the right information at the right time on the government services they use.","date" : "2024-12-17T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "communication" : "Communication", "customer-experience" : "Customer experience", "human-centered-design" : "Human-centered design" },"branch" : "bc-archive-content-3", "filename" :"2024-12-20-making-government-text-messaging-more-effective-with-notify-gov.md", "filepath" :"news/2024/12/2024-12-20-making-government-text-messaging-more-effective-with-notify-gov.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2024/12/2024-12-20-making-government-text-messaging-more-effective-with-notify-gov.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2024/12/2024-12-20-making-government-text-messaging-more-effective-with-notify-gov.md","source" : "gsa","source_url" : "https://www.gsa.gov/blog/2024/12/17/making-government-text-messaging-more-effective-with-notifygov","weight" : "1","slug" : "making-government-text-messaging-more-effective-with-notify-gov","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2024/12/17/making-government-text-messaging-more-effective-with-notify-gov/" },{"title" :"Requirements for transforming federal customer experience and service delivery","deck" : "Understand the policy framework: Executive Order 14058 and OMB Circular A-11 Section 280","summary" : "Learn how to strengthen customer experience and service delivery within your federal agency.","date" : "2024-12-04T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"cathryn-camenzind" : "Cathryn Camenzind"},"topics" : { "customer-experience" : "Customer experience", "governance" : "Governance", "human-centered-design" : "Human-centered design", "information-collection" : "Information collection", "public-policy" : "Public policy", "trust" : "Trust" },"branch" : "bc-archive-content-3", "filename" :"requirements-for-transforming-federal-customer-experience-and-service-delivery.md", "filepath" :"resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md","weight" : "1","slug" : "requirements-for-transforming-federal-customer-experience-and-service-delivery","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery/" },{"title" :"Enhancing the customer-centricity of GSA websites","deck" : "How to assess wildly different websites in a consistent way","summary" : "An overview of GSA’s website evaluation process, which combines qualitative and quantitative data to assess website management and performance.","date" : "2024-10-30T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"behati-hart" : "Behati Hart"},"topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience", "usability" : "Usability" },"primary_image" : { "uid" : "quantitative-qualitative-research-data-whale-design-istock-getty-images-1533625139", "alt" : "Two silhouettes face each other, comparing quantitative and qualitative research terms.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "Whale Design/iStock via Getty Images", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2024-10-30-enhancing-the-customer-centricity-of-gsa-websites.md", "filepath" :"news/2024/10/2024-10-30-enhancing-the-customer-centricity-of-gsa-websites.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2024/10/2024-10-30-enhancing-the-customer-centricity-of-gsa-websites.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2024/10/2024-10-30-enhancing-the-customer-centricity-of-gsa-websites.md","weight" : "1","slug" : "enhancing-the-customer-centricity-of-gsa-websites","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2024/10/30/enhancing-the-customer-centricity-of-gsa-websites/" },{"title" :"Making the case for human-centered design: A Department of Justice case study","deck" : "Lessons learned from the launch of Access DOJ.","summary" : "The Access DOJ initiative shares nine lessons on making services more accessible, effective, and efficient.","date" : "2024-10-28T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"becky-slogeris" : "Becky Slogeris","kim-lopez" : "Kim Lopez"},"topics" : { "customer-experience" : "Customer experience", "design" : "Design", "human-centered-design" : "Human-centered design", "plain-language" : "Plain language", "user-experience" : "User experience" },"primary_image" : { "uid" : "justice-scales-svetlana-shamshurina-istock-getty-images-1226475738", "alt" : "Illustration of scales of justice sitting on top of law books, next to a gavel. One book reads 'Justice' on the spine.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "Svetlana Shamshurina/iStock via Getty Images", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2024-10-28-making-the-case-for-human-centered-design-a-department-of-justice-case-study.md", "filepath" :"news/2024/10/2024-10-28-making-the-case-for-human-centered-design-a-department-of-justice-case-study.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2024/10/2024-10-28-making-the-case-for-human-centered-design-a-department-of-justice-case-study.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2024/10/2024-10-28-making-the-case-for-human-centered-design-a-department-of-justice-case-study.md","weight" : "1","slug" : "making-the-case-for-human-centered-design-a-department-of-justice-case-study","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2024/10/28/making-the-case-for-human-centered-design-a-department-of-justice-case-study/" },{"title" :"Making targeted improvements to NPS.gov: A case study from the National Park Service","deck" : "Understand the value of combining GSA’s Digital Analytics Program and Touchpoints customer feedback data","summary" : "NPS enhances user experience on NPS.gov by integrating Digital Analytics Program web analytics data and customer feedback from GSA Touchpoints.","date" : "2024-10-11T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"nathan-king" : "Nathan King"},"topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience", "digital-service-delivery" : "Digital service delivery", "usability" : "Usability" },"primary_image" : { "uid" : "national-park-service-nps-homepage-october-2024", "alt" : "October 11, 2024 screen capture of NPS dot gov homepage.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2024-10-11-making-targeted-improvements-to-nps-gov-a-case-study-from-the-national-park-service.md", "filepath" :"news/2024/10/2024-10-11-making-targeted-improvements-to-nps-gov-a-case-study-from-the-national-park-service.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2024/10/2024-10-11-making-targeted-improvements-to-nps-gov-a-case-study-from-the-national-park-service.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2024/10/2024-10-11-making-targeted-improvements-to-nps-gov-a-case-study-from-the-national-park-service.md","weight" : "1","slug" : "making-targeted-improvements-to-nps-gov-a-case-study-from-the-national-park-service","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2024/10/11/making-targeted-improvements-to-nps-gov-a-case-study-from-the-national-park-service/" },{"title" :"Building a culture of customer experience across government","deck" : "Lessons learned from two life experience projects.","summary" : "The Life Experience teams contain lessons for establishing a culture of customer experience in government, shifting to a focus on organizational practices.","date" : "2024-10-07T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"kennedy-alexis" : "Kennedy Alexis","samantha-noor" : "Samantha Noor","louisa-sholar" : "Louisa Sholar"},"topics" : { "best-practices" : "Best practices", "customer-experience" : "Customer experience", "human-centered-design" : "Human-centered design", "product-and-project-management" : "Product and project management" },"primary_image" : { "uid" : "lightbulb-anastasia-usenko-istock-getty-images-1208535618", "alt" : "Illustration of three teammates building a puzzle of a lightbulb.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "Anastasia Usenk/iStock via Getty Images", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2024-10-07-building-a-culture-of-customer-experience-across-government.md", "filepath" :"news/2024/10/2024-10-07-building-a-culture-of-customer-experience-across-government.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2024/10/2024-10-07-building-a-culture-of-customer-experience-across-government.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2024/10/2024-10-07-building-a-culture-of-customer-experience-across-government.md","weight" : "1","slug" : "building-a-culture-of-customer-experience-across-government","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2024/10/07/building-a-culture-of-customer-experience-across-government/" },{"title" :"User research and the Paperwork Reduction Act","deck" : "User research is an important part of customer experience transformation. Different types of research require different approval under the Paperwork Reduction Act (PRA). Through seven case studies, the U.S. Digital Service shows how agencies conducted valuable user research that did not require PRA approval and successfully integrated findings into their projects. Their work illustrates how thoughtful user research transforms delivery of services and helps agencies build trust in government.","summary" : "User research is an important part of customer experience transformation. Different types of research require different approval under the Paperwork Reduction Act (PRA). Through seven case studies, the U.S. Digital Service shows how agencies conducted valuable user research that did not require PRA approval and successfully integrated findings into their projects. Their work illustrates how thoughtful user research transforms delivery of services and helps agencies build trust in government.","date" : "2024-08-20T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "best-practices" : "Best practices", "customer-experience" : "Customer experience", "digital-service-delivery" : "Digital service delivery", "human-centered-design" : "Human-centered design", "information-collection" : "Information collection", "public-policy" : "Public policy", "research" : "Research", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2024-08-22-user-research-and-the-paperwork-reduction-act.md", "filepath" :"news/2024/08/2024-08-22-user-research-and-the-paperwork-reduction-act.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2024/08/2024-08-22-user-research-and-the-paperwork-reduction-act.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2024/08/2024-08-22-user-research-and-the-paperwork-reduction-act.md","source" : "usds","source_url" : "https://www.usds.gov/news-and-blog/user-research-and-the-paperwork-reduction-act","weight" : "1","slug" : "user-research-and-the-paperwork-reduction-act","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2024/08/20/user-research-and-the-paperwork-reduction-act/" },{"title" :"Developing an easier way to recruit user research participants","deck" : "USA.gov and 10x recently partnered to develop a new user research recruitment page. The page launched in February 2024 and has attracted hundreds of sign-ups. It allows participants to assist in testing government websites for compensation, and helps teams find participants that match needed demographics. By simplifying the process and expanding recruitment of diverse populations, the initiative aims to support and streamline user research. It plans to add recruitment opportunities in additional languages and recruit more specific audiences for future studies.","summary" : "USA.gov and 10x recently partnered to develop a new user research recruitment page. The page launched in February 2024 and has attracted hundreds of sign-ups. It allows participants to assist in testing government websites for compensation, and helps teams find participants that match needed demographics. By simplifying the process and expanding recruitment of diverse populations, the initiative aims to support and streamline user research. It plans to add recruitment opportunities in additional languages and recruit more specific audiences for future studies.","date" : "2024-08-06T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "accessibility" : "Accessibility", "best-practices" : "Best practices", "customer-experience" : "Customer experience", "human-centered-design" : "Human-centered design", "research" : "Research", "usability" : "Usability", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2024-08-21-developing-an-easier-way-to-recruit-user-research-participants.md", "filepath" :"news/2024/08/2024-08-21-developing-an-easier-way-to-recruit-user-research-participants.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2024/08/2024-08-21-developing-an-easier-way-to-recruit-user-research-participants.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2024/08/2024-08-21-developing-an-easier-way-to-recruit-user-research-participants.md","source" : "usagov","source_url" : "https://blog.usa.gov/developing-an-easier-way-to-recruit-user-research-participants","weight" : "1","slug" : "developing-an-easier-way-to-recruit-user-research-participants","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2024/08/06/developing-an-easier-way-to-recruit-user-research-participants/" },{"title" :"A small team's journey through digital maturity","deck" : "How Digital.gov starts with real user needs","summary" : "As a small team, Digital.gov adopted user research and customer experience early. That foundation helps develop evidence-based strategies for today.","date" : "2024-07-08T15:55:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"sarah-schroeder" : "Sarah Schroeder"},"topics" : { "best-practices" : "Best practices", "customer-experience" : "Customer experience", "human-centered-design" : "Human-centered design", "usability" : "Usability", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2024-07-08-a-small-teams-journey-through-digital-maturity.md", "filepath" :"news/2024/07/2024-07-08-a-small-teams-journey-through-digital-maturity.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2024/07/2024-07-08-a-small-teams-journey-through-digital-maturity.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2024/07/2024-07-08-a-small-teams-journey-through-digital-maturity.md","weight" : "1","slug" : "a-small-teams-journey-through-digital-maturity","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2024/07/08/a-small-teams-journey-through-digital-maturity/" },{"kicker" : "Communities of practice","title" :"Join the Contact Center","deck" : "Share and learn with contact center practitioners.","summary" : "Explore methods of service delivery that improve customer experience in government contact centers.","date" : "2024-06-28T16:36:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "contact-centers" : "Contact centers", "customer-experience" : "Customer experience" },"primary_image" : { "uid" : "communities-card-contact-center", "alt" : "", "width" : "2501", "height" : "1307", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"contact-center.md", "filepath" :"communities/contact-center.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/communities/contact-center.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/communities/contact-center.md","weight" : "1","aliases" : {"0" : "/communities/government-contact-center-council-g3c/","1" : "/communities/government-contact-center-council/"},"slug" : "contact-center","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/communities/contact-center/" },{"title" :"Federal customer experience: OMB has taken actions to implement cross-agency priority goals","deck" : "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.","summary" : "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.","date" : "2024-06-06T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "accessibility" : "Accessibility", "best-practices" : "Best practices", "customer-experience" : "Customer experience", "digital-service-delivery" : "Digital service delivery", "governance" : "Governance", "human-centered-design" : "Human-centered design" },"branch" : "bc-archive-content-3", "filename" :"2024-06-28-federal-customer-experience-omb-has-taken-actions-to-implement-cross-agency-priority-goals.md", "filepath" :"news/2024/06/2024-06-28-federal-customer-experience-omb-has-taken-actions-to-implement-cross-agency-priority-goals.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2024/06/2024-06-28-federal-customer-experience-omb-has-taken-actions-to-implement-cross-agency-priority-goals.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2024/06/2024-06-28-federal-customer-experience-omb-has-taken-actions-to-implement-cross-agency-priority-goals.md","source" : "gao","source_url" : "https://www.gao.gov/products/gao-24-106632","weight" : "1","slug" : "federal-customer-experience-omb-has-taken-actions-to-implement-cross-agency-priority-goals","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2024/06/06/federal-customer-experience-omb-has-taken-actions-to-implement-cross-agency-priority-goals/" },{"title" :"An introduction to customer experience","deck" : "Improving customer experience (CX) drives better performance in the federal government","summary" : "Understand what customer experience (CX) is and how to leverage customer feedback and analytics to enhance the public’s experience when interacting with government services.","date" : "2024-06-05T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience", "information-collection" : "Information collection", "information-collection" : "Information collection" },"branch" : "bc-archive-content-3", "filename" :"an-introduction-to-customer-experience.md", "filepath" :"resources/an-introduction-to-customer-experience.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/an-introduction-to-customer-experience.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/an-introduction-to-customer-experience.md","weight" : "1","slug" : "an-introduction-to-customer-experience","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/an-introduction-to-customer-experience/" },{"title" :"Progress towards delivering a digital-first public experience","deck" : "Each year, more than 400 million individuals, families, businesses, organizations, and local governments get information and services from about 430 federal agencies and sub-agencies. The Biden-Harris administration is driving a bold vision for how government agencies serve their customers digitally with OMB’s ten-year roadmap for a modern digital experience. Agencies have already made significant strides. Learn about recent successes by the IRS, CDC, NASA, and FEMA, and how OMB will continue to collaborate with agencies to ensure ongoing improvement in digital government services.","summary" : "Each year, more than 400 million individuals, families, businesses, organizations, and local governments get information and services from about 430 federal agencies and sub-agencies. The Biden-Harris administration is driving a bold vision for how government agencies serve their customers digitally with OMB’s ten-year roadmap for a modern digital experience. Agencies have already made significant strides. Learn about recent successes by the IRS, CDC, NASA, and FEMA, and how OMB will continue to collaborate with agencies to ensure ongoing improvement in digital government services.","date" : "2024-04-17T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "accessibility" : "Accessibility", "analytics" : "Analytics", "best-practices" : "Best practices", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "design" : "Design", "human-centered-design" : "Human-centered design", "innovation" : "Innovation", "public-policy" : "Public policy", "usability" : "Usability", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2024-04-17-progress-towards-delivering-a-digital-first-public-experience.md", "filepath" :"news/2024/04/2024-04-17-progress-towards-delivering-a-digital-first-public-experience.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2024/04/2024-04-17-progress-towards-delivering-a-digital-first-public-experience.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2024/04/2024-04-17-progress-towards-delivering-a-digital-first-public-experience.md","source" : "whitehouse","source_url" : "https://www.whitehouse.gov/omb/briefing-room/2024/04/17/progress-towards-delivering-a-digital-first-public-experience/","weight" : "1","slug" : "progress-towards-delivering-a-digital-first-public-experience","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2024/04/17/progress-towards-delivering-a-digital-first-public-experience/" },{"title" :"Delivering seamless customer journeys","deck" : "Back-end coordination is key","summary" : "GSA shares a 4-step process used to measure and analyze related websites, and additional plans to improve customers’ digital experience.","date" : "2024-04-16T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"aaron-meyers" : "Aaron Meyers"},"topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2024-04-15-delivering-seamless-customer-journeys.md", "filepath" :"news/2024/04/2024-04-15-delivering-seamless-customer-journeys.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2024/04/2024-04-15-delivering-seamless-customer-journeys.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2024/04/2024-04-15-delivering-seamless-customer-journeys.md","weight" : "1","slug" : "delivering-seamless-customer-journeys","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2024/04/16/delivering-seamless-customer-journeys/" },{"title" :"Determining the true value of a website: A GSA case study","deck" : "It’s more complicated than you might think","summary" : "GSA has developed a composite indicator to visualize six key components of website success.","date" : "2024-04-16T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ana-monroe" : "Ana Monroe","aaron-meyers" : "Aaron Meyers"},"topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience", "usability" : "Usability" },"branch" : "bc-archive-content-3", "filename" :"2024-04-16-determining-the-true-value-of-a-website-a-gsa-case-study.md", "filepath" :"news/2024/04/2024-04-16-determining-the-true-value-of-a-website-a-gsa-case-study.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2024/04/2024-04-16-determining-the-true-value-of-a-website-a-gsa-case-study.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2024/04/2024-04-16-determining-the-true-value-of-a-website-a-gsa-case-study.md","weight" : "1","slug" : "determining-the-true-value-of-a-website-a-gsa-case-study","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2024/04/16/determining-the-true-value-of-a-website-a-gsa-case-study/" },{"title" :"Customer experience: beyond surveys","deck" : "Want to measure customer experience? Surveys aren’t the only way! Consider these guiding questions to help your team select an approach based on what you want to learn.","summary" : "Want to measure customer experience? Surveys aren’t the only way! Consider these guiding questions to help your team select an approach based on what you want to learn.","date" : "2024-03-05T09:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience", "human-centered-design" : "Human-centered design" },"branch" : "bc-archive-content-3", "filename" :"2024-03-06-customer-experience-beyond-surveys.md", "filepath" :"news/2024/03/2024-03-06-customer-experience-beyond-surveys.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2024/03/2024-03-06-customer-experience-beyond-surveys.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2024/03/2024-03-06-customer-experience-beyond-surveys.md","source" : "18f","source_url" : "https://18f.gsa.gov/2024/03/05/customer-experience-beyond-surveys/","weight" : "1","slug" : "customer-experience-beyond-surveys","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2024/03/05/customer-experience-beyond-surveys/" },{"title" :"Customer experience and human-centered design","deck" : "The mission and the how-to","summary" : "Customer experience is the application of design within a business context to craft the human experience.","date" : "2024-01-18T14:46:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ana-monroe" : "Ana Monroe"},"topics" : { "customer-experience" : "Customer experience", "design" : "Design" },"primary_image" : { "uid" : "hcd-guide-intro-1", "alt" : "Four circles indicate the four phases of Human Centered Design: discovery, design, delivery, and measurement. Arrows connect these circles to indicate that the process is also cyclical, and steps need to be repeated at different phases.", "width" : "1200", "height" : "589", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2024-01-18-customer-experience-and-human-centered-design.md", "filepath" :"news/2024/01/2024-01-18-customer-experience-and-human-centered-design.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2024/01/2024-01-18-customer-experience-and-human-centered-design.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2024/01/2024-01-18-customer-experience-and-human-centered-design.md","weight" : "1","slug" : "customer-experience-and-human-centered-design","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2024/01/18/customer-experience-and-human-centered-design/" },{"title" :"Amplifying customer voices","deck" : "A guide to natural language processing in customer experience data analysis","summary" : "Understand how to use natural language processing and advanced analytics to gain insights on high-impact service performance and survey design.","date" : "2023-12-19T17:38:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"isabel-izzy-metzger" : "Isabel (Izzy) Metzger"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "software-engineering" : "Software engineering" },"primary_image" : { "uid" : "green-structured-unstructured-data-iceberg-chavapong-prateep-na-thalang-istock-getty-images-1353745656-b", "alt" : "An iceberg illustration in shades of green and white. The small 20% section above water represents structured data, while the larger 80% section below water is unstructured data.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "Chavapong Prateep Na Thalang/iStock via Getty Images", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2023-12-19-amplifying-customer-voices.md", "filepath" :"news/2023/12/2023-12-19-amplifying-customer-voices.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2023/12/2023-12-19-amplifying-customer-voices.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2023/12/2023-12-19-amplifying-customer-voices.md","weight" : "1","slug" : "amplifying-customer-voices","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2023/12/19/amplifying-customer-voices/" },{"title" :"Delivering on 21st Century IDEA: A case study from the GSA SmartPay team (Part 3)","summary" : "A GSA SmartPay product owner shares her experience designing user-centered, accessible content for multiple audiences.","date" : "2023-11-29T08:04:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rebekah-knouse-perillo" : "Rebekah Knouse Perillo","ryan-johnson" : "Ryan Johnson"},"topics" : { "accessibility" : "Accessibility", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "digital-service-delivery" : "Digital service delivery", "plain-language" : "Plain language", "product-and-project-management" : "Product and project management" },"primary_image" : { "uid" : "three-gsa-smartpay-screens-part-3", "alt" : "Three screenshots of GSA SmartPay websites overlap each other against a green and blue gradient background. From rear to front, the sites are: 889 Representations Search, Complete Your GSA SmartPay Training, and the main GSA SmartPay homepage.", "width" : "1200", "height" : "628", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2023-11-29-part-3-delivering-on-21st-century-idea-a-case-study-from-the-gsa-smartpay-team.md", "filepath" :"news/2023/11/2023-11-29-part-3-delivering-on-21st-century-idea-a-case-study-from-the-gsa-smartpay-team.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2023/11/2023-11-29-part-3-delivering-on-21st-century-idea-a-case-study-from-the-gsa-smartpay-team.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2023/11/2023-11-29-part-3-delivering-on-21st-century-idea-a-case-study-from-the-gsa-smartpay-team.md","weight" : "1","slug" : "part-3-delivering-on-21st-century-idea-a-case-study-from-the-gsa-smartpay-team","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2023/11/29/part-3-delivering-on-21st-century-idea-a-case-study-from-the-gsa-smartpay-team/" },{"title" :"2023 Federal Customer Experience (CX) Summit","deck" : "The inaugural Federal CX Summit will be held November 16th, 2023. Featured speakers from across government will share how to focus on delivering impact to customers and building CX capacity, and will discuss innovations, trends, and technologies that can be leveraged to enhance customer experience at federal agencies. Register to attend this virtual event co-hosted by the Customer Experience Center of Excellence (CX CoE), 18F, and the CX Community of Practice.","summary" : "The inaugural Federal CX Summit will be held November 16th, 2023. Featured speakers from across government will share how to focus on delivering impact to customers and building CX capacity, and will discuss innovations, trends, and technologies that can be leveraged to enhance customer experience at federal agencies. Register to attend this virtual event co-hosted by the Customer Experience Center of Excellence (CX CoE), 18F, and the CX Community of Practice.","date" : "2023-11-02T17:37:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "customer-experience" : "Customer experience", "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"2023-11-06-virtual-event-2023-federal-customer-experience-cx-summit.md", "filepath" :"news/2023/11/2023-11-06-virtual-event-2023-federal-customer-experience-cx-summit.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2023/11/2023-11-06-virtual-event-2023-federal-customer-experience-cx-summit.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2023/11/2023-11-06-virtual-event-2023-federal-customer-experience-cx-summit.md","source" : "coe","source_url" : "https://coe.gsa.gov/2023/11/02/cx-update-22.html","weight" : "1","slug" : "virtual-event-2023-federal-customer-experience-cx-summit","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2023/11/02/virtual-event-2023-federal-customer-experience-cx-summit/" },{"title" :"Decoding public sentiment: Harnessing open data to gain insights into service delivery","deck" : "An analysis of High-Impact Service Provider (HISP) data","summary" : "Exploring High-Impact Service Provider performance through open source data analysis to enhance customer experience with federal services.","date" : "2023-10-30T10:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"michael-kelty" : "Michael Kelty"},"topics" : { "customer-experience" : "Customer experience", "user-experience" : "User experience" },"primary_image" : { "uid" : "dashboard-templates-dmitry-kostrov-istock-getty-images-1145665438-comp", "alt" : "Vector illustration of a colorful dashboard with charts on a dark blue background.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "Dmitry Kostrov/iStock via Getty Images", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2023-10-30-decoding-public-sentiment-harnessing-open-data-to-gain-insights-into-service-delivery.md", "filepath" :"news/2023/10/2023-10-30-decoding-public-sentiment-harnessing-open-data-to-gain-insights-into-service-delivery.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2023/10/2023-10-30-decoding-public-sentiment-harnessing-open-data-to-gain-insights-into-service-delivery.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2023/10/2023-10-30-decoding-public-sentiment-harnessing-open-data-to-gain-insights-into-service-delivery.md","weight" : "1","slug" : "decoding-public-sentiment-harnessing-open-data-to-gain-insights-into-service-delivery","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2023/10/30/decoding-public-sentiment-harnessing-open-data-to-gain-insights-into-service-delivery/" },{"title" :"Why the American People Deserve a Digital Government","deck" : "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).","summary" : "OMB recently 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).","date" : "2023-09-22T13:26:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "accessibility" : "Accessibility", "analytics" : "Analytics", "best-practices" : "Best practices", "budgeting-and-performance" : "Budgeting and performance", "communication" : "Communication", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "design" : "Design", "digital-service-delivery" : "Digital service delivery", "governance" : "Governance", "human-centered-design" : "Human-centered design", "mobile" : "Mobile", "multilingual" : "Multilingual", "plain-language" : "Plain language", "privacy" : "Privacy", "public-policy" : "Public policy", "search" : "Search", "search-engine-optimization" : "Search engine optimization", "security" : "Security", "social-media" : "Social media", "trust" : "Trust", "usability" : "Usability", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2023-09-25-why-the-american-people-deserve-a-digital-government.md", "filepath" :"news/2023/09/2023-09-25-why-the-american-people-deserve-a-digital-government.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2023/09/2023-09-25-why-the-american-people-deserve-a-digital-government.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2023/09/2023-09-25-why-the-american-people-deserve-a-digital-government.md","source" : "whitehouse","source_url" : "https://www.whitehouse.gov/omb/briefing-room/2023/09/22/why-the-american-people-deserve-a-digital-government/","weight" : "1","slug" : "why-the-american-people-deserve-a-digital-government","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2023/09/22/why-the-american-people-deserve-a-digital-government/" },{"title" :"Quarterly PMA Updates Lead the Way for Improved Service Delivery and Trust-Building","deck" : "Today, the Office of Management and Budget (OMB) released its latest updates to the President’s Management Agenda (PMA). This quarter, the Implementation Leads for Customer Experience (Priority 2) share updates on where we are with this PMA priority.","summary" : "Today, the Office of Management and Budget (OMB) released its latest updates to the President’s Management Agenda (PMA). This quarter, the Implementation Leads for Customer Experience (Priority 2) share updates on where we are with this PMA priority.","date" : "2023-08-30T09:52:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"2023-09-05-quarterly-pma-updates-lead-the-way-for-improved-service-delivery-and-trust-building.md", "filepath" :"news/2023/09/2023-09-05-quarterly-pma-updates-lead-the-way-for-improved-service-delivery-and-trust-building.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2023/09/2023-09-05-quarterly-pma-updates-lead-the-way-for-improved-service-delivery-and-trust-building.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2023/09/2023-09-05-quarterly-pma-updates-lead-the-way-for-improved-service-delivery-and-trust-building.md","source" : "performancegov","source_url" : "https://www.performance.gov/blog/2023-q3-presidents-management-agenda-updates/","weight" : "1","slug" : "quarterly-pma-updates-lead-the-way-for-improved-service-delivery-and-trust-building","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2023/08/30/quarterly-pma-updates-lead-the-way-for-improved-service-delivery-and-trust-building/" },{"kicker" : "","title" :"Reflections on a year in government from 11 U.S. Digital Corps fellows","deck" : "","summary" : "To celebrate their first year in government, 11 U.S. Digital Corps Fellows reflect on what they have learned.","date" : "2023-07-18T11:41:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"kira-tebbe" : "Kira Tebbe","samira-sadat" : "Samira Sadat","pierce-lowary" : "Pierce Lowary","sahithi-n-adari" : "Sahithi N. Adari","jay-shao" : "Jay Shao","nina-anusavice" : "Nina Anusavice","karley-thurston" : "Karley Thurston","jonathan-hart" : "Jonathan Hart","liane-peng" : "Liane Peng","chizobam-nwagwu" : "Chizobam Nwagwu","nikki-ramos" : "Nikki Ramos"},"topics" : { "customer-experience" : "Customer experience", "design" : "Design", "innovation" : "Innovation", "professional-development" : "Professional development", "user-experience" : "User experience" },"primary_image" : { "uid" : "u-s-digital-corps-logo", "alt" : "The red-white-and-blue themed logo for the U.S. Digital Corps.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2023-07-18-reflections-on-a-year-in-government-from-11-u-s-digital-corps-fellows.md", "filepath" :"news/2023/07/2023-07-18-reflections-on-a-year-in-government-from-11-u-s-digital-corps-fellows.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2023/07/2023-07-18-reflections-on-a-year-in-government-from-11-u-s-digital-corps-fellows.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2023/07/2023-07-18-reflections-on-a-year-in-government-from-11-u-s-digital-corps-fellows.md","weight" : "1","slug" : "reflections-on-a-year-in-government-from-11-u-s-digital-corps-fellows","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2023/07/18/reflections-on-a-year-in-government-from-11-u-s-digital-corps-fellows/" },{"title" :"How a Small Team Modernized a Federal Website to Improve CX","deck" : "The recent redesign of the Office of Natural Resources Revenue (ONRR) website stands as an example for agencies seeking to enhance their online platforms. ONRR’s Open Data, Design, and Development (ODDD) team played a pivotal role in this website transformation by embracing open data, user-centered design, accessibility, collaboration, and continuous improvement.","summary" : "The recent redesign of the Office of Natural Resources Revenue (ONRR) website stands as an example for agencies seeking to enhance their online platforms. ONRR’s Open Data, Design, and Development (ODDD) team played a pivotal role in this website transformation by embracing open data, user-centered design, accessibility, collaboration, and continuous improvement.","date" : "2023-07-11T12:38:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "accessibility" : "Accessibility", "customer-experience" : "Customer experience", "design" : "Design", "human-centered-design" : "Human-centered design", "open-data" : "Open data" },"branch" : "bc-archive-content-3", "filename" :"2023-08-09-how-a-small-team-modernized-a-federal-website-to-improve-cx.md", "filepath" :"news/2023/08/2023-08-09-how-a-small-team-modernized-a-federal-website-to-improve-cx.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2023/08/2023-08-09-how-a-small-team-modernized-a-federal-website-to-improve-cx.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2023/08/2023-08-09-how-a-small-team-modernized-a-federal-website-to-improve-cx.md","source" : "performancegov","source_url" : "https://www.performance.gov/blog/2023-federal-customer-experience-interior/","weight" : "1","slug" : "how-a-small-team-modernized-a-federal-website-to-improve-cx","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2023/07/11/how-a-small-team-modernized-a-federal-website-to-improve-cx/" },{"kicker" : "","title" :"How to choose the right metrics for your intranet","deck" : "Establish performance metrics to meet the website’s goals","summary" : "Explore key metrics to optimize your agency’s intranet to foster improved user engagement, experience, and overall satisfaction.","date" : "2023-06-13T15:25:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jessica-dunbar" : "Jessica Dunbar"},"topics" : { "analytics" : "Analytics", "budgeting-and-performance" : "Budgeting and performance", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience" },"primary_image" : { "uid" : "thapana-onphalai-istock-getty-images-1453749005", "alt" : "A concept photo has a person at a laptop with various icons - search, data, metrics, strategy, and more - floating above it.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "Thapana Onphalai, iStock, Getty Images", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2023-06-13-how-to-choose-the-right-metrics-for-your-intranet.md", "filepath" :"news/2023/06/2023-06-13-how-to-choose-the-right-metrics-for-your-intranet.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2023/06/2023-06-13-how-to-choose-the-right-metrics-for-your-intranet.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2023/06/2023-06-13-how-to-choose-the-right-metrics-for-your-intranet.md","weight" : "1","slug" : "how-to-choose-the-right-metrics-for-your-intranet","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2023/06/13/how-to-choose-the-right-metrics-for-your-intranet/" },{"kicker" : "","title" :"Personas: learn how to discover your audience, understand them, and pivot to address their needs","deck" : "","summary" : "Advice from five federal experts on creating user personas.","date" : "2023-05-19T15:48:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"frances-carden" : "Frances Carden"},"topics" : { "communication" : "Communication", "customer-experience" : "Customer experience", "research" : "Research", "user-experience" : "User experience" },"primary_image" : { "uid" : "krugli-istock-getty-images-1330040683-comp", "alt" : "An illustration has four people around a giant laptop building a user profile or persona.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "krugli, iStock, Getty Images", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2023-05-19-personas-learn-how-to-discover-your-audience-understand-them-and-pivot-to-address-their-needs.md", "filepath" :"news/2023/05/2023-05-19-personas-learn-how-to-discover-your-audience-understand-them-and-pivot-to-address-their-needs.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2023/05/2023-05-19-personas-learn-how-to-discover-your-audience-understand-them-and-pivot-to-address-their-needs.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2023/05/2023-05-19-personas-learn-how-to-discover-your-audience-understand-them-and-pivot-to-address-their-needs.md","weight" : "1","slug" : "personas-learn-how-to-discover-your-audience-understand-them-and-pivot-to-address-their-needs","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2023/05/19/personas-learn-how-to-discover-your-audience-understand-them-and-pivot-to-address-their-needs/" },{"title" :"Who's your website manager?","deck" : "Equity and accountability in federal website management","summary" : "The importance of HR and accountability to improving digital service delivery at federal agencies.","date" : "2023-03-24T15:29:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg","gail-sprinkle" : "Gail Sprinkle"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "digital-service-delivery" : "Digital service delivery", "governance" : "Governance", "product-and-project-management" : "Product and project management" },"primary_image" : { "uid" : "diverse-team-brainstorm-whiteboard-julief514-istock-getty-images-1169460143-comp", "alt" : "Three designers work at a whiteboard in an office.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "julief514, iStock, Getty Images", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2023-03-24-who-is-your-website-manager.md", "filepath" :"news/2023/03/2023-03-24-who-is-your-website-manager.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2023/03/2023-03-24-who-is-your-website-manager.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2023/03/2023-03-24-who-is-your-website-manager.md","weight" : "1","slug" : "who-is-your-website-manager","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2023/03/24/who-is-your-website-manager/" },{"kicker" : "","title" :"Understanding design in 10 questions","deck" : "Background, practice, and relationship to customer experience","summary" : "How the discipline of design can help your agency improve customer experience.","date" : "2023-03-03T10:08:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ana-monroe" : "Ana Monroe"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "design" : "Design", "digital-service-delivery" : "Digital service delivery", "product-and-project-management" : "Product and project management" },"primary_image" : { "uid" : "abstract-background-question-marks-talangart-istock-getty-images-1280616526-edit", "alt" : "An abstract background of yellow and orange has 5 different sized question marks in white with a red drop shadow on the right. On the left is the title, Understanding design in 10 questions, and the summary, How the discipline of design can help your agency improve customer experience, in black text.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "Talangart iStock Getty Images", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2023-03-03-understanding-design-in-10-questions.md", "filepath" :"news/2023/03/2023-03-03-understanding-design-in-10-questions.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2023/03/2023-03-03-understanding-design-in-10-questions.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2023/03/2023-03-03-understanding-design-in-10-questions.md","weight" : "1","slug" : "understanding-design-in-10-questions","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2023/03/03/understanding-design-in-10-questions/" },{"title" :"Digital governance at GSA","deck" : "A framework for improving federal digital service delivery","summary" : "A peek into GSA’s internal processes for managing their websites and improving digital experience.","date" : "2023-02-23T17:31:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "digital-service-delivery" : "Digital service delivery", "governance" : "Governance", "product-and-project-management" : "Product and project management" },"primary_image" : { "uid" : "virtual-diagram-web-icons-law-standards-checklist-everythingpossible-istock-getty-images-1370928101", "alt" : "A virtual diagram with web and legal icons has hands touching it.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "everythingpossible, iStock, Getty Images", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2023-02-23-digital-governance-at-gsa.md", "filepath" :"news/2023/02/2023-02-23-digital-governance-at-gsa.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2023/02/2023-02-23-digital-governance-at-gsa.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2023/02/2023-02-23-digital-governance-at-gsa.md","weight" : "1","slug" : "digital-governance-at-gsa","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2023/02/23/digital-governance-at-gsa/" },{"title" :"Collaborate with the TTS Public Benefits Studio","summary" : "The Benefits Studio is seeking feedback and collaboration as it explores texting as a tool to improve the public experience of benefits programs.","date" : "2023-02-07T12:52:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"amy-ashida" : "Amy Ashida","emily-herrick" : "Emily Herrick","alex-pandel" : "Alex Pandel"},"topics" : { "customer-experience" : "Customer experience", "mobile" : "Mobile" },"primary_image" : { "uid" : "public-benefits-studio-u-s-notify-screencapture", "alt" : "Screenshot of the U.S. Notify template-drafting page, where a user has drafted a template text message for a one-week appointment reminder for the Special Supplemental Nutrition Program for Women, Infants, and Children (WIC) program. It includes variable fields to automatically customize the message to include each recipient’s name, and the specific address, date, and time of their upcoming appointment. For demonstration purposes only.", "width" : "1170", "height" : "869", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2023-02-07-collaborate-with-the-tts-public-benefits-studio.md", "filepath" :"news/2023/02/2023-02-07-collaborate-with-the-tts-public-benefits-studio.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2023/02/2023-02-07-collaborate-with-the-tts-public-benefits-studio.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2023/02/2023-02-07-collaborate-with-the-tts-public-benefits-studio.md","weight" : "1","slug" : "collaborate-with-the-tts-public-benefits-studio","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2023/02/07/collaborate-with-the-tts-public-benefits-studio/" },{"title" :"To Build Trust, Aim for Easy","summary" : "Trust is earned through consistency and commitment. Build sites that build trust by considering user needs, respecting people’s time, and avoiding customer experience pitfalls.","date" : "2022-12-13T10:12:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"amanda-dean" : "Amanda Dean"},"topics" : { "accessibility" : "Accessibility", "customer-experience" : "Customer experience", "digital-service-delivery" : "Digital service delivery", "plain-language" : "Plain language", "trust" : "Trust", "usability" : "Usability" },"primary_image" : { "uid" : "title-card-to-build-trust-aim-for-easy", "alt" : "A title card for the blog titled: To Build Trust, Aim for Easy. It has a dark background and multi-colored arrow shapes on the right. The top line has Customer Experience in small light blue text, while the title and summary are in larger white text. The summary says: Trust is earned through consistency and commitment. Build sites that build trust by considering user needs, respecting people’s time, and avoiding CX pitfalls. At the bottom left is the Digital.gov logo in white.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2022-12-13-to-build-trust-aim-for-easy.md", "filepath" :"news/2022/12/2022-12-13-to-build-trust-aim-for-easy.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2022/12/2022-12-13-to-build-trust-aim-for-easy.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2022/12/2022-12-13-to-build-trust-aim-for-easy.md","weight" : "1","slug" : "to-build-trust-aim-for-easy","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2022/12/13/to-build-trust-aim-for-easy/" },{"title" :"Putting People at the Center of Digital Government","deck" : "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.","summary" : "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.","date" : "2022-10-31T09:30:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"lmartinez" : "Leilani Martinez"},"topics" : { "customer-experience" : "Customer experience", "multilingual" : "Multilingual" },"branch" : "bc-archive-content-3", "filename" :"2022-11-08-putting-people-at-the-center-of-digital-government.md", "filepath" :"news/2022/11/2022-11-08-putting-people-at-the-center-of-digital-government.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2022/11/2022-11-08-putting-people-at-the-center-of-digital-government.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2022/11/2022-11-08-putting-people-at-the-center-of-digital-government.md","source" : "gsa","source_url" : "https://www.gsa.gov/blog/2022/10/31/putting-people-at-the-center-of-digital-government","weight" : "1","slug" : "putting-people-at-the-center-of-digital-government","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2022/10/31/putting-people-at-the-center-of-digital-government/" },{"title" :"Sunrise to Sunset: Building a Customer-centric Digital Ecosystem","deck" : "Four Moments in a Website’s Life","summary" : "GSA has developed the Digital Lifecycle Program, with tools and guidance to help teams manage a compliant, customer-centric digital property from ideation through sunsetting.","date" : "2022-10-14T08:30:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ana-monroe" : "Ana Monroe"},"topics" : { "budgeting-and-performance" : "Budgeting and performance", "customer-experience" : "Customer experience", "design" : "Design", "digital-service-delivery" : "Digital service delivery", "governance" : "Governance" },"primary_image" : { "uid" : "gsa-logo-blue-bg-1200-x-630", "alt" : "", "width" : "1200", "height" : "630", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2022-10-14-sunrise-to-sunset-building-a-customer-centric-digital-ecosystem.md", "filepath" :"news/2022/10/2022-10-14-sunrise-to-sunset-building-a-customer-centric-digital-ecosystem.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2022/10/2022-10-14-sunrise-to-sunset-building-a-customer-centric-digital-ecosystem.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2022/10/2022-10-14-sunrise-to-sunset-building-a-customer-centric-digital-ecosystem.md","weight" : "1","slug" : "sunrise-to-sunset-building-a-customer-centric-digital-ecosystem","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2022/10/14/sunrise-to-sunset-building-a-customer-centric-digital-ecosystem/" },{"kicker" : "","title" :"Taking a Design-led Approach to Digital Modernization","deck" : "Building GSA’s Enterprise Digital Experience team","summary" : "Learn how GSA uses collaboration, empathy, and existing expertise to modernize their digital portfolio and improve customer experience.","date" : "2022-10-07T09:06:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ana-monroe" : "Ana Monroe"},"topics" : { "budgeting-and-performance" : "Budgeting and performance", "customer-experience" : "Customer experience", "design" : "Design", "digital-service-delivery" : "Digital service delivery", "governance" : "Governance" },"primary_image" : { "uid" : "gsa-logo-blue-bg-1200-x-630", "alt" : "", "width" : "1200", "height" : "630", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2022-10-07-taking-a-design-led-approach-to-digital-modernization.md", "filepath" :"news/2022/10/2022-10-07-taking-a-design-led-approach-to-digital-modernization.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2022/10/2022-10-07-taking-a-design-led-approach-to-digital-modernization.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2022/10/2022-10-07-taking-a-design-led-approach-to-digital-modernization.md","weight" : "1","slug" : "taking-a-design-led-approach-to-digital-modernization","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2022/10/07/taking-a-design-led-approach-to-digital-modernization/" },{"title" :"Your Federal Front Door: USA.gov and USAGov en Español are Focused on the Public","deck" : "The Biden-Harris Administration’s President’s Management Agenda Vision (PMA) lays the foundation for an effective, equitable, and accountable government that delivers results for all Americans through three main priority areas. Periodically Performance.gov shares stories that highlight real world examples of one of the three PMA priorities. Follow along as they discuss the current approach of the USAGov team and what’s on the horizon for the USAGov website.","summary" : "The Biden-Harris Administration’s President’s Management Agenda Vision (PMA) lays the foundation for an effective, equitable, and accountable government that delivers results for all Americans through three main priority areas. Periodically Performance.gov shares stories that highlight real world examples of one of the three PMA priorities. Follow along as they discuss the current approach of the USAGov team and what’s on the horizon for the USAGov website.","date" : "2022-10-05T10:31:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"2022-10-13-your-federal-front-door-usa-gov-and-usagov-en-espanol-are-focused-on-the-public.md", "filepath" :"news/2022/10/2022-10-13-your-federal-front-door-usa-gov-and-usagov-en-espanol-are-focused-on-the-public.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2022/10/2022-10-13-your-federal-front-door-usa-gov-and-usagov-en-espanol-are-focused-on-the-public.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2022/10/2022-10-13-your-federal-front-door-usa-gov-and-usagov-en-espanol-are-focused-on-the-public.md","source" : "performancegov","source_url" : "https://www.performance.gov/blog/usagov-cx-feature/","weight" : "1","slug" : "your-federal-front-door-usa-gov-and-usagov-en-espanol-are-focused-on-the-public","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2022/10/05/your-federal-front-door-usa-gov-and-usagov-en-espanol-are-focused-on-the-public/" },{"title" :"CXDay","deck" : "CXDay—Help us celebrate and champion customer experience (CX) in government. Join Performance.gov and agencies across government for #CXDay on Tuesday, October 4th.","summary" : "CXDay—Help us celebrate and champion customer experience (CX) in government. Join Performance.gov and agencies across government for #CXDay on Tuesday, October 4th.","date" : "2022-09-27T13:40:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"catie-miller" : "Catie Miller"},"topics" : { "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"2022-09-27-cxday.md", "filepath" :"news/2022/09/2022-09-27-cxday.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2022/09/2022-09-27-cxday.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2022/09/2022-09-27-cxday.md","source" : "performancegov","source_url" : "https://www.performance.gov/cxday/","weight" : "1","slug" : "cxday","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2022/09/27/cxday/" },{"kicker" : "Policy","title" :"Measuring and Justifying the Government Experience","deck" : "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.","summary" : "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.","date" : "2022-08-19T15:21:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "accessibility" : "Accessibility", "analytics" : "Analytics", "customer-experience" : "Customer experience", "design" : "Design", "digital-service-delivery" : "Digital service delivery", "governance" : "Governance", "open-data" : "Open data", "open-government" : "Open government", "public-policy" : "Public policy", "research" : "Research" },"branch" : "bc-archive-content-3", "filename" :"2022-08-25-measuring-and-justifying-the-government-experience.md", "filepath" :"news/2022/08/2022-08-25-measuring-and-justifying-the-government-experience.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2022/08/2022-08-25-measuring-and-justifying-the-government-experience.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2022/08/2022-08-25-measuring-and-justifying-the-government-experience.md","source" : "doi-revenuedata","source_url" : "https://blog-nrrd.doi.gov/metrics/","weight" : "1","slug" : "measuring-and-justifying-the-government-experience","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2022/08/19/measuring-and-justifying-the-government-experience/" },{"title" :"Announcing the CX Maturity Model","deck" : "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.","summary" : "","date" : "2022-06-30T13:11:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"2022-07-18-announcing-the-cx-maturity-model.md", "filepath" :"news/2022/07/2022-07-18-announcing-the-cx-maturity-model.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2022/07/2022-07-18-announcing-the-cx-maturity-model.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2022/07/2022-07-18-announcing-the-cx-maturity-model.md","source" : "coe","source_url" : "https://coe.gsa.gov/2022/06/30/cx-update-20.html","weight" : "1","slug" : "announcing-the-cx-maturity-model","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2022/06/30/announcing-the-cx-maturity-model/" },{"title" :"What is Customer Experience?","deck" : "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.","date" : "2022-06-21T13:18:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"digitalgov-team" : "Digital.gov Team"},"topics" : { "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"2022-06-22-what-is-customer-experience.md", "filepath" :"news/2022/06/2022-06-22-what-is-customer-experience.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2022/06/2022-06-22-what-is-customer-experience.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2022/06/2022-06-22-what-is-customer-experience.md","source" : "doi-revenuedata","source_url" : "https://blog-nrrd.doi.gov/cx/","weight" : "1","slug" : "what-is-customer-experience","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2022/06/21/what-is-customer-experience/" },{"title" :"DHS Usability Testing Kit","deck" : "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.","summary" : "","date" : "2022-06-13T11:31:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"department-of-homeland-security" : "U.S. Department of Homeland Security"},"topics" : { "customer-experience" : "Customer experience", "usability" : "Usability", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2022-06-13-dhs-usability-testing-kit.md", "filepath" :"news/2022/06/2022-06-13-dhs-usability-testing-kit.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2022/06/2022-06-13-dhs-usability-testing-kit.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2022/06/2022-06-13-dhs-usability-testing-kit.md","source_url" : "https://www.dhs.gov/dhs-usability-testing-kit","weight" : "1","slug" : "dhs-usability-testing-kit","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2022/06/13/dhs-usability-testing-kit/" },{"title" :"Two Years of Federal Student Aid's Virtual Assistant Lead to Lessons Learned and a Clear Vision of the Work Ahead","summary" : "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.","date" : "2022-05-02T16:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"laura-nadel" : "Laura Nadel","christine-wilkes" : "Christine Wilkes"},"topics" : { "artificial-intelligence" : "Artificial intelligence", "customer-experience" : "Customer experience", "design" : "Design", "security" : "Security", "user-experience" : "User experience" },"primary_image" : { "uid" : "fafsa-ask-aidan-owl-logo-in-chat-bubble", "alt" : "The Free Application for Federal Student Aid, FAFSA®, Ask Aidan owl logo in bright green, within a chat bubble outline of the same color.", "width" : "1200", "height" : "628", "credit" : "", "caption" : "", "format" : "jpg" },"branch" : "bc-archive-content-3", "filename" :"2022-05-02-two-years-of-federal-student-aid-virtual-assistant-lead-to-lessons-learned-and-a-clear-vision-of-the-work-ahead.md", "filepath" :"news/2022/05/2022-05-02-two-years-of-federal-student-aid-virtual-assistant-lead-to-lessons-learned-and-a-clear-vision-of-the-work-ahead.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2022/05/2022-05-02-two-years-of-federal-student-aid-virtual-assistant-lead-to-lessons-learned-and-a-clear-vision-of-the-work-ahead.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2022/05/2022-05-02-two-years-of-federal-student-aid-virtual-assistant-lead-to-lessons-learned-and-a-clear-vision-of-the-work-ahead.md","weight" : "1","slug" : "two-years-of-federal-student-aid-virtual-assistant-lead-to-lessons-learned-and-a-clear-vision-of-the-work-ahead","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2022/05/02/two-years-of-federal-student-aid-virtual-assistant-lead-to-lessons-learned-and-a-clear-vision-of-the-work-ahead/" },{"kicker" : "Customer Experience","title" :"Celebrate Public Service Recognition Week with the #GovPossible Toolkit","deck" : "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!","summary" : "summ","date" : "2022-04-12T14:56:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"catie-miller" : "Catie Miller"},"topics" : { "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"2022-04-15-celebrate-public-service-recognition-week-with-the-govpossible-toolkit.md", "filepath" :"news/2022/04/2022-04-15-celebrate-public-service-recognition-week-with-the-govpossible-toolkit.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2022/04/2022-04-15-celebrate-public-service-recognition-week-with-the-govpossible-toolkit.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2022/04/2022-04-15-celebrate-public-service-recognition-week-with-the-govpossible-toolkit.md","source" : "performancegov","source_url" : "https://www.performance.gov/blog/govpossible22/","weight" : "1","slug" : "celebrate-public-service-recognition-week-with-the-govpossible-toolkit","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2022/04/12/celebrate-public-service-recognition-week-with-the-govpossible-toolkit/" },{"kicker" : "Customer Experience","title" :"How USAGov Engaged With the Public in 2021: 3 Examples","deck" : "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.","summary" : "summ","date" : "2022-04-12T09:59:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"usagov-outreach-team" : "USAGov Outreach Team"},"topics" : { "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"2022-04-15-how-usagov-engaged-with-the-public-in-2021-3-examples.md", "filepath" :"news/2022/04/2022-04-15-how-usagov-engaged-with-the-public-in-2021-3-examples.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2022/04/2022-04-15-how-usagov-engaged-with-the-public-in-2021-3-examples.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2022/04/2022-04-15-how-usagov-engaged-with-the-public-in-2021-3-examples.md","source" : "usagov","source_url" : "https://blog.usa.gov/how-usagov-engaged-with-the-public-in-2021-3-examples","weight" : "1","slug" : "how-usagov-engaged-with-the-public-in-2021-3-examples","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2022/04/12/how-usagov-engaged-with-the-public-in-2021-3-examples/" },{"kicker" : "Transparency, Participation, and Collaboration","title" :"Sunshine Week: How GSA Supports Open Government Principles","deck" : "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.","summary" : "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.","date" : "2022-03-17T18:49:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"gsa-blog-team" : "GSA Blog Team"},"topics" : { "accessibility" : "Accessibility", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "open-government" : "Open government" },"primary_image" : { "uid" : "gsa-sunshine-week-2022-featured-img", "alt" : "Title card graphic with a light yellow background. On the left is an open, empty folder icon with a gold-colored exterior and dark blue interior; a dark blue building dome similar to the Capitol building is positioned above it. Behind this is a bright, two-toned yellow sun with five rays of light. In the center are the words Sunshine Week in all caps, and in bold, dark blue text with a light blue drop shadow. The next line is a sentence that reads, Open government is good government; it is in thin blue text. Below that is a date range, March 13 to 19, 2022. The date is in bold dark blue text on a gold ribbon with a secondary dark blue ribbon positioned beneath it.", "width" : "1200", "height" : "628", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2022-03-17-sunshine-week-how-gsa-supports-open-government-principles.md", "filepath" :"news/2022/03/2022-03-17-sunshine-week-how-gsa-supports-open-government-principles.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2022/03/2022-03-17-sunshine-week-how-gsa-supports-open-government-principles.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2022/03/2022-03-17-sunshine-week-how-gsa-supports-open-government-principles.md","source_url" : "https://www.gsa.gov/blog/2022/03/17/sunshine-week-how-gsa-supports-open-government-principles","weight" : "1","slug" : "sunshine-week-how-gsa-supports-open-government-principles","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2022/03/17/sunshine-week-how-gsa-supports-open-government-principles/" },{"kicker" : "Customer Experience","title" :"Creating a New Way for People To Discover Government Benefits","deck" : "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.","summary" : "summ","date" : "2022-03-15T19:47:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"lgodfrey" : "Laura Godfrey"},"topics" : { "accessibility" : "Accessibility", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "design" : "Design", "multilingual" : "Multilingual", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2022-03-15-creating-a-new-way-for-people-to-discover-government-benefits.md", "filepath" :"news/2022/03/2022-03-15-creating-a-new-way-for-people-to-discover-government-benefits.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2022/03/2022-03-15-creating-a-new-way-for-people-to-discover-government-benefits.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2022/03/2022-03-15-creating-a-new-way-for-people-to-discover-government-benefits.md","source" : "usagov","source_url" : "https://blog.usa.gov/creating-a-new-way-for-people-to-discover-government-benefits","weight" : "1","slug" : "creating-a-new-way-for-people-to-discover-government-benefits","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2022/03/15/creating-a-new-way-for-people-to-discover-government-benefits/" },{"title" :"From Fellowship To Full-time: How a CFPB Software Engineer Helped Protect Consumers and Built a Career in Civic Tech","summary" : "Anselm Bradford, a front-end engineer at the Consumer Financial Protection Bureau (CFPB), is using his tech skills to protect American consumers.","date" : "2022-03-07T11:15:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"chris-kuang" : "Chris Kuang"},"topics" : { "accessibility" : "Accessibility", "customer-experience" : "Customer experience", "design" : "Design", "digital-service-delivery" : "Digital service delivery", "professional-development" : "Professional development", "software-engineering" : "Software engineering", "user-experience" : "User experience" },"primary_image" : { "uid" : "usdc-cfpb-civic-tech-title-card", "alt" : "A title card with a headshot of Anselm Bradford, who is wearing wire glasses and a dark collared shirt. In light blue text to the left of his photo, reads, Fellowship To Full-time: How a CFPB Software Engineer Helped Protect Consumers and Built a Career in Civic Tech. In the top right corner of the banner is the U.S. Digital Corps logo in white. The background colors are four different shades of blue.", "width" : "1200", "height" : "628", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2022-03-07-from-fellowship-to-full-time-how-a-cfpb-software-engineer-helped-protect-consumers-and-built-a-career-in-civic-tech.md", "filepath" :"news/2022/03/2022-03-07-from-fellowship-to-full-time-how-a-cfpb-software-engineer-helped-protect-consumers-and-built-a-career-in-civic-tech.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2022/03/2022-03-07-from-fellowship-to-full-time-how-a-cfpb-software-engineer-helped-protect-consumers-and-built-a-career-in-civic-tech.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2022/03/2022-03-07-from-fellowship-to-full-time-how-a-cfpb-software-engineer-helped-protect-consumers-and-built-a-career-in-civic-tech.md","weight" : "1","slug" : "from-fellowship-to-full-time-how-a-cfpb-software-engineer-helped-protect-consumers-and-built-a-career-in-civic-tech","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2022/03/07/from-fellowship-to-full-time-how-a-cfpb-software-engineer-helped-protect-consumers-and-built-a-career-in-civic-tech/" },{"kicker" : "Customer Experience","title" :"The Customer Experience (CX) Symposium Series: A Thought Incubator for Federal CX Practitioners","summary" : "What is the past, present, and future of public sector customer experience practice? The CX Symposium series gathers practitioners to map our way.","date" : "2022-01-21T11:21:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"sheev-dav" : "Sheev Davé","ana-monroe" : "Ana Monroe"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "design" : "Design", "governance" : "Governance", "professional-development" : "Professional development" },"primary_image" : { "uid" : "tutti-frutti-istock-getty-images-plus-1279167776-1200", "alt" : "A set of five flat speech bubbles, in various colors and sizes, overlap on a white background.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2022-01-21-the-customer-experience-symposium-series-a-thought-incubator-for-federal-cx-practitioners.md", "filepath" :"news/2022/01/2022-01-21-the-customer-experience-symposium-series-a-thought-incubator-for-federal-cx-practitioners.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2022/01/2022-01-21-the-customer-experience-symposium-series-a-thought-incubator-for-federal-cx-practitioners.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2022/01/2022-01-21-the-customer-experience-symposium-series-a-thought-incubator-for-federal-cx-practitioners.md","weight" : "1","slug" : "the-customer-experience-symposium-series-a-thought-incubator-for-federal-cx-practitioners","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2022/01/21/the-customer-experience-symposium-series-a-thought-incubator-for-federal-cx-practitioners/" },{"kicker" : "User Experience","title" :"Call for Participation: 2022 Government UX Summit","summary" : "Learn more about the User Experience Summit submission process, and submit your presentations for consideration!","date" : "2022-01-19T15:47:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jean-fox" : "Jean Fox","beth-martin" : "Beth Martin"},"topics" : { "customer-experience" : "Customer experience", "research" : "Research", "user-experience" : "User experience" },"primary_image" : { "uid" : "ux-summmit-title-card-twenty-twenty-two-title-card", "alt" : "Title card image of multi-colored diagonal shapes with the lines of text on a black background. The first line has User Experience Community of Practice in white bold text. The second line has 2022 Government UX Summit in whilte bold text. The third line has the date, June 7-8, 2022, in white bold text. The Digitalgov logo in white is below the text.", "width" : "1200", "height" : "628", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2022-01-19-call-for-participation-2022-government-ux-summit.md", "filepath" :"news/2022/01/2022-01-19-call-for-participation-2022-government-ux-summit.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2022/01/2022-01-19-call-for-participation-2022-government-ux-summit.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2022/01/2022-01-19-call-for-participation-2022-government-ux-summit.md","weight" : "1","slug" : "call-for-participation-2022-government-ux-summit","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2022/01/19/call-for-participation-2022-government-ux-summit/" },{"kicker" : "Plain Language","title" :"Webinar Recap: Key Takeaways on Simplifying Hazard Communications With Plain Language","summary" : "An overview of the presentation by Danielle Nagele of NOAA at the 2021 Plain Language Summit. Learn how she and her team used feedback to decrease confusion and increase impact.","date" : "2022-01-04T12:35:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rebecca-nelson" : "Rebecca Nelson"},"topics" : { "customer-experience" : "Customer experience", "plain-language" : "Plain language", "research" : "Research", "user-experience" : "User experience" },"primary_image" : { "uid" : "nws-hazard-simplification-project", "alt" : "A title card for the plain language summit presentation. Along the top are three logos for National Oceanic and Atmospheric Administration NOAA, National Weather Service NWS and the Weather-Ready Network WRN. Below that is the title, NWS Hazard Simplification Project: Plain Language Coming to the NWS Watch, Warning, and Advisory System. In the background are icons for weather-related warning sign posts. Three words are along the bottom: watch in yellow text with yellow border, warning in red text with red border, and advisory in green text with green border.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2022-01-03-webinar-recap-key-takeaways-on-simplifying-hazard-communications-with-plain-language.md", "filepath" :"news/2022/01/2022-01-03-webinar-recap-key-takeaways-on-simplifying-hazard-communications-with-plain-language.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2022/01/2022-01-03-webinar-recap-key-takeaways-on-simplifying-hazard-communications-with-plain-language.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2022/01/2022-01-03-webinar-recap-key-takeaways-on-simplifying-hazard-communications-with-plain-language.md","weight" : "1","slug" : "webinar-recap-key-takeaways-on-simplifying-hazard-communications-with-plain-language","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2022/01/04/webinar-recap-key-takeaways-on-simplifying-hazard-communications-with-plain-language/" },{"title" :"Using Technology to Improve Customer Experience and Service Delivery for the American People","deck" : "Executive Order 14058, released today, reinforces the second priority of the President’s Management Agenda—centered around improving customer services through technology—and demonstrates the Biden-Harris Administration’s commitment to reducing customer burden, addressing inequities, and streamlining processes.","summary" : "Executive Order 14058, released today, reinforces the second priority of the President’s Management Agenda—centered around improving customer services through technology—and demonstrates the Biden-Harris Administration’s commitment to reducing customer burden, addressing inequities, and streamlining processes.","date" : "2021-12-13T11:02:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "customer-experience" : "Customer experience", "trust" : "Trust" },"branch" : "bc-archive-content-3", "filename" :"2023-10-19-using-technology-to-improve-customer-experience-and-service-delivery-for-the-american-people.md", "filepath" :"news/2023/10/2023-10-19-using-technology-to-improve-customer-experience-and-service-delivery-for-the-american-people.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2023/10/2023-10-19-using-technology-to-improve-customer-experience-and-service-delivery-for-the-american-people.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2023/10/2023-10-19-using-technology-to-improve-customer-experience-and-service-delivery-for-the-american-people.md","source" : "whitehouse","source_url" : "https://www.whitehouse.gov/omb/briefing-room/2021/12/13/using-technology-to-improve-customer-experience-and-service-delivery-for-the-american-people/","weight" : "1","slug" : "using-technology-to-improve-customer-experience-and-service-delivery-for-the-american-people","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2021/12/13/using-technology-to-improve-customer-experience-and-service-delivery-for-the-american-people/" },{"title" :"Executive Order 14058: Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government","deck" : "A more simple, seamless, and secure customer experience for the American public.","summary" : "A more simple, seamless, and secure customer experience for the American public.","date" : "2021-12-13T10:44:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "customer-experience" : "Customer experience", "trust" : "Trust" },"branch" : "bc-archive-content-3", "filename" :"executive-order-14058-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government.md", "filepath" :"resources/executive-order-14058-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/executive-order-14058-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/executive-order-14058-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government.md","source" : "nara","source_url" : "https://www.federalregister.gov/documents/2021/12/16/2021-27380/transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government","weight" : "1","slug" : "executive-order-14058-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/executive-order-14058-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government/" },{"kicker" : "Strategy","title" :"Digital Meets Culture: Getting Your Culture in Line With Your Digital Strategy","deck" : "A recap of the July 15, 2021 Digital.gov event hosted by the Web Managers Community.","summary" : "Learn how digital service teams in government navigate through the currents of organizational culture and implement change at their agencies.","date" : "2021-09-28T09:40:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ruxi-giura" : "Ruxi Giura"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "human-centered-design" : "Human-centered design", "user-experience" : "User experience" },"primary_image" : { "uid" : "digital-meets-culture-recap", "alt" : "A title card with a blue background and multicolored cirlces along the right edge. The first line of text on the left is in white and reads, Web Managers Community of Practice. The next line, also in white text, is the title of the webinar featured in this recap, Digital Meets Culture: Getting Your Culture in Line With Your Digital Strategy. Below that is the Digital.gov logo in red.", "width" : "1200", "height" : "675", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2021-09-28-digital-meets-culture-getting-your-culture-in-line-with-your-digital-strategy.md", "filepath" :"news/2021/09/2021-09-28-digital-meets-culture-getting-your-culture-in-line-with-your-digital-strategy.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2021/09/2021-09-28-digital-meets-culture-getting-your-culture-in-line-with-your-digital-strategy.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2021/09/2021-09-28-digital-meets-culture-getting-your-culture-in-line-with-your-digital-strategy.md","weight" : "1","slug" : "digital-meets-culture-getting-your-culture-in-line-with-your-digital-strategy","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2021/09/28/digital-meets-culture-getting-your-culture-in-line-with-your-digital-strategy/" },{"kicker" : "Innovation","title" :"GSA Launches New Innovation Adoption Community of Practice","deck" : "Learn how you can get involved!","summary" : "GSA is launching the Innovation Adoption Community of Practice on Digital.gov to connect those who embrace innovative methods and practices that improve government service delivery.","date" : "2021-07-08T15:55:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"bethany-blakey" : "Bethany Blakey","brooke-dine" : "Brooke Dine","julia-begley" : "Julia Begley"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "design" : "Design", "professional-development" : "Professional development" },"primary_image" : { "uid" : "innovation-adoption-cop-blog-post", "alt" : "", "width" : "1200", "height" : "630", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2021-07-08-gsa-launches-new-innovation-adoption-community-of-practice.md", "filepath" :"news/2021/07/2021-07-08-gsa-launches-new-innovation-adoption-community-of-practice.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2021/07/2021-07-08-gsa-launches-new-innovation-adoption-community-of-practice.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2021/07/2021-07-08-gsa-launches-new-innovation-adoption-community-of-practice.md","weight" : "1","slug" : "gsa-launches-new-innovation-adoption-community-of-practice","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2021/07/08/gsa-launches-new-innovation-adoption-community-of-practice/" },{"title" :"Innovation Adoption","summary" : "Our purpose is to build innovation and intrapreneurship capacity across government by investing in and nurturing innovation, intrapreneurship capabilities, and the innovation experience.","date" : "2021-06-24T10:30:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"bethany-blakey" : "Bethany Blakey","brooke-dine" : "Brooke Dine","vanessa-watters" : "Vanessa Watters","tina-chen" : "Tina Chen","julia-begley" : "Julia Begley"},"topics" : { "customer-experience" : "Customer experience", "innovation" : "Innovation", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"innovation-adoption.md", "filepath" :"communities/innovation-adoption.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/communities/innovation-adoption.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/communities/innovation-adoption.md","weight" : "1","slug" : "innovation-adoption","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/communities/innovation-adoption/" },{"kicker" : "Customer Experience","title" :"Your Experience Matters","deck" : "Your Experience Matters—The National Archives and Records Administration (NARA) provides a broad range of services to internal and external customers, including researchers, visitors, educators, genealogists, students, veterans, information technologists, federal agencies and more. Archivist of the United States (AOTUS) David Ferriero has hired the agency’s first Chief Customer Experience Officer, Stephanie Bogan, to help focus as an agency on the public’s experience. The agency’s management team has also been deputized to become their Customer Experience Executive Council in order to make customer-focused decisions for the agency and move it forward.","summary" : "summary","date" : "2021-06-22T14:20:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"2021-06-29-your-experience-matters.md", "filepath" :"news/2021/06/2021-06-29-your-experience-matters.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2021/06/2021-06-29-your-experience-matters.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2021/06/2021-06-29-your-experience-matters.md","source" : "nara","source_url" : "https://aotus.blogs.archives.gov/2021/06/22/your-experience-matters/","weight" : "1","slug" : "your-experience-matters","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2021/06/22/your-experience-matters/" },{"kicker" : "A/B Testing","title" :"How To Navigate Challenges to Successfully A/B Test Your Emails","summary" : "The article will go over some best practices of implementing A/B testing on your emails.","date" : "2021-05-21T11:44:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jenn-wingerberg" : "Jenn Wingerberg"},"topics" : { "customer-experience" : "Customer experience", "design" : "Design", "research" : "Research", "usability" : "Usability" },"branch" : "bc-archive-content-3", "filename" :"2021-05-21-how-to-navigate-challenges-to-successfully-a-b-test-your-emails.md", "filepath" :"news/2021/05/2021-05-21-how-to-navigate-challenges-to-successfully-a-b-test-your-emails.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2021/05/2021-05-21-how-to-navigate-challenges-to-successfully-a-b-test-your-emails.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2021/05/2021-05-21-how-to-navigate-challenges-to-successfully-a-b-test-your-emails.md","weight" : "1","slug" : "how-to-navigate-challenges-to-successfully-a-b-test-your-emails","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2021/05/21/how-to-navigate-challenges-to-successfully-a-b-test-your-emails/" },{"kicker" : "Communities","title" :"8 Ways Community of Practice (CoP) Managers Can Improve Member Engagement on Listservs","deck" : "","summary" : "Are you a Digital.gov Community of Practice (CoP) lead? Find yourself participating in a CoP discussion and wondering what else you can do? We’ve got some suggestions.","date" : "2021-05-21T09:31:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"katherine-spivey" : "Katherine Spivey"},"topics" : { "communication" : "Communication", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "governance" : "Governance", "professional-development" : "Professional development", "user-experience" : "User experience" },"primary_image" : { "uid" : "email-concept-sergey-shulgin-istock-getty-images-1297112490-1200-x-630", "alt" : "Hands type on a laptop keyboard. An overlay in white shows an email icon, with lines connected to many person icon recipients.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "Sergey Shulgin, iStock, Getty Images", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2021-05-21-8-ways-community-of-practice-cop-managers-can-improve-member-engagement-on-listservs.md", "filepath" :"news/2021/05/2021-05-21-8-ways-community-of-practice-cop-managers-can-improve-member-engagement-on-listservs.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2021/05/2021-05-21-8-ways-community-of-practice-cop-managers-can-improve-member-engagement-on-listservs.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2021/05/2021-05-21-8-ways-community-of-practice-cop-managers-can-improve-member-engagement-on-listservs.md","weight" : "1","slug" : "8-ways-community-of-practice-cop-managers-can-improve-member-engagement-on-listservs","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2021/05/21/8-ways-community-of-practice-cop-managers-can-improve-member-engagement-on-listservs/" },{"kicker" : "Artificial Intelligence","title" :"Using Chatbots To Improve Customer Experience","summary" : "Three federal teams showcase their success using chatbots to improve customer satisfaction, increase availability, and empower their users to accomplish tasks faster.","date" : "2021-04-07T20:33:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ruxi-giura" : "Ruxi Giura"},"topics" : { "artificial-intelligence" : "Artificial intelligence", "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "social-media" : "Social media" },"primary_image" : { "uid" : "fsa-aidan-virtual-assistant-desktop-mobile-examples", "alt" : "Desktop and mobile views of the AIDAN virtual assistant from the Federal Student Aid.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2021-04-06-using-chatbots-to-improve-customer-experience.md", "filepath" :"news/2021/04/2021-04-06-using-chatbots-to-improve-customer-experience.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2021/04/2021-04-06-using-chatbots-to-improve-customer-experience.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2021/04/2021-04-06-using-chatbots-to-improve-customer-experience.md","weight" : "1","slug" : "using-chatbots-to-improve-customer-experience","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2021/04/07/using-chatbots-to-improve-customer-experience/" },{"title" :"How to Present Like a Pro","deck" : "Presenting and Instructing via Streaming Video Using TV Pros’ Techniques","summary" : "Wendy Wagner-Smith of the Small Business Administration (SBA) shares her tips and tricks for presenting virtually.","date" : "2021-03-25T12:09:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"wendy-wagner-smith" : "Wendy Wagner-Smith","katherine-spivey" : "Katherine Spivey"},"topics" : { "communication" : "Communication", "customer-experience" : "Customer experience", "multimedia" : "Multimedia", "professional-development" : "Professional development" },"branch" : "bc-archive-content-3", "filename" :"how-to-present-like-a-pro.md", "filepath" :"resources/how-to-present-like-a-pro.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/how-to-present-like-a-pro.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/how-to-present-like-a-pro.md","weight" : "1","slug" : "how-to-present-like-a-pro","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/how-to-present-like-a-pro/" },{"kicker" : "Video","title" :"How to Present Like a Pro","deck" : "How to Present Like a Pro—When you are presenting on streaming video, you are essentially doing the same thing as a television news anchor. Try these common methods that television presenters use daily to improve your presentation skills in the “zoom” era.","summary" : "How to Present Like a Pro—When you are presenting on streaming video, you are essentially doing the same thing as a television news anchor. Try these common methods that television presenters use daily to improve your presentation skills in the “zoom” era.","date" : "2021-03-25T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"katherine-spivey" : "Katherine Spivey"},"topics" : { "customer-experience" : "Customer experience", "multimedia" : "Multimedia", "plain-language" : "Plain language", "professional-development" : "Professional development" },"branch" : "bc-archive-content-3", "filename" :"2021-04-22-how-to-present-like-a-pro.md", "filepath" :"news/2021/04/2021-04-22-how-to-present-like-a-pro.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2021/04/2021-04-22-how-to-present-like-a-pro.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2021/04/2021-04-22-how-to-present-like-a-pro.md","source" : "digitalgov","source_url" : "https://digital.gov/resources/how-to-present-like-a-pro","weight" : "1","slug" : "how-to-present-like-a-pro","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2021/03/25/how-to-present-like-a-pro/" },{"kicker" : "Marketing","title" :"Five Insider Secrets to Engaging Emails","deck" : "During Federal Social Media Week we shared how email can be a powerful tool in your customer experience toolbox.","summary" : "Engaging readers who receive hundreds of emails a day is not easy, but it starts with the most critical starting point—empathy for their time.","date" : "2021-02-26T10:39:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"victoria-wales" : "Victoria Bitzer-Wales","peter-lenentine" : "Peter Lenentine","gabrielle-perret" : "Gabrielle Perret"},"topics" : { "communication" : "Communication", "communication" : "Communication", "content-strategy" : "Content strategy", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "social-media" : "Social media" },"primary_image" : { "uid" : "anatomy-of-an-email-slide-federal-social-media-week", "alt" : "December 2020 Federal Social Media Week presentation slide. Left side is an infographic titled, The Anatomy of a Good Email; a link to the long description is below image. The right side is a screen capture of a GSA IT Insider email with eight email elements highlighted by red buttons.", "width" : "960", "height" : "540", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2021-02-26-five-insider-secrets-to-engaging-emails.md", "filepath" :"news/2021/02/2021-02-26-five-insider-secrets-to-engaging-emails.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2021/02/2021-02-26-five-insider-secrets-to-engaging-emails.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2021/02/2021-02-26-five-insider-secrets-to-engaging-emails.md","weight" : "1","slug" : "five-insider-secrets-to-engaging-emails","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2021/02/26/five-insider-secrets-to-engaging-emails/" },{"title" :"Call for Participation: 2021 Government UX Summit","deck" : "We are looking for speakers to share their experiences as UX practitioners in government.","summary" : "Join us as virtual presenters for the 2021 Government UX Summit in June! This is a great opportunity to hone your UX skills with the best and brightest user experience researchers and designers from across the government.","date" : "2021-02-08T12:43:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jean-fox" : "Jean Fox"},"topics" : { "customer-experience" : "Customer experience", "user-experience" : "User experience" },"primary_image" : { "uid" : "ux-summit-2021", "alt" : "Government UX Summit 2021. Join the best and brightest UX researchers and designers from across the government. Hosted by the UX Community of Practice.", "width" : "1280", "height" : "720", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2021-02-08-call-for-participation-2021-government-ux-summit.md", "filepath" :"news/2021/02/2021-02-08-call-for-participation-2021-government-ux-summit.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2021/02/2021-02-08-call-for-participation-2021-government-ux-summit.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2021/02/2021-02-08-call-for-participation-2021-government-ux-summit.md","weight" : "1","slug" : "call-for-participation-2021-government-ux-summit","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2021/02/08/call-for-participation-2021-government-ux-summit/" },{"kicker" : "Customer Experience","title" :"Federal Student Aid’s New Virtual Assistant Offers Model for Improved Customer Service in Government","deck" : "Aidan, Federal Student Aid’s new virtual assistant, gives customers instant responses to questions about financial aid, loan balances, repayment plans, where to find pages on StudentAid.gov, how to identify their loan servicers, and more, without having to contact a call center.","summary" : "Aidan, Federal Student Aid’s new virtual assistant, gives customers instant responses to questions about financial aid, loan balances, repayment plans, where to find pages on StudentAid.gov, how to identify their loan servicers, and more, without having to contact a call center.","date" : "2020-12-07T10:43:00-0500","date_modified" : "2020-12-07T10:43:00-05:00","authors" : {"abraham-marinez" : "Abraham Marinez"},"topics" : { "artificial-intelligence" : "Artificial intelligence", "customer-experience" : "Customer experience" },"primary_image" : { "uid" : "chat-bot-and-human-message-conversation-concept-screen-zapp2photo-istock-thinkstock-680288346", "alt" : "", "width" : "600", "height" : "318", "credit" : "", "caption" : "", "format" : "jpg" },"branch" : "bc-archive-content-3", "filename" :"2020-12-07-federal-student-aid’s-new-virtual-assistant-offers-model-for-improved-customer-service-in-government.md", "filepath" :"news/2020/11/2020-12-07-federal-student-aid’s-new-virtual-assistant-offers-model-for-improved-customer-service-in-government.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2020/11/2020-12-07-federal-student-aid’s-new-virtual-assistant-offers-model-for-improved-customer-service-in-government.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2020/11/2020-12-07-federal-student-aid’s-new-virtual-assistant-offers-model-for-improved-customer-service-in-government.md","weight" : "1","slug" : "federal-student-aids-new-virtual-assistant-offers-model-for-improved-customer-service-in-government","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2020/12/07/federal-student-aids-new-virtual-assistant-offers-model-for-improved-customer-service-in-government/" },{"kicker" : "Metrics","title" :"Zero Pageviews Is Your Goal: Finding Problem Pages with Website Analytics","summary" : "Improve customer experience by turning your website analytics upside down to track the numbers for pages you DON’T want visitors to see.","date" : "2020-10-27T10:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"david-kaufmann" : "David Kaufmann"},"topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience", "open-data" : "Open data", "usability" : "Usability" },"primary_image" : { "uid" : "kaufmann-404-page-spike", "alt" : "A screenshot of DAP data shows a spike in pageviews occurred on August 6, 2020. It lists the top seven 404 pages under USAGov's English and Spanish websites.", "width" : "844", "height" : "670", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2020-10-24-zero-pageviews-is-your-goal-finding-problem-pages-with-website-analytics.md", "filepath" :"news/2020/10/2020-10-24-zero-pageviews-is-your-goal-finding-problem-pages-with-website-analytics.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2020/10/2020-10-24-zero-pageviews-is-your-goal-finding-problem-pages-with-website-analytics.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2020/10/2020-10-24-zero-pageviews-is-your-goal-finding-problem-pages-with-website-analytics.md","weight" : "1","slug" : "zero-pageviews-is-your-goal-finding-problem-pages-with-website-analytics","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2020/10/27/zero-pageviews-is-your-goal-finding-problem-pages-with-website-analytics/" },{"kicker" : "Customer Experience","title" :"6 Ways Government Innovators Are Building Stronger Public Services","deck" : "Learn how federal agencies are using AI, data, cloud computing, customer experience, and the TTS tech stack to improve civic resources for all Americans.","summary" : "Learn how federal agencies are using AI, data, cloud computing, customer experience, and the TTS tech stack to improve civic resources for all Americans.","date" : "2020-09-09T10:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"aileen-mcgraw" : "Aileen McGraw"},"topics" : { "artificial-intelligence" : "Artificial intelligence", "cloud-and-infrastructure" : "Cloud and infrastructure", "customer-experience" : "Customer experience", "open-data" : "Open data" },"primary_image" : { "uid" : "impactsummit-blog-post-graphic", "alt" : "White and blue graphic for the Impact Summit 2020 has four photos of particpants and the GSA logo on the left, and on the right, says, Thank you for attending. Powered by Technology Transformation Services.", "width" : "5001", "height" : "2618", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2020-09-09-6-ways-government-innovators-building-stronger.md", "filepath" :"news/2020/09/2020-09-09-6-ways-government-innovators-building-stronger.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2020/09/2020-09-09-6-ways-government-innovators-building-stronger.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2020/09/2020-09-09-6-ways-government-innovators-building-stronger.md","weight" : "1","slug" : "6-ways-government-innovators-building-stronger","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2020/09/09/6-ways-government-innovators-building-stronger/" },{"kicker" : "This Week's IDEA","title" :"Measure Performance to Make Continuous Improvements","deck" : "Listening to customers is the best way to improve websites and digital services.","summary" : "This week, we’re exploring what it means to measure performance, and we’re taking a look at how listening to customers is the best way to continuously improve websites and digital services.","date" : "2020-08-04T12:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg","ammie-farraj-feijoo" : "Ammie Farraj Feijoo"},"topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience", "digital-service-delivery" : "Digital service delivery" },"primary_image" : { "uid" : "this-weeks-idea-card-wk3", "alt" : "the words, "This Week's IDEA" with a line drawing of a lightbulb in white, on dark blue background", "width" : "1073", "height" : "600", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2020-08-04-measure-performance-to-make-continuous-improvements.md", "filepath" :"news/2020/08/2020-08-04-measure-performance-to-make-continuous-improvements.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2020/08/2020-08-04-measure-performance-to-make-continuous-improvements.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2020/08/2020-08-04-measure-performance-to-make-continuous-improvements.md","weight" : "1","slug" : "measure-performance-to-make-continuous-improvements","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2020/08/04/measure-performance-to-make-continuous-improvements/" },{"kicker" : "Findability","title" :"Experimenting with SpecialAnnouncement Markup (Updated June 09, 2020)","deck" : "What USA.gov learned during its pilot with SpecialAnnouncement markup to make COVID-19 information easier to find in search results.","summary" : "What USA.gov learned during its pilot with SpecialAnnouncement markup to make COVID-19 information easier to find in search results, now updated to reflect changes by major search engines.","date" : "2020-05-11T12:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"david-kaufmann" : "David Kaufmann"},"topics" : { "communication" : "Communication", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "search-engine-optimization" : "Search engine optimization" },"primary_image" : { "uid" : "usagov-specialannouncement", "alt" : "", "width" : "1656", "height" : "734", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2020-05-11-experimenting-with-specialannouncement-markup.md", "filepath" :"news/2020/05/2020-05-11-experimenting-with-specialannouncement-markup.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2020/05/2020-05-11-experimenting-with-specialannouncement-markup.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2020/05/2020-05-11-experimenting-with-specialannouncement-markup.md","weight" : "1","slug" : "experimenting-with-specialannouncement-markup","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2020/05/11/experimenting-with-specialannouncement-markup/" },{"title" :"DigitalGov Year in Review: Our Top Blogs, Resources, and Writers for 2016","summary" : "DigitalGov had a pretty great year in 2016, and that was largely due to a bevy of talented and dedicated writers from over 50 agencies and departments across all 3 branches of the federal government (Thank you!!!). Below, we’ll review some program highlights from the last year, including our top-viewed articles and resources, and tell you how you, too, can contribute to DigitalGov in 2017.","date" : "2017-02-03T11:25:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"toni-bonitto" : "Toni Bonitto"},"topics" : { "accessibility" : "Accessibility", "analytics" : "Analytics", "customer-experience" : "Customer experience", "digital-service-delivery" : "Digital service delivery", "emerging-tech" : "Emerging tech", "innovation" : "Innovation", "multilingual" : "Multilingual", "product-and-project-management" : "Product and project management" },"primary_image" : { "uid" : "top-10-cards-lights-elinedesignservices-istock-getty-images-470951074-full", "alt" : "Tan-colored cards pinned to a clotheline spell out Top 10 in red, with bokeh lights in the background.", "width" : "1200", "height" : "800", "credit" : "", "caption" : "elinedesignservices/iStock via Getty Images", "format" : "jpg" },"branch" : "bc-archive-content-3", "filename" :"2017-02-03-digitalgov-year-in-review-our-top-blogs-resources-and-writers-for-2016.md", "filepath" :"news/2017/02/2017-02-03-digitalgov-year-in-review-our-top-blogs-resources-and-writers-for-2016.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2017/02/2017-02-03-digitalgov-year-in-review-our-top-blogs-resources-and-writers-for-2016.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2017/02/2017-02-03-digitalgov-year-in-review-our-top-blogs-resources-and-writers-for-2016.md","weight" : "1","slug" : "digitalgov-year-in-review-our-top-blogs-resources-and-writers-for-2016","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2017/02/03/digitalgov-year-in-review-our-top-blogs-resources-and-writers-for-2016/" },{"title" :"Customer Experience","summary" : "We are an interagency group of customer experience practitioners.","date" : "2015-07-08T10:30:37-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"customer-experience.md", "filepath" :"communities/customer-experience.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/communities/customer-experience.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/communities/customer-experience.md","weight" : "1","slug" : "customer-experience","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/communities/customer-experience/" },{"title" :"USAGov and USAGov en Español","summary" : "A customer service platform that helps the public navigate the government space by providing topical information and services in English and Spanish.","date" : "0001-01-01T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "contact-centers" : "Contact centers", "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"service_usagov.md", "filepath" :"services/service_usagov.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/services/service_usagov.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/services/service_usagov.md","source" : "usagov","source_url" : "https://www.usa.gov/","weight" : "1","slug" : "usagov","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/services/usagov/" },{"title" :"Department of Homeland Security: Usability Testing Kit","summary" : "A resource with four approaches to help federal employees perform usability testing.","date" : "2022-09-27T11:25:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"department-of-homeland-security" : "U.S. Department of Homeland Security"},"topics" : { "customer-experience" : "Customer experience", "research" : "Research", "usability" : "Usability", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"department-of-homeland-security-usability-testing-kit.md", "filepath" :"resources/department-of-homeland-security-usability-testing-kit.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/department-of-homeland-security-usability-testing-kit.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/department-of-homeland-security-usability-testing-kit.md","source_url" : "https://www.dhs.gov/cx/dhs-usability-testing-kit","weight" : "2","slug" : "department-of-homeland-security-usability-testing-kit","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/department-of-homeland-security-usability-testing-kit/" },{"title" :"OMB Circular A-11 Section 280: Managing Customer Experience and Improving Service Delivery","deck" : "Guidance on how to measure customer experience, including questions on satisfaction and confidence and trust in section 280.7","summary" : "Guidance on how to measure customer experience, including questions on satisfaction and confidence and trust in section 280.7","date" : "2020-01-08T01:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "customer-experience" : "Customer experience", "public-policy" : "Public policy" },"branch" : "bc-archive-content-3", "filename" :"omb-circular-a11-section-280.md", "filepath" :"resources/omb-circular-a11-section-280.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/omb-circular-a11-section-280.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/omb-circular-a11-section-280.md","source" : "performancegov","source_url" : "https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf","weight" : "2","slug" : "omb-circular-a11-section-280","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/omb-circular-a11-section-280/" },{"title" :"An advanced approach to accessibility","deck" : "What to do, how to do it, and why it matters","summary" : "A deeper look at accessibility: what to do, how to do it, and why it matters.","date" : "2019-12-04T08:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"toni-bonitto" : "Toni Bonitto","jeremyzilar" : "Jeremy Zilar"},"topics" : { "accessibility" : "Accessibility", "content-strategy" : "Content strategy", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "plain-language" : "Plain language", "product-and-project-management" : "Product and project management", "user-experience" : "User experience" },"primary_image" : { "uid" : "accessibility-icons-symbols-maanas-istock-getty-images-1073019390", "alt" : "A set of six blue squares, each with an accessibility icon in white: wheelchair, braille, text size with magnifying glass, hearing, two hands for sign language, and closed captioning.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "Maanas / iStock / Getty Images", "format" : "jpg" },"branch" : "bc-archive-content-3", "filename" :"an-advanced-approach-to-accessibility.md", "filepath" :"resources/an-advanced-approach-to-accessibility.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/an-advanced-approach-to-accessibility.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/an-advanced-approach-to-accessibility.md","weight" : "2","aliases" : {"0" : "/resources/intro-accessibility/","1" : "/resources/introduction-accessibility/","2" : "/resources/advanced-accessibility/"},"slug" : "an-advanced-approach-to-accessibility","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/an-advanced-approach-to-accessibility/" },{"title" :"Guide to the Paperwork Reduction Act","deck" : "A plain language guide which answers the most common questions to the PRA","summary" : "A plain language guide which answers the most common questions to the PRA.","date" : "2019-10-09T15:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jeremyzilar" : "Jeremy Zilar"},"topics" : { "customer-experience" : "Customer experience", "information-collection" : "Information collection", "public-policy" : "Public policy", "research" : "Research" },"branch" : "bc-archive-content-3", "filename" :"guide-paperwork-reduction-act.md", "filepath" :"resources/guide-paperwork-reduction-act.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/guide-paperwork-reduction-act.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/guide-paperwork-reduction-act.md","weight" : "2","slug" : "guide-paperwork-reduction-act","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/guide-paperwork-reduction-act/" },{"title" :"Customer Experience Toolkit","summary" : "This Toolkit is intended to help government agencies improve how we deliver services and information to the public.","date" : "2016-01-07T05:52:31-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : { "customer-experience" : "Customer experience", "information-collection" : "Information collection" },"branch" : "bc-archive-content-3", "filename" :"customer-experience-toolkit.md", "filepath" :"resources/customer-experience-toolkit.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/customer-experience-toolkit.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/customer-experience-toolkit.md","weight" : "2","slug" : "customer-experience-toolkit","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/customer-experience-toolkit/" },{"kicker" : "Communities of Practice","title" :"Join the Web Managers","deck" : "Share and learn with web and digital services practitioners.","summary" : "Create a better online experience for the public alongside government web content managers.","date" : "2013-11-21T02:31:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"toni-bonitto" : "Toni Bonitto","tori-garten" : "Tori Garten","beth-martin" : "Beth Martin","ruxi-giura" : "Ruxi Giura"},"topics" : { "accessibility" : "Accessibility", "analytics" : "Analytics", "communication" : "Communication", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "design" : "Design", "digital-service-delivery" : "Digital service delivery", "governance" : "Governance", "human-centered-design" : "Human-centered design", "information-architecture" : "Information architecture", "mobile" : "Mobile", "multilingual" : "Multilingual", "multimedia" : "Multimedia", "plain-language" : "Plain language", "privacy" : "Privacy", "product-and-project-management" : "Product and project management", "public-policy" : "Public policy", "search-engine-optimization" : "Search engine optimization", "security" : "Security", "social-media" : "Social media", "usability" : "Usability", "user-experience" : "User experience" },"primary_image" : { "uid" : "communities-card-web-mgrs", "alt" : "", "width" : "2501", "height" : "1307", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"web-managers-forum.md", "filepath" :"communities/web-managers-forum.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/communities/web-managers-forum.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/communities/web-managers-forum.md","weight" : "2","aliases" : {"0" : "/communities/web-managers-forum/","1" : "/communities/web-managers-forum/web-content-managers-listserv/"},"slug" : "web-content-managers","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/communities/web-content-managers/" },{"title" :"Required web content and links","deck" : "A list of required links that all federal websites need to have.","summary" : "Various policies require you to have certain content—or provide links to content—from specific places on your website.","date" : "2011-12-05T12:37:26-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ndavidson" : "Natalie Davidson","rflagg" : "Rachel Flagg","jeremyzilar" : "Jeremy Zilar","toni-bonitto" : "Toni Bonitto"},"topics" : { "content-strategy" : "Content strategy", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "governance" : "Governance", "user-experience" : "User experience" },"primary_image" : { "uid" : "website-wireframes-ademay-istock-getty-images-plus-1235556451", "alt" : "Website wireframes for a desktop computer design drawn on paper.", "width" : "4991", "height" : "3200", "credit" : "", "caption" : "AdemAY / iStock / Getty Images Plus", "format" : "jpg" },"branch" : "bc-archive-content-3", "filename" :"required-web-content-and-links.md", "filepath" :"resources/required-web-content-and-links.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/required-web-content-and-links.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/required-web-content-and-links.md","weight" : "2","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/required-web-content-and-links/" },{"title" :"Human-Centered Design Guide Series","deck" : "A series of guides to help you understand and practice human-centered design.","summary" : "A series of guides to help you understand and practice human-centered design.","date" : "0001-01-01T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "design" : "Design", "human-centered-design" : "Human-centered design", "research" : "Research", "user-experience" : "User experience" },"primary_image" : { "uid" : "hcd-guide-intro", "alt" : "A creative design-development team is working on a project together", "width" : "1200", "height" : "630", "credit" : "Vladimir Kononok/iStock via Getty Images Plus", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"_index.md", "filepath" :"guides/hcd/_index.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/guides/hcd/_index.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/guides/hcd/_index.md","weight" : "2","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/guides/hcd/" },{"title" :"Tips for Starting Your Customer Experience Journey","deck" : "Low-cost, low-lift actions that any federal employee can take to improve customer experience.","summary" : "Low-cost, low-lift actions that any federal employee can take to improve customer experience.","date" : "0001-01-01T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "contact-centers" : "Contact centers", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "research" : "Research" },"branch" : "bc-archive-content-3", "filename" :"tips-for-starting-your-customer-experience.md", "filepath" :"resources/tips-for-starting-your-customer-experience.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/tips-for-starting-your-customer-experience.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/tips-for-starting-your-customer-experience.md","source" : "performancegov","source_url" : "https://www.performance.gov/cx/blog/tips-for-starting-your-customer-experience-journey/","weight" : "2","slug" : "tips-for-starting-your-customer-experience","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/tips-for-starting-your-customer-experience/" },{"title" :"Touchpoints","summary" : "Touchpoints offers a simple, flexible, and convenient way to start collecting customer feedback so you can focus on serving customers rather than managing surveys.","date" : "0001-01-01T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ryan-wold" : "Ryan Wold"},"topics" : { "customer-experience" : "Customer experience", "research" : "Research" },"branch" : "bc-archive-content-3", "filename" :"service_touchpoints.md", "filepath" :"services/service_touchpoints.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/services/service_touchpoints.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/services/service_touchpoints.md","source_url" : "https://touchpoints.digital.gov/","weight" : "2","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/services/service_touchpoints/" },{"kicker" : "Annual Gathering","title" :"Spring 2024 Community Summit","deck" : "Delivering a digital-first public experience","summary" : "Digital service experts across the federal government will share case studies and best practices on delivering a digital-first public experience.","date" : "2024-03-13T10:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "accessibility" : "Accessibility", "acquisition" : "Acquisition", "analytics" : "Analytics", "best-practices" : "Best practices", "communication" : "Communication", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "design" : "Design", "digital-service-delivery" : "Digital service delivery", "human-centered-design" : "Human-centered design", "multilingual" : "Multilingual", "plain-language" : "Plain language", "product-and-project-management" : "Product and project management", "research" : "Research", "search-engine-optimization" : "Search engine optimization", "social-media" : "Social media", "trust" : "Trust", "usability" : "Usability", "user-experience" : "User experience" },"primary_image" : { "uid" : "spring-2024-community-title-card", "alt" : "Title card graphic for the event has a white background, and on the right, a flat vector illustration in shades of blue of four people at a conference room table. On the left are three sections of text in dark blue. The first line has the blue Digital.gov logo, three blue ribbons joined together in an hexagon to resemble a capital letter D, and says, Digital.gov Communities of Practice. The next section is the title of the event, Spring 2024 Community Summit: Delivering a digital-first public experience. The last section gives the Date: March 13, 2024, and Time: 10:00 am - 4:00 pm, Eastern.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2024-02-27-spring-2024-community-summit.md", "filepath" :"events/2024/03/2024-02-27-spring-2024-community-summit.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2024/03/2024-02-27-spring-2024-community-summit.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2024/03/2024-02-27-spring-2024-community-summit.md","slug" : "spring-2024-community-summit","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2024/03/13/spring-2024-community-summit/" },{"kicker" : "Next steps in the U.S. Web Design System’s inclusive usability research","title" :"USWDS Monthly Call - November 2023","deck" : "Designing a repeatable research process with people with disabilities","summary" : "The USWDS team will continue sharing our progress to improve ongoing research, publishing results and addressing recent findings.","date" : "2023-11-16T14:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "accessibility" : "Accessibility", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "research" : "Research", "user-experience" : "User experience" },"primary_image" : { "uid" : "2023-uswds-monthly-call-nov-title-card", "alt" : "Title card image of USWDS logo, a multi-colored pentagon shape consisting of five triangles, centered on a black background. In blue text, the first line says, U.S. Web Design System (USWDS). Below in white text, the second line has the event name, USWDS monthly call November 2023. Below in blue text is date followed by the date of the event in white, November 16, 2023. The next line in blue text is Time followed by the time of the event in white, 2:00 pm ET. In the bottom left corner, is the white Digital.gov logo which consists of three ribbons joined together in an hexagon to resemble the shape of a capital letter D, followed by the domain and program name, Digital.gov.", "width" : "1200", "height" : "628", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2023-11-13-uswds-monthly-call-november-2023.md", "filepath" :"events/2023/11/2023-11-13-uswds-monthly-call-november-2023.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2023/11/2023-11-13-uswds-monthly-call-november-2023.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2023/11/2023-11-13-uswds-monthly-call-november-2023.md","slug" : "uswds-monthly-call-november-2023","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2023/11/16/uswds-monthly-call-november-2023/" },{"kicker" : "Conducting user research with people with disabilities","title" :"USWDS Monthly Call - October 2023","deck" : "How to develop a sustainable, repeatable research process","summary" : "This month, we’ll share progress and findings from our recent effort to improve our ongoing research practice.","date" : "2023-10-19T14:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "accessibility" : "Accessibility", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "design" : "Design", "product-and-project-management" : "Product and project management", "research" : "Research", "user-experience" : "User experience" },"primary_image" : { "uid" : "2023-uswds-monthly-call-oct-title-card", "alt" : "Title card image of USWDS logo, a multi-colored pentagon shape consisting of five triangles, centered on a black background. In blue text, the first line says, U.S. Web Design System (USWDS). Below in white text, the second line has the event name, USWDS monthly call October 2023. Below in blue text is date followed by the date of the event in white, October 19, 2023. The next line in blue text is Time followed by the time of the event in white, 2:00 pm ET.", "width" : "1200", "height" : "628", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2023-10-11-uswds-monthly-call-october-2023.md", "filepath" :"events/2023/10/2023-10-11-uswds-monthly-call-october-2023.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2023/10/2023-10-11-uswds-monthly-call-october-2023.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2023/10/2023-10-11-uswds-monthly-call-october-2023.md","slug" : "uswds-monthly-call-october-2023","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2023/10/19/uswds-monthly-call-october-2023/" },{"kicker" : "Annual Summit","title" :"2023 Government UX Summit","deck" : "Driving innovation through inclusion","summary" : "User experience (UX) experts across the federal government shared case studies and best practices during this virtual summit.","date" : "2023-06-14T10:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "accessibility" : "Accessibility", "customer-experience" : "Customer experience", "design" : "Design", "information-architecture" : "Information architecture", "mobile" : "Mobile", "research" : "Research", "user-experience" : "User experience" },"primary_image" : { "uid" : "title-card-2023-government-ux-summit", "alt" : "Title card graphic for the event has a dark blue background with multi-colored round shapes on the right side. In white text, the first line says, User Experience (UX) Community of Practice. The section below has the title and subtitle of the event in bold yellow text, 2023 Government UX Summit: Driving innovation through inclusion. Below, in white text, is the summary: User experience experts across the federal government will share case studies and best practices during this virtual summit. The next line is the date, June 14, 2023. The time: [10 am to 4 pm, Eastern. In the bottom left corner, is the white Digital.gov logo which consists of three ribbons joined together in an hexagon to resemble the shape of a capital letter D, followed by the domain and program name in white bold text, Digital.gov.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2023-05-08-2023-government-ux-summit.md", "filepath" :"events/2023/05/2023-05-08-2023-government-ux-summit.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2023/05/2023-05-08-2023-government-ux-summit.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2023/05/2023-05-08-2023-government-ux-summit.md","slug" : "2023-government-ux-summit","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2023/06/14/2023-government-ux-summit/" },{"kicker" : "ConsumerFinance.gov","title" :"Strengthening information accessibility for consumers with limited English proficiency","deck" : "","summary" : "Tune in to learn what the Consumer Financial Protection Bureau (CFPB) is doing to ensure financial products and services are accessible to all consumers, including those with limited English proficiency.","date" : "2023-05-24T14:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "communication" : "Communication", "customer-experience" : "Customer experience", "multilingual" : "Multilingual", "plain-language" : "Plain language", "public-policy" : "Public policy", "user-experience" : "User experience" },"primary_image" : { "uid" : "cfpb-lep-may-2023-title-card", "alt" : "Title card graphic for the event has a grey background with multi-colored box shapes on the right side. In dark purple text, the first line says, Multilingual & Communicators Communities of Practice. The section below has the title of the event in black bold text, Strengthening information accessibility for consumers with limited English proficiency. Below in dark purple text, says Date: May 24, 2023. The next line in dark purple text says, Time: 2:00 pm, Eastern. In the bottom left corner, is the blue Digital.gov logo which consists of three ribbons joined together in an hexagon to resemble the shape of a capital letter D, followed by the domain and program name in black bold text, Digital.gov", "width" : "1200", "height" : "630", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2023-05-15-strengthening-information-accessibility-for-consumers-with-limited-english-proficiency.md", "filepath" :"events/2023/05/2023-05-15-strengthening-information-accessibility-for-consumers-with-limited-english-proficiency.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2023/05/2023-05-15-strengthening-information-accessibility-for-consumers-with-limited-english-proficiency.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2023/05/2023-05-15-strengthening-information-accessibility-for-consumers-with-limited-english-proficiency.md","slug" : "strengthening-information-accessibility-for-consumers-with-limited-english-proficiency","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2023/05/24/strengthening-information-accessibility-for-consumers-with-limited-english-proficiency/" },{"kicker" : "Web Managers & Web Analytics","title" :"Continuously improve your website by using customer feedback and web analytics: An IRS case study","summary" : "Get tips and lessons learned from the Internal Revenue Service on how they collect user feedback and use web analytics to improve applications.","date" : "2023-01-25T13:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience", "information-collection" : "Information collection", "usability" : "Usability", "user-experience" : "User experience" },"primary_image" : { "uid" : "2023-jan-irs-event-title-card", "alt" : "Title card graphic for the event has a grey background with multi-colored round shapes on the right side. In blue text, the first line says, Web Managers Community of Practice and Web Analytics Community of Practice. The section below has the title of the event in black bold text, Continuously improve your website by using customer feedback and web analytics: An IRS case study. Below in blue text, says Date: January 25,2023. The next line in blue text says, Time: 1:00 pm, Eastern. In the bottom left corner, is the blue Digital.gov logo which consists of three ribbons joined together in an hexagon to resemble the shape of a capital letter D, followed by the domain and program name in black bold text, Digital.gov.", "width" : "1200", "height" : "628", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2023-01-04-continuously-improve-your-website-by-using-customer-feedback-and-web-analytics-an-irs-case-study.md", "filepath" :"events/2023/01/2023-01-04-continuously-improve-your-website-by-using-customer-feedback-and-web-analytics-an-irs-case-study.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2023/01/2023-01-04-continuously-improve-your-website-by-using-customer-feedback-and-web-analytics-an-irs-case-study.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2023/01/2023-01-04-continuously-improve-your-website-by-using-customer-feedback-and-web-analytics-an-irs-case-study.md","slug" : "continuously-improve-your-website-by-using-customer-feedback-and-web-analytics-an-irs-case-study","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2023/01/25/continuously-improve-your-website-by-using-customer-feedback-and-web-analytics-an-irs-case-study/" },{"kicker" : "WEB CONTENT and USER EXPERIENCE","title" :"Improve Your Website With User Testing","summary" : "Get tips and lessons learned from the Environmental Protection Agency on how to conduct user testing to improve customer experience.","date" : "2022-09-28T14:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"judy-suzuki" : "Judy Suzuki","beth-martin" : "Beth Martin"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "research" : "Research", "user-experience" : "User experience" },"primary_image" : { "uid" : "epa-improve-your-website-with-user-testing-title-card", "alt" : "Title card graphic for the event has a grey background with multi-colored diagonal shapes on the right side, and on the left, three sections of text and the Digital.gov logo. In blue text, the first line says, Web Managers Community of Practice. The section below has the title of the event, Improve Your Website With User Testing, in black bold text. Below in blue text, says Date. To the right of the Date in black text is September 28,2022. The next line in blue text says, Time. To the right of the Time in black text is 2:00 pm, Eastern. In the bottom left corner, is the blue Digital.gov logo which consists of three ribbons joined together in a hexagon to resemble the shape of a capital letter D, followed by the domain and program name, Digital.gov", "width" : "1200", "height" : "628", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2022-09-13-improve-your-website-with-user-testing.md", "filepath" :"events/2022/09/2022-09-13-improve-your-website-with-user-testing.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2022/09/2022-09-13-improve-your-website-with-user-testing.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2022/09/2022-09-13-improve-your-website-with-user-testing.md","slug" : "improve-your-website-with-user-testing","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2022/09/28/improve-your-website-with-user-testing/" },{"kicker" : "User Experience","title" :"DHS Usability Testing Kit \u0026mdash; So Easy, Anyone Can Do It","summary" : "Join us for an overview of the Department of Homeland Security’s new Usability Testing Kit, including its four approaches to usability testing.","date" : "2022-09-27T13:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"dana-chisnell" : "Dana Chisnell"},"topics" : { "customer-experience" : "Customer experience", "research" : "Research", "usability" : "Usability", "user-experience" : "User experience" },"primary_image" : { "uid" : "dhs-usability-testing-kit-event-title-card", "alt" : "Title card graphic for the event has a black background with multi-colored diagonal shapes on the right side, and on the left, three sections of text and the Digital.gov logo. In white text, the first line says, Web Managers Community of Practice and User Experience (UX) Community of Practice. The section below has the title of the event, DHS Usability Testing Kit — So Easy Anyone Can Do It, in orange bold text. Below in orange text, says Date. To the right of the Date in white text is September 27, 2022. The next line in orange text says, Time. To the right of the Date in white text is 1:00 pm, Eastern. In the bottom left corner, is the white Digital.gov logo which consists of three ribbons joined together in an hexagon to resemble the shape of a capital letter D, followed by the domain and program name, Digital.gov.", "width" : "1200", "height" : "628", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2022-09-08-dhs-usability-testing-kit-so-easy-anyone-can-do-it.md", "filepath" :"events/2022/09/2022-09-08-dhs-usability-testing-kit-so-easy-anyone-can-do-it.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2022/09/2022-09-08-dhs-usability-testing-kit-so-easy-anyone-can-do-it.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2022/09/2022-09-08-dhs-usability-testing-kit-so-easy-anyone-can-do-it.md","slug" : "dhs-usability-testing-kit-so-easy-anyone-can-do-it","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2022/09/27/dhs-usability-testing-kit-so-easy-anyone-can-do-it/" },{"kicker" : "Plain Language","title" :"2022 Federal Plain Language Summit","deck" : "","summary" : "Join the best and brightest plain language practitioners from across the federal government.","date" : "2022-08-24T10:30:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"katina-stapleton" : "Katina Stapleton","katherine-spivey" : "Katherine Spivey","shuly-babitz" : "Shuly Babitz","katy-karnell" : "Katy Karnell","donna-ledbetter" : "Donna Ledbetter","sheila-walsh" : "Sheila Walsh","stanley-dambroski" : "Stanley Dambroski","dr-rachael-bradley-montgomery" : "Dr. Rachael Bradley Montgomery","heather-holland" : "Heather Holland","laura-rabuck" : "Laura Rabuck","amanda-damewood" : "Amanda Damewood","stephanie-m-morrison-mph" : "Stephanie M. Morrison, MPH"},"topics" : { "accessibility" : "Accessibility", "communication" : "Communication", "content-strategy" : "Content strategy", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "plain-language" : "Plain language", "public-policy" : "Public policy", "user-experience" : "User experience" },"primary_image" : { "uid" : "2022-federal-plain-language-summit-title-card", "alt" : "Title card graphic for the summit has a black background with multi-colored diagonal shapes on the right side, and on the left, three lines of text and the Digital.gov logo. In yellow text, the first line says, Plain Language Community of Practice. The second line has the title of the event, Federal Plain Language Summit 2022, in white bold text. In yellow text, the third line says, Join the best and brightest plain language practitioners from across the government. In the bottom left corner is the white Digital.gov logo which consists of three ribbons joined together in an hexagon to resemble the shape of a capital letter D, followed by the domain and program name, Digital.gov", "width" : "1200", "height" : "628", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2022-07-29-2022-federal-plain-language-summit.md", "filepath" :"events/2022/07/2022-07-29-2022-federal-plain-language-summit.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2022/07/2022-07-29-2022-federal-plain-language-summit.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2022/07/2022-07-29-2022-federal-plain-language-summit.md","slug" : "2022-federal-plain-language-summit","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2022/08/24/2022-federal-plain-language-summit/" },{"kicker" : "Plain Language","title" :"Increase Your Impact With Plain Language","deck" : "","summary" : "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.","date" : "2022-07-13T14:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"daniel-yi" : "Daniel Yi","katherine-spivey" : "Katherine Spivey","katina-stapleton" : "Katina Stapleton"},"topics" : { "communication" : "Communication", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "plain-language" : "Plain language", "public-policy" : "Public policy", "usability" : "Usability" },"primary_image" : { "uid" : "increase-your-impact-with-plain-language-title-card", "alt" : "Title card image has small, multi-colored disc shapes along the right edge. One the left are three lines of text and a logo. The first line has Plain Language Community of Pracatice in white text. The second line has Increase your impact with plain language in bold white text. The third line has the date, July 13, 2022. in orange text. The red Digital.gov logo is below the text.", "width" : "1200", "height" : "628", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2022-06-28-increase-your-impact-with-plain-language.md", "filepath" :"events/2022/06/2022-06-28-increase-your-impact-with-plain-language.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2022/06/2022-06-28-increase-your-impact-with-plain-language.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2022/06/2022-06-28-increase-your-impact-with-plain-language.md","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2022/07/13/increase-your-impact-with-plain-language/" },{"kicker" : "User Experience","title" :"2022 Government UX Summit","summary" : "A two-day summit—June 7 and June 8—with experts who will share their experiences as UX practitioners in the federal government.","date" : "2022-06-07T11:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jean-fox" : "Jean Fox","beth-martin" : "Beth Martin"},"topics" : { "accessibility" : "Accessibility", "customer-experience" : "Customer experience", "design" : "Design", "information-architecture" : "Information architecture", "research" : "Research", "user-experience" : "User experience" },"primary_image" : { "uid" : "ux-summmit-title-card-twenty-twenty-two-title-card", "alt" : "Title card image of multi-colored diagonal shapes with the lines of text on a black background. The first line has User Experience Community of Practice in white bold text. The second line has 2022 Government UX Summit in whilte bold text. The third line has the date, June 7-8, 2022, in white bold text. The Digitalgov logo in white is below the text.", "width" : "1200", "height" : "628", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2022-05-24-2022-government-ux-summit.md", "filepath" :"events/2022/05/2022-05-24-2022-government-ux-summit.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2022/05/2022-05-24-2022-government-ux-summit.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2022/05/2022-05-24-2022-government-ux-summit.md","slug" : "2022-government-ux-summit","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2022/06/07/2022-government-ux-summit/" },{"title" :"How to Build Your Digital Dream Team","summary" : "Learn how to get the right team in place to help you create a trusted, seamless online experience for all your customers.","date" : "2022-05-17T14:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ruxi-giura" : "Ruxi Giura","tori-garten" : "Tori Garten","laura-larrimore" : "Laura Larrimore","victoria-mcfadden" : "Victoria McFadden"},"topics" : { "customer-experience" : "Customer experience", "digital-service-delivery" : "Digital service delivery", "governance" : "Governance", "professional-development" : "Professional development", "trust" : "Trust" },"branch" : "bc-archive-content-3", "filename" :"2022-05-04-how-to-build-your-digital-dream-team.md", "filepath" :"events/2022/05/2022-05-04-how-to-build-your-digital-dream-team.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2022/05/2022-05-04-how-to-build-your-digital-dream-team.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2022/05/2022-05-04-how-to-build-your-digital-dream-team.md","slug" : "how-to-build-your-digital-dream-team","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2022/05/17/how-to-build-your-digital-dream-team/" },{"kicker" : "Digital Transformation","title" :"Change the Way Digital Work Gets Done","summary" : "Learn about what a Digital End-to-End Efficiency (DEEE) Framework is and how you can get started digitizing and automating your digital processes.","date" : "2022-03-31T14:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"beth-martin" : "Beth Martin","jesrael-lopez" : "Jesrael Lopez","bernadette-goodwin" : "Bernadette Goodwin"},"topics" : { "acquisition" : "Acquisition", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "design" : "Design", "emerging-tech" : "Emerging tech" },"primary_image" : { "uid" : "march-content-managers-event-title-card", "alt" : "Title card image has small, multi-colored disc shapes along the right edge. One the left are three lines of text and a logo. The first line has Web Managers Community of Practice in white text. The second line has Change the Way Digital Work Gets Done in bold white text. The third line has the date, March 31, 2022. in orange text. The red Digital.gov logo is below the text.", "width" : "1200", "height" : "628", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2022-03-16-change-the-way-digital-work-gets-done.md", "filepath" :"events/2022/03/2022-03-16-change-the-way-digital-work-gets-done.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2022/03/2022-03-16-change-the-way-digital-work-gets-done.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2022/03/2022-03-16-change-the-way-digital-work-gets-done.md","slug" : "change-the-way-digital-work-gets-done","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2022/03/31/change-the-way-digital-work-gets-done/" },{"kicker" : "Plain Language","title" :"Plain Language + Compassion Help People in Crisis","summary" : "Meet the content strategists who worked to transform FindTreatment.gov to connect people in crisis with the help that they need.","date" : "2022-03-09T14:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"katherine-spivey" : "Katherine Spivey","amanda-costello" : "Amanda Costello","katina-stapleton" : "Katina Stapleton"},"topics" : { "communication" : "Communication", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "plain-language" : "Plain language", "public-policy" : "Public policy", "research" : "Research", "usability" : "Usability", "user-experience" : "User experience" },"primary_image" : { "uid" : "march-plain-language-content-teams-title-card", "alt" : "Title card image of multi-colored diagonal shapes with the lines of text on a black background. The first line has Plain Language + Compassion Help People in Crisis in white text. The second line has March 9, 2022 in yellow text. The Digitalgov logo in white is below the text.", "width" : "1200", "height" : "628", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2022-03-04-plain-language-compassion-help-people-in-crisis.md", "filepath" :"events/2022/03/2022-03-04-plain-language-compassion-help-people-in-crisis.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2022/03/2022-03-04-plain-language-compassion-help-people-in-crisis.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2022/03/2022-03-04-plain-language-compassion-help-people-in-crisis.md","slug" : "plain-language-compassion-help-people-in-crisis","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2022/03/09/plain-language-compassion-help-people-in-crisis/" },{"kicker" : "Multilingual & Web Content","title" :"Language Connections: Tips to Create, Maintain, and Present Non-English Digital Content","summary" : "Tips to help you improve access to your non-English digital content.","date" : "2022-02-24T14:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"michael-mule" : "Michael Mulé","lgodfrey" : "Laura Godfrey","ammie-farraj-feijoo" : "Ammie Farraj Feijoo"},"topics" : { "accessibility" : "Accessibility", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "multilingual" : "Multilingual", "public-policy" : "Public policy", "user-experience" : "User experience" },"primary_image" : { "uid" : "feb-2022-multilingual-language-connections-title-card", "alt" : "Title card image of multi-colored rhombus shapes on the right edge on a light gray background, with the lines of text. On the left, the first line has Multilingual Community of Practice in purple. The second line has Language Connections: Tips to Create, Maintain, and Present Non-English Digital Content in black. The third line has the event date February 24, 2022 in purple text. The Digitalgov logo in black is below the text.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"022022-02-11-language-connections-tips-to-create-maintain-and-present-non-english-digital-content.md", "filepath" :"events/2022/022022-02-11-language-connections-tips-to-create-maintain-and-present-non-english-digital-content.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2022/022022-02-11-language-connections-tips-to-create-maintain-and-present-non-english-digital-content.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2022/022022-02-11-language-connections-tips-to-create-maintain-and-present-non-english-digital-content.md","slug" : "language-connections-tips-to-create-maintain-and-present-non-english-digital-content","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2022/02/24/language-connections-tips-to-create-maintain-and-present-non-english-digital-content/" },{"kicker" : "Data","title" :"Overcoming Your Fear of Data","deck" : "How to Succeed in Insight Generation Without Really Trying (Too Hard)","summary" : "Learn how to overcome resistance to data analytics and visualization, ask the right questions, and improve customer experience.","date" : "2022-01-13T14:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tlowden" : "Tim Lowden","jean-fox" : "Jean Fox","dan-wendling" : "Dan Wendling","adam-korengold" : "Adam Korengold"},"topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience", "user-experience" : "User experience" },"primary_image" : { "uid" : "january-wao-ux-event-title-card", "alt" : "Title card image of multi-colored diagonal shapes with the lines of text on a black background. The first line has Overcoming Your Fear of Data in white text. The second line has January 13, 2022 in yellow text. The Digitalgov logo in white is below the text.", "width" : "960", "height" : "540", "credit" : "", "caption" : "", "format" : "jpg" },"branch" : "bc-archive-content-3", "filename" :"2021-12-21-overcoming-your-fear-of-data.md", "filepath" :"events/2021/12/2021-12-21-overcoming-your-fear-of-data.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2021/12/2021-12-21-overcoming-your-fear-of-data.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2021/12/2021-12-21-overcoming-your-fear-of-data.md","slug" : "overcoming-your-fear-of-data","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2022/01/13/overcoming-your-fear-of-data/" },{"kicker" : "Plain Language","title" :"2021 Federal Plain Language Summit","deck" : "This summit will showcase Plain Language Community of Practice members’ experiences and successes in plain language: their projects, their efforts, their edits.","summary" : "On 9/21/21, PLAIN’s Fourth Federal PL Summit showcases federal employees’ plain language projects. Topics include COVID-19 agency responses, accessibility, user experience, and career enhancement.","date" : "2021-09-21T10:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"katherine-spivey" : "Katherine Spivey","katina-stapleton" : "Katina Stapleton"},"topics" : { "accessibility" : "Accessibility", "communication" : "Communication", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "plain-language" : "Plain language", "professional-development" : "Professional development", "public-policy" : "Public policy", "research" : "Research", "social-media" : "Social media", "usability" : "Usability", "user-experience" : "User experience" },"primary_image" : { "uid" : "plain-language-september-event-title-card", "alt" : "Title card image has multi-colored diagonal shapes with two lines of text on a black background. The first line has Fourth Annual Federal Plain Language Summit in white text. The second line has the date, September 21, 2021 in yellow text. The white Digital Gov flag logo appears below the text.", "width" : "960", "height" : "540", "credit" : "", "caption" : "", "format" : "jpg" },"branch" : "bc-archive-content-3", "filename" :"2021-09-14-2021-federal-plain-language-summit.md", "filepath" :"events/2021/09/2021-09-14-2021-federal-plain-language-summit.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2021/09/2021-09-14-2021-federal-plain-language-summit.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2021/09/2021-09-14-2021-federal-plain-language-summit.md","slug" : "2021-federal-plain-language-summit","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2021/09/21/2021-federal-plain-language-summit/" },{"kicker" : "Web Managers ","title" :"Digital Meets Culture: Getting Your Culture in Line With Your Digital Strategy","summary" : "Join Digital.gov’s Web Managers Community as they host a discussion with panelists from the Lab at OPM, National Institutes of Health, Navy Bureau of Medicine and Surgery, and Presidential Innovation Fellows. The panel will discuss how to align culture and digital strategy to build better digital services.","date" : "2021-07-15T14:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"alex-glade" : "Alex Glade","ammie-farraj-feijoo" : "Ammie Farraj Feijoo","ann-marie-regan" : "Ann-Marie Regan","ruxi-giura" : "Ruxi Giura","lakshmi-grama" : "Lakshmi Grama","patty-beirne" : "Patty Beirne "},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "human-centered-design" : "Human-centered design", "user-experience" : "User experience" },"primary_image" : { "uid" : "wcm-july-title-card", "alt" : "Title card image of a multi-colored rhombus shapes with the lines of text on a gray background. The first line has Digital Meets Culture: Getting Your Culture in Line with Your Digital Strategy in blue text. The second line has July 15th, 2021 in black text. The third line has Hosted by the Web Managers Community of Practice. The Digitalgov logo in black is below the text.", "width" : "960", "height" : "540", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2021-07-02-digital-meets-culture-getting-your-culture-in-line-with-your-digital-strategy.md", "filepath" :"events/2021/07/2021-07-02-digital-meets-culture-getting-your-culture-in-line-with-your-digital-strategy.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2021/07/2021-07-02-digital-meets-culture-getting-your-culture-in-line-with-your-digital-strategy.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2021/07/2021-07-02-digital-meets-culture-getting-your-culture-in-line-with-your-digital-strategy.md","slug" : "digital-meets-culture-getting-your-culture-in-line-with-your-digital-strategy","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2021/07/15/digital-meets-culture-getting-your-culture-in-line-with-your-digital-strategy/" },{"kicker" : "Storytelling","title" :"Using Plain Language To Tell Our Stories","deck" : "Use templates to craft simple stories with purpose.","summary" : "Learn how to tell a story and figure out what role plain language plays in storytelling.","date" : "2021-07-14T14:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"bethany-blakey" : "Bethany Blakey","katherine-spivey" : "Katherine Spivey"},"topics" : { "communication" : "Communication", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "plain-language" : "Plain language", "professional-development" : "Professional development", "public-policy" : "Public policy" },"primary_image" : { "uid" : "plainlanguage-july-event-title-card", "alt" : "Title card image of multi-colored diagonal shapes with the lines of text on a black background. The first line has Using Plain Language To Tell Our Stories in white text. The second line has July 14, 2021 in yellow text. The Digitalgov logo in white is below the text.", "width" : "960", "height" : "540", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2021-06-22-using-plain-language-to-tell-our-stories.md", "filepath" :"events/2021/06/2021-06-22-using-plain-language-to-tell-our-stories.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2021/06/2021-06-22-using-plain-language-to-tell-our-stories.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2021/06/2021-06-22-using-plain-language-to-tell-our-stories.md","slug" : "using-plain-language-to-tell-our-stories","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2021/07/14/using-plain-language-to-tell-our-stories/" },{"title" :"How Chatbots Can Improve Customer Experience","deck" : "Chatbots are a must-have in our customer experience strategy.","summary" : "Come see how various agencies have successfully deployed chatbots/AI to interact with the public and foster collaboration between teams!","date" : "2021-02-23T14:30:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ammie-farraj-feijoo" : "Ammie Farraj Feijoo","janis-e-burl" : "Janis E. Burl","abraham-marinez" : "Abraham Marinez","marietta-jelks" : "Marietta Jelks","" : ""},"topics" : { "artificial-intelligence" : "Artificial intelligence", "customer-experience" : "Customer experience", "digital-service-delivery" : "Digital service delivery" },"branch" : "bc-archive-content-3", "filename" :"2021-02-17-how-can-chatbots-improve-customer-experience.md", "filepath" :"events/2021/02/2021-02-17-how-can-chatbots-improve-customer-experience.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2021/02/2021-02-17-how-can-chatbots-improve-customer-experience.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2021/02/2021-02-17-how-can-chatbots-improve-customer-experience.md","slug" : "how-can-chatbots-improve-customer-experience","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2021/02/23/how-can-chatbots-improve-customer-experience/" },{"kicker" : "USWDS","title" :"USWDS Monthly Call - January 2021","summary" : "Learn how journey maps and service blueprints help teams better understand how people really use our sites and services to do what they need to do.","date" : "2021-01-21T14:30:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"dan-williams" : "Dan Williams","norah-maki" : "Norah Maki"},"topics" : { "customer-experience" : "Customer experience", "design" : "Design", "digital-service-delivery" : "Digital service delivery", "human-centered-design" : "Human-centered design", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2021-01-14-uswds-monthly-call-journey-mapping-service-blueprints-jan-2021.md", "filepath" :"events/2021/01/2021-01-14-uswds-monthly-call-journey-mapping-service-blueprints-jan-2021.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2021/01/2021-01-14-uswds-monthly-call-journey-mapping-service-blueprints-jan-2021.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2021/01/2021-01-14-uswds-monthly-call-journey-mapping-service-blueprints-jan-2021.md","slug" : "uswds-monthly-call-journey-mapping-service-blueprints-jan-2021","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2021/01/21/uswds-monthly-call-journey-mapping-service-blueprints-jan-2021/" },{"kicker" : "Multilingual","title" :"Practical Tips for Accessible Content and Multilingual Websites","summary" : "In this talk, we’ll focus on content creation and how accessibility supports multilingual work.","date" : "2020-12-03T14:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"willa" : "Willa Armstrong","lgodfrey" : "Laura Godfrey","wendy-a-f-g-stengel" : "Wendy A F G Stengel"},"topics" : { "accessibility" : "Accessibility", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "multilingual" : "Multilingual", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2020-11-03-practical-tips-for-accessible-content-and-multilingual-websites.md", "filepath" :"events/2020/11/2020-11-03-practical-tips-for-accessible-content-and-multilingual-websites.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2020/11/2020-11-03-practical-tips-for-accessible-content-and-multilingual-websites.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2020/11/2020-11-03-practical-tips-for-accessible-content-and-multilingual-websites.md","slug" : "practical-tips-for-accessible-content-and-multilingual-websites","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2020/12/03/practical-tips-for-accessible-content-and-multilingual-websites/" },{"kicker" : "USPS","title" :"Customer Experience \u0026 Continuous Improvement: The USPS Digital Approach","summary" : "This presentation lays out USPS.com’s continuous improvement approach and how it combines analytics and customer feedback with iterative heuristic reviews, design, and usability testing to monitor, improve, and evolve the USPS.com CX.","date" : "2020-11-12T14:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jeff-pass" : "Jeff Pass","alexander-turgeon" : "Alexander Turgeon","matt-petrowski" : "Matt Petrowski"},"topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience", "information-collection" : "Information collection", "search-engine-optimization" : "Search engine optimization", "usability" : "Usability", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2020-10-20-customer-experience-continuous-improvement-the-usps-digital-approach.md", "filepath" :"events/2020/10/2020-10-20-customer-experience-continuous-improvement-the-usps-digital-approach.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2020/10/2020-10-20-customer-experience-continuous-improvement-the-usps-digital-approach.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2020/10/2020-10-20-customer-experience-continuous-improvement-the-usps-digital-approach.md","slug" : "customer-experience-continuous-improvement-the-usps-digital-approach","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2020/11/12/customer-experience-continuous-improvement-the-usps-digital-approach/" },{"kicker" : "Plain Language","title" :"2020 Federal Plain Language Summit","summary" : "Join us for discussion from government and private-sector leaders on how to advance plain language in government communications. Hear lessons learned and victories of every size.","date" : "2020-10-27T10:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"katherine-spivey" : "Katherine Spivey","katina-stapleton" : "Katina Stapleton","nicole-fenton" : "Nicole Fenton","martha-dorris" : "Martha Dorris","annetta-cheek" : "Annetta Cheek","joe-kimble" : "Joe Kimble","ginny-redish" : "Ginny Redish","scott-kubie" : "Scott Kubie","mark-m-mchale" : "Mark M. McHale ","bethany-blakey" : "Bethany Blakey","abby-covert" : "Abby Covert"},"topics" : { "communication" : "Communication", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "plain-language" : "Plain language", "professional-development" : "Professional development", "user-experience" : "User experience" },"primary_image" : { "uid" : "plain-language", "alt" : "Plain Language / plainlanguage.gov", "width" : "400", "height" : "400", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2020-10-01-plain-language-summit-2020.md", "filepath" :"events/2020/10/2020-10-01-plain-language-summit-2020.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2020/10/2020-10-01-plain-language-summit-2020.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2020/10/2020-10-01-plain-language-summit-2020.md","slug" : "plain-language-summit-2020","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2020/10/27/plain-language-summit-2020/" },{"kicker" : "This Week's IDEA","title" :"Build Sites to Address the Entire User Journey","deck" : "Making Remote Work Work for Journey Mapping","summary" : "This week, we’re exploring what it means to understand the user experience, and we’re taking a look at ways to use journey mapping to find opportunities for improving products and services.","date" : "2020-06-16T15:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ben-peterson" : "Ben Peterson","julie-strothman" : "Julie Strothman","mark-trammell" : "Mark Trammell","matt-dobson" : "Matt Dobson"},"topics" : { "customer-experience" : "Customer experience", "design" : "Design", "digital-service-delivery" : "Digital service delivery", "user-experience" : "User experience" },"primary_image" : { "uid" : "this-weeks-idea-card", "alt" : "the words, "This Week's IDEA" with a line drawing of a lightbulb in white, on dark blue background", "width" : "1073", "height" : "600", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2020-06-16-build-sites-to-address-the-entire-user-journey.md", "filepath" :"news/2020/06/2020-06-16-build-sites-to-address-the-entire-user-journey.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2020/06/2020-06-16-build-sites-to-address-the-entire-user-journey.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2020/06/2020-06-16-build-sites-to-address-the-entire-user-journey.md","slug" : "build-sites-address-entire-user-journey","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2020/06/16/build-sites-address-entire-user-journey/" },{"kicker" : "This Week's IDEA","title" :"Promote Continuity to Better Support Customer Journeys","deck" : "Using service design to focus on "how it works"","summary" : "This week, we’re exploring what it means to promote continuity, and we’re taking a look at ways to use service design to deliver a great experience.","date" : "2020-05-12T17:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ammie-farraj-feijoo" : "Ammie Farraj Feijoo","dan-williams" : "Dan Williams"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "digital-service-delivery" : "Digital service delivery", "user-experience" : "User experience" },"primary_image" : { "uid" : "twidea-9-breakout-group-brainstorm", "alt" : "Photo of a people working together in a conference room at GSA. All are seated at tables while one person takes notes at a whiteboard.", "width" : "2016", "height" : "1512", "credit" : "", "caption" : "A breakout group brainstorms what it means to deliver an experience that solves a problem at the board.", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2020-05-12-promote-continuity-better-support-customer-journeys.md", "filepath" :"news/2020/05/2020-05-12-promote-continuity-better-support-customer-journeys.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2020/05/2020-05-12-promote-continuity-better-support-customer-journeys.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2020/05/2020-05-12-promote-continuity-better-support-customer-journeys.md","slug" : "promote-continuity-better-support-customer-journeys","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2020/05/12/promote-continuity-better-support-customer-journeys/" },{"kicker" : "Customer Experience","title" :"A Guide For Agencies Building CX Capacity","deck" : "","summary" : "GSA’s customer experience team has released a federal buying guide to aid agencies with buying CX Services.","date" : "2020-04-24T10:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"sheev-dav" : "Sheev Davé","aaron-stienstra" : "Aaron Stienstra","boris-arratia" : "Boris Arratia"},"topics" : { "customer-experience" : "Customer experience", "design" : "Design", "governance" : "Governance", "research" : "Research" },"primary_image" : { "uid" : "oce-cx-buying-guide-cover", "alt" : "Screencapture of the cover of the Customer Experience Services Evaluationa and Buying Guide. Colorful abstract shapes, icons, and the abbreviation for Customer Experience, CX, are below the title.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2020-04-24-a-guide-for-agencies-building-cx.md", "filepath" :"news/2020/04/2020-04-24-a-guide-for-agencies-building-cx.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2020/04/2020-04-24-a-guide-for-agencies-building-cx.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2020/04/2020-04-24-a-guide-for-agencies-building-cx.md","slug" : "a-guide-for-agencies-building-cx","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2020/04/24/a-guide-for-agencies-building-cx/" },{"kicker" : "Findability","title" :"Connecting Americans to Coronavirus Information Online","deck" : "The American people need access to the most up-to-date public health guidance and information on coronavirus testing facilities. To help Americans find coronavirus information online, incorporate Schema.org’s new standard tags into all web pages related to COVID-19.","summary" : "The American people need access to the most up-to-date public health guidance and information on coronavirus testing facilities. To help Americans find coronavirus information online, incorporate Schema.org’s new standard tags into all web pages related to COVID-19.","date" : "2020-04-24T10:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"matt-harmon" : "Matt Harmon"},"topics" : { "communication" : "Communication", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "search-engine-optimization" : "Search engine optimization" },"branch" : "bc-archive-content-3", "filename" :"2020-04-24-connecting-americans-coronavirus-information-online.md", "filepath" :"news/2020/04/2020-04-24-connecting-americans-coronavirus-information-online.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2020/04/2020-04-24-connecting-americans-coronavirus-information-online.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2020/04/2020-04-24-connecting-americans-coronavirus-information-online.md","source" : "whitehouse","source_url" : "https://www.whitehouse.gov/articles/connecting-americans-coronavirus-information-online/","slug" : "connecting-americans-coronavirus-information-online","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2020/04/24/connecting-americans-coronavirus-information-online/" },{"kicker" : "Plain Language","title" :"Readability Audits of Government Websites with Katherine Spivey","deck" : "","summary" : "In this meeting, we’ll talk about readability audits and formulas and how they work—and don’t work—to improve web content and the users’ experience.","date" : "2020-03-11T14:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"katherine-spivey" : "Katherine Spivey"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "plain-language" : "Plain language", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2020-03-11-katherine-spivey-on-readability-audits-government.md", "filepath" :"events/2020/03/2020-03-11-katherine-spivey-on-readability-audits-government.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2020/03/2020-03-11-katherine-spivey-on-readability-audits-government.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2020/03/2020-03-11-katherine-spivey-on-readability-audits-government.md","slug" : "katherine-spivey-on-readability-audits-government","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2020/03/11/katherine-spivey-on-readability-audits-government/" },{"title" :"Making a Mobile-Friendly Website Using the ADAPT Model","deck" : "Learn how to improve the user experience of your website by following the ADAPT Model to enhance the performance of your content on cellular networks or mobile devices.","summary" : "","date" : "2020-02-25T15:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"david-fern" : "David Fern"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "design" : "Design", "digital-service-delivery" : "Digital service delivery", "mobile" : "Mobile", "user-experience" : "User experience" },"primary_image" : { "uid" : "mobilegov-event", "alt" : "", "width" : "", "height" : "", "credit" : "", "caption" : "", "format" : "" },"branch" : "bc-archive-content-3", "filename" :"2020-02-25-making-a-mobilefriendly-website-using-adapt.md", "filepath" :"events/2020/02/2020-02-25-making-a-mobilefriendly-website-using-adapt.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2020/02/2020-02-25-making-a-mobilefriendly-website-using-adapt.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2020/02/2020-02-25-making-a-mobilefriendly-website-using-adapt.md","slug" : "making-a-mobilefriendly-website-using-adapt","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2020/02/25/making-a-mobilefriendly-website-using-adapt/" },{"kicker" : "Analytics","title" :"Taking a Look at the USAGov Analytics Dashboard","deck" : "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.","summary" : "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.","date" : "2020-01-16T11:40:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"marybeth-murphy" : "Marybeth Murphy","russell-oneill" : "Russell O'Neill","david-kaufmann" : "David Kaufmann"},"topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience", "multilingual" : "Multilingual" },"branch" : "bc-archive-content-3", "filename" :"2020-01-16-taking-a-look-at-usagov-analytics.md", "filepath" :"news/2020/01/2020-01-16-taking-a-look-at-usagov-analytics.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2020/01/2020-01-16-taking-a-look-at-usagov-analytics.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2020/01/2020-01-16-taking-a-look-at-usagov-analytics.md","source" : "usagov","source_url" : "https://blog.usa.gov/taking-a-look-at-the-usagov-analytics-dashboard","slug" : "taking-a-look-at-usagov-analytics","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2020/01/16/taking-a-look-at-usagov-analytics/" },{"kicker" : "Contact Centers","title" :"The Most Popular Questions from the Public ","deck" : "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.","summary" : "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.","date" : "2019-10-08T12:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jeremyzilar" : "Jeremy Zilar"},"topics" : { "contact-centers" : "Contact centers", "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"2019-10-08-most-popular-questions-from-public.md", "filepath" :"news/2019/10/2019-10-08-most-popular-questions-from-public.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2019/10/2019-10-08-most-popular-questions-from-public.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2019/10/2019-10-08-most-popular-questions-from-public.md","source" : "usagov","source_url" : "https://blog.usa.gov/usagov-contact-center-five-most-popular-questions-from-may-to-july-2019","slug" : "most-popular-questions-from-public","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2019/10/08/most-popular-questions-from-public/" },{"title" :"Technology Transformation Begins With People\u0026#58; Closing the Human-Technology Gap","summary" : "GSA's Technology Transformation Services is prototyping a human-centered approach to cultivating an environment of lifelong learning to attract and retain the best talent to serve our citizens.","date" : "2019-09-11T12:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"nina-bianchi" : "Nina Bianchi"},"topics" : { "customer-experience" : "Customer experience", "design" : "Design", "emerging-tech" : "Emerging tech", "professional-development" : "Professional development" },"featured_image" : { "uid" : "pif-people-transformation-1", "alt" : "" },"branch" : "bc-archive-content-3", "filename" :"2019-09-11-technology-transformation-begins-with-people-closing-human-technology-gap.md", "filepath" :"news/2019/09/2019-09-11-technology-transformation-begins-with-people-closing-human-technology-gap.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2019/09/2019-09-11-technology-transformation-begins-with-people-closing-human-technology-gap.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2019/09/2019-09-11-technology-transformation-begins-with-people-closing-human-technology-gap.md","slug" : "technology-transformation-begins-with-people-closing-human-technology-gap","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2019/09/11/technology-transformation-begins-with-people-closing-human-technology-gap/" },{"title" :"Prototyping Engagement Workshops for the Future of Federal Data, Dashboards, and Storytelling","deck" : "User-centered design is critical for employee engagement, from the front lines to C-suite.","summary" : "User-centered design is critical for meetings—from the front lines to C-suite. How might we host more hands-on learning sessions and experience exchanges to improve and customize the way the federal workforce communicates to diverse stakeholders?","date" : "2019-08-21T18:06:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"davar-ardalan" : "Davar Ardalan","nina-bianchi" : "Nina Bianchi","maria-dayton" : "Maria Dayton"},"topics" : { "artificial-intelligence" : "Artificial intelligence", "customer-experience" : "Customer experience", "design" : "Design", "public-policy" : "Public policy" },"featured_image" : { "uid" : "pif-prototyping-engagement-01", "alt" : "" },"branch" : "bc-archive-content-3", "filename" :"2019-08-21-prototyping-engagement-workshops.md", "filepath" :"news/2019/08/2019-08-21-prototyping-engagement-workshops.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2019/08/2019-08-21-prototyping-engagement-workshops.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2019/08/2019-08-21-prototyping-engagement-workshops.md","slug" : "prototyping-engagement-workshops","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2019/08/21/prototyping-engagement-workshops/" },{"kicker" : "Mobile","title" :"Building Trust with Users Through Open Communication and Feedback","deck" : "A look at how FEMA responds to user needs and bugs in their app development.","summary" : "A look at how FEMA responds to user needs and bugs in their app development.","date" : "2019-06-13T14:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"r-fitz-fitzhenry" : "R. 'Fitz' Fitzhenry"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "mobile" : "Mobile", "trust" : "Trust" },"primary_image" : { "uid" : "fema-mobile-app-home-updated-comp", "alt" : "A screenshot of the Home screen in the bilingual FEMA mobile app.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2019-06-13-building-trust-with-users-through-open-communication-feedback.md", "filepath" :"news/2019/06/2019-06-13-building-trust-with-users-through-open-communication-feedback.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2019/06/2019-06-13-building-trust-with-users-through-open-communication-feedback.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2019/06/2019-06-13-building-trust-with-users-through-open-communication-feedback.md","slug" : "building-trust-with-users-through-open-communication-feedback","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2019/06/13/building-trust-with-users-through-open-communication-feedback/" },{"title" :"Redesigning an Intranet Site\u0026#58; Final Stages, Launch, and Lessons Learned","summary" : "Helpful lessons from the National Center for Complementary and Integrative Health (NCCIH) on the redesign of an intranet.","date" : "2018-03-07T12:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"karla-blaine" : "Karla Blaine"},"topics" : { "accessibility" : "Accessibility", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "design" : "Design", "product-and-project-management" : "Product and project management", "public-policy" : "Public policy", "research" : "Research", "usability" : "Usability", "user-experience" : "User experience" },"featured_image" : { "uid" : "featured-301-x-212-nih-logo-national-institutes-of-health", "alt" : "NIH logo" },"branch" : "bc-archive-content-3", "filename" :"2018-03-07-redesigning-an-intranet-site-final-stages-launch-lessons-learned.md", "filepath" :"news/2018/03/2018-03-07-redesigning-an-intranet-site-final-stages-launch-lessons-learned.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2018/03/2018-03-07-redesigning-an-intranet-site-final-stages-launch-lessons-learned.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2018/03/2018-03-07-redesigning-an-intranet-site-final-stages-launch-lessons-learned.md","slug" : "redesigning-an-intranet-site-final-stages-launch-lessons-learned","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2018/03/07/redesigning-an-intranet-site-final-stages-launch-lessons-learned/" },{"title" :"Customer Relationship Management - Government Sector Best Practices, Pitfalls and Tips","summary" : "Join the CX Community for their first meeting of 2018 where CRM in government will be discussed.","date" : "2018-02-13T10:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "customer-experience" : "Customer experience" },"featured_image" : { "uid" : "", "alt" : "" },"branch" : "bc-archive-content-3", "filename" :"2018-02-13-customer-relationship-management-government-sector-best-practices-pitfalls-tips.md", "filepath" :"events/2018/02/2018-02-13-customer-relationship-management-government-sector-best-practices-pitfalls-tips.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/events/2018/02/2018-02-13-customer-relationship-management-government-sector-best-practices-pitfalls-tips.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/events/2018/02/2018-02-13-customer-relationship-management-government-sector-best-practices-pitfalls-tips.md","aliases" : {"0" : "/event/customer-relationship-management-government-sector-best-practices-pitfalls-tips/"},"slug" : "customer-relationship-management-government-sector-best-practices-pitfalls-tips","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2018/02/13/customer-relationship-management-government-sector-best-practices-pitfalls-tips/" },{"title" :"Using Journey Mapping to Streamline Processes Across Agencies","deck" : "How one team used journey mapping to improve the customer experience for newly naturalized citizens attempting to travel abroad.","summary" : "How one team used journey mapping to improve the customer experience for newly naturalized citizens attempting to travel abroad.","date" : "2018-02-05T11:52:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"lgodfrey" : "Laura Godfrey"},"topics" : { "accessibility" : "Accessibility", "analytics" : "Analytics", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "design" : "Design", "user-experience" : "User experience" },"featured_image" : { "uid" : "travel-journey-mapping-processes-slide", "alt" : "A sample sequence of events journey map for a recently naturalized citizen seeking to travel abroad." },"branch" : "bc-archive-content-3", "filename" :"2018-02-05-using-journey-mapping-streamline-processes-across-agencies.md", "filepath" :"news/2018/02/2018-02-05-using-journey-mapping-streamline-processes-across-agencies.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2018/02/2018-02-05-using-journey-mapping-streamline-processes-across-agencies.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2018/02/2018-02-05-using-journey-mapping-streamline-processes-across-agencies.md","slug" : "using-journey-mapping-streamline-processes-across-agencies","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2018/02/05/using-journey-mapping-streamline-processes-across-agencies/" },{"title" :"Making Customer Satisfaction Data Actionable at the Peace Corps","summary" : "Learn how measuring customer experience helped inform and guide website development at Peace Corps.","date" : "2018-01-30T09:30:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"chris-rottler" : "Chris Rottler"},"topics" : { "analytics" : "Analytics", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "design" : "Design", "research" : "Research" },"featured_image" : { "uid" : "peace-corps", "alt" : "Peace Corps Logo" },"branch" : "bc-archive-content-3", "filename" :"2018-01-16-making-customer-satisfaction-data-actionable-at-peace-corps.md", "filepath" :"news/2018/01/2018-01-16-making-customer-satisfaction-data-actionable-at-peace-corps.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2018/01/2018-01-16-making-customer-satisfaction-data-actionable-at-peace-corps.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2018/01/2018-01-16-making-customer-satisfaction-data-actionable-at-peace-corps.md","slug" : "making-customer-satisfaction-data-actionable-at-peace-corps","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2018/01/30/making-customer-satisfaction-data-actionable-at-peace-corps/" },{"title" :"Government Launches Login.Gov to Simplify Access to Public Services","summary" : "Joel Minton, a member of the U.S. Digital Service, is working with GSA’s Technology Transformation Service as the director of login.gov. Tom Mills is the Chief Technology Architect at U.S. Customs and Border Protection. In early April, the U.S. Digital Service and 18F launched login.gov, a single sign-on solution for government websites that will enable","date" : "2017-08-28T09:04:54-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"joel-minton" : "Joel Minton","tom-mills" : "Tom Mills"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "security" : "Security", "user-experience" : "User experience" },"featured_image" : { "uid" : "login-gov-launch", "alt" : "The Login.gov logo." },"branch" : "bc-archive-content-3", "filename" :"2017-08-28-government-launches-login-gov-to-simplify-access-to-public-services.md", "filepath" :"news/2017/08/2017-08-28-government-launches-login-gov-to-simplify-access-to-public-services.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2017/08/2017-08-28-government-launches-login-gov-to-simplify-access-to-public-services.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2017/08/2017-08-28-government-launches-login-gov-to-simplify-access-to-public-services.md","slug" : "government-launches-login-gov-to-simplify-access-to-public-services","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2017/08/28/government-launches-login-gov-to-simplify-access-to-public-services/" },{"title" :"The Data Briefing: Ten Years of Digital Transformation—Lessons Learned","summary" : "Since 2007, a major consulting firm has conducted an annual survey on organizations’ “Digital IQ.” In the ten years of organizations grappling with digital transformation, what has been learned?","date" : "2017-07-26T12:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"bbrantley" : "Bill Brantley"},"topics" : { "artificial-intelligence" : "Artificial intelligence", "cloud-and-infrastructure" : "Cloud and infrastructure", "customer-experience" : "Customer experience", "emerging-tech" : "Emerging tech", "innovation" : "Innovation", "multimedia" : "Multimedia", "product-and-project-management" : "Product and project management", "professional-development" : "Professional development", "user-experience" : "User experience" },"featured_image" : { "uid" : "silhouettes-of-business-people-discussing-outdoors-rawpixel-ltd-istock-thinkstock-490926205", "alt" : "" },"branch" : "bc-archive-content-3", "filename" :"2017-07-26-the-data-briefing-ten-years-of-digital-transformation-lessons-learned.md", "filepath" :"news/2017/07/2017-07-26-the-data-briefing-ten-years-of-digital-transformation-lessons-learned.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2017/07/2017-07-26-the-data-briefing-ten-years-of-digital-transformation-lessons-learned.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2017/07/2017-07-26-the-data-briefing-ten-years-of-digital-transformation-lessons-learned.md","slug" : "the-data-briefing-ten-years-of-digital-transformation-lessons-learned","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2017/07/26/the-data-briefing-ten-years-of-digital-transformation-lessons-learned/" },{"title" :"Improving Customer Experience with Digital Personas","summary" : "Keeping the customer’s needs front and center is important when developing new digital tools. We recently developed a set of user personas as part of our work to establish a more robust—and data informed—understanding of the individuals that engage digitally with the National Archives (NARA). User personas are fictional, but realistic representations of key audience","date" : "2017-06-20T10:55:09-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"archivist-of-the-united-states" : "Archivist of the United States"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "design" : "Design", "human-centered-design" : "Human-centered design", "research" : "Research", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2017-06-20-improving-customer-experience-with-digital-personas.md", "filepath" :"news/2017/06/2017-06-20-improving-customer-experience-with-digital-personas.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2017/06/2017-06-20-improving-customer-experience-with-digital-personas.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2017/06/2017-06-20-improving-customer-experience-with-digital-personas.md","slug" : "improving-customer-experience-with-digital-personas","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2017/06/20/improving-customer-experience-with-digital-personas/" },{"title" :"Opening Public Services to Artificial Intelligence Assistants","summary" : "“Hey, Computer, how do I access my public services?” Citizens will soon be able to ask their Intelligent Personal Assistants (IPA) this question through an Emerging Citizen Technology open-sourced pilot program. The purpose of the initiative is to guide dozens of federal programs make public service information available through automated, self-service platforms for the home","date" : "2017-06-06T14:02:20-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jherman" : "Justin Herman"},"topics" : { "artificial-intelligence" : "Artificial intelligence", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "emerging-tech" : "Emerging tech", "innovation" : "Innovation", "product-and-project-management" : "Product and project management", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2017-06-06-opening-public-services-to-artificial-intelligence-assistants.md", "filepath" :"news/2017/06/2017-06-06-opening-public-services-to-artificial-intelligence-assistants.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2017/06/2017-06-06-opening-public-services-to-artificial-intelligence-assistants.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2017/06/2017-06-06-opening-public-services-to-artificial-intelligence-assistants.md","slug" : "opening-public-services-to-artificial-intelligence-assistants","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2017/06/06/opening-public-services-to-artificial-intelligence-assistants/" },{"title" :"Build Your Audience by Hosting a Twitter Chat","summary" : "Twitter is more than just a platform for sharing news and updates: it can be a tool for directly communicating with your community and understanding what is important to them. One way you can connect with your Twitter audience is by hosting a Twitter Chat. They can be a good way to discuss key topics,","date" : "2017-05-01T15:00:08-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"aids-gov" : "AIDS.gov"},"topics" : { "communication" : "Communication", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "social-media" : "Social media" },"branch" : "bc-archive-content-3", "filename" :"2017-05-01-build-your-audience-by-hosting-a-twitter-chat.md", "filepath" :"news/2017/05/2017-05-01-build-your-audience-by-hosting-a-twitter-chat.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2017/05/2017-05-01-build-your-audience-by-hosting-a-twitter-chat.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2017/05/2017-05-01-build-your-audience-by-hosting-a-twitter-chat.md","slug" : "build-your-audience-by-hosting-a-twitter-chat","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2017/05/01/build-your-audience-by-hosting-a-twitter-chat/" },{"title" :"DigitalGov Readers and Subscribers: We Want to Talk to You (Again)","summary" : "We at DigitalGov want to hear more about you – your job, your role, the challenges you face — all of it — as you work to deliver more secure, effective, and reliable digital services for the public.","date" : "2017-03-08T01:19:51-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"digitalgov-team" : "Digital.gov Team"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "research" : "Research", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2017-03-08-digitalgov-readers-and-subscribers-we-want-to-talk-to-you-again.md", "filepath" :"news/2017/03/2017-03-08-digitalgov-readers-and-subscribers-we-want-to-talk-to-you-again.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2017/03/2017-03-08-digitalgov-readers-and-subscribers-we-want-to-talk-to-you-again.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2017/03/2017-03-08-digitalgov-readers-and-subscribers-we-want-to-talk-to-you-again.md","slug" : "digitalgov-readers-and-subscribers-we-want-to-talk-to-you-again","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2017/03/08/digitalgov-readers-and-subscribers-we-want-to-talk-to-you-again/" },{"title" :"DigitalGov University in Review: 2016 Training Trends","summary" : "Thanks to your participation, DigitalGov University (DGU), the events platform for DigitalGov, hosted over 90 events with 6,648 attendees from over 100 agencies across federal, tribal, state, and local governments.","date" : "2017-01-11T12:00:02-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jthalls" : "Janelle Thalls"},"topics" : { "accessibility" : "Accessibility", "analytics" : "Analytics", "application-programming-interface" : "Application programming interface", "artificial-intelligence" : "Artificial intelligence", "challenges-and-prize-competitions" : "Challenges and prize competitions", "cloud-and-infrastructure" : "Cloud and infrastructure", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "design" : "Design", "governance" : "Governance", "mobile" : "Mobile", "multimedia" : "Multimedia", "open-data" : "Open data", "product-and-project-management" : "Product and project management", "professional-development" : "Professional development", "research" : "Research", "social-media" : "Social media", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2017-01-11-digitalgov-university-in-review-2016-training-trends.md", "filepath" :"news/2017/01/2017-01-11-digitalgov-university-in-review-2016-training-trends.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2017/01/2017-01-11-digitalgov-university-in-review-2016-training-trends.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2017/01/2017-01-11-digitalgov-university-in-review-2016-training-trends.md","slug" : "digitalgov-university-in-review-2016-training-trends","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2017/01/11/digitalgov-university-in-review-2016-training-trends/" },{"title" :"Applying Customer Service Metrics to Improve Customer Experience (CX)","summary" : "Lately, I’ve looked at how a government agency measures a customer’s experience. It’s such a complex topic that I would need more than one blog to discuss the nuances behind it. In my last blog, I examined and brokedown three types of customer service metrics: customer satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort","date" : "2016-11-03T10:00:10-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"craig-chavez" : "Craig Chavez"},"topics" : { "analytics" : "Analytics", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "information-collection" : "Information collection", "open-data" : "Open data" },"branch" : "bc-archive-content-3", "filename" :"2016-11-03-applying-customer-service-metrics-to-improve-customer-experience-cx.md", "filepath" :"news/2016/11/2016-11-03-applying-customer-service-metrics-to-improve-customer-experience-cx.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/11/2016-11-03-applying-customer-service-metrics-to-improve-customer-experience-cx.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/11/2016-11-03-applying-customer-service-metrics-to-improve-customer-experience-cx.md","slug" : "applying-customer-service-metrics-to-improve-customer-experience-cx","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/11/03/applying-customer-service-metrics-to-improve-customer-experience-cx/" },{"title" :"The Data Briefing: Help Predict the Future of Federal Government Data","summary" : "In December, I plan to write two postings detailing a scenario analysis for the next ten years of the Federal government’s data technologies. Governments are on the cusp of amazing technological advances propelled by artificial intelligence, blockchain technologies, and the Internet of Things. Also, governments will face new challenges such as the recent global cyber","date" : "2016-10-26T13:00:55-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"bbrantley" : "Bill Brantley"},"topics" : { "analytics" : "Analytics", "artificial intelligence" : "Artificial intelligence", "best-practices" : "Best practices", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "emerging-tech" : "Emerging tech", "innovation" : "Innovation", "mobile" : "Mobile", "multimedia" : "Multimedia", "open-data" : "Open data", "privacy" : "Privacy", "product-and-project-management" : "Product and project management", "research" : "Research", "security" : "Security", "social-media" : "Social media", "software-engineering" : "Software engineering", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2016-10-26-the-data-briefing-help-predict-the-future-of-federal-government-data.md", "filepath" :"news/2016/10/2016-10-26-the-data-briefing-help-predict-the-future-of-federal-government-data.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/10/2016-10-26-the-data-briefing-help-predict-the-future-of-federal-government-data.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/10/2016-10-26-the-data-briefing-help-predict-the-future-of-federal-government-data.md","slug" : "the-data-briefing-help-predict-the-future-of-federal-government-data","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/10/26/the-data-briefing-help-predict-the-future-of-federal-government-data/" },{"title" :"DigitalGov Readers and Subscribers: We Want to Talk to You","summary" : "As you know, over the last few years DigitalGov has surfaced the innovative advancements many are making across the government space while providing a platform for learning best practices and coming together as a community. Over the course of the next few weeks, a small team from","date" : "2016-10-25T15:00:21-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"18f-team" : "18F Team"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "human-centered-design" : "Human-centered design", "product-and-project-management" : "Product and project management", "research" : "Research", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2016-10-25-digitalgov-readers-and-subscribers-we-want-to-talk-to-you.md", "filepath" :"news/2016/10/2016-10-25-digitalgov-readers-and-subscribers-we-want-to-talk-to-you.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/10/2016-10-25-digitalgov-readers-and-subscribers-we-want-to-talk-to-you.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/10/2016-10-25-digitalgov-readers-and-subscribers-we-want-to-talk-to-you.md","slug" : "digitalgov-readers-and-subscribers-we-want-to-talk-to-you","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/10/25/digitalgov-readers-and-subscribers-we-want-to-talk-to-you/" },{"title" :"CX Day In Government: How We All Shape The Customer Journey","summary" : "During National Customer Service Week, it’s a great time for organizations across industry and government to celebrate putting customers at the center of our work and to think about what we can do to improve our customers’ end-to-end experiences. When you think this big, it can be a little daunting, but the good news is","date" : "2016-10-07T11:00:21-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"matthew-ford" : "Matthew Ford"},"topics" : { "acquisition" : "Acquisition", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"2016-10-07-cx-day-in-government-how-we-all-shape-the-customer-journey.md", "filepath" :"news/2016/10/2016-10-07-cx-day-in-government-how-we-all-shape-the-customer-journey.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/10/2016-10-07-cx-day-in-government-how-we-all-shape-the-customer-journey.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/10/2016-10-07-cx-day-in-government-how-we-all-shape-the-customer-journey.md","slug" : "cx-day-in-government-how-we-all-shape-the-customer-journey","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/10/07/cx-day-in-government-how-we-all-shape-the-customer-journey/" },{"title" :"Voices of Veterans: Introducing Personas to Better Understand Our Customers","summary" : "Understanding our Veterans and their unique needs and experiences is at the heart of creating a more Veteran-centered VA. By listening to their voices and the stories they share, we can design services and experiences that meet the needs of Veterans. Taking a step towards a deeper understanding of our Veterans, in the fall of","date" : "2016-09-29T11:00:46-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"va-center-for-innovation" : "VA Center for Innovation"},"topics" : { "customer-experience" : "Customer experience", "human-centered-design" : "Human-centered design", "research" : "Research", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2016-09-29-voices-of-veterans-introducing-personas-to-better-understand-our-customers.md", "filepath" :"news/2016/09/2016-09-29-voices-of-veterans-introducing-personas-to-better-understand-our-customers.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/09/2016-09-29-voices-of-veterans-introducing-personas-to-better-understand-our-customers.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/09/2016-09-29-voices-of-veterans-introducing-personas-to-better-understand-our-customers.md","slug" : "voices-of-veterans-introducing-personas-to-better-understand-our-customers","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/09/29/voices-of-veterans-introducing-personas-to-better-understand-our-customers/" },{"title" :"The New Vote.gov: Leaner, Faster and Multi-Lingual","summary" : "One year ago this week, we launched vote.gov (also known as vote.usa.gov). It’s a concise and simple site with a single mission: direct citizens through the voter registration process as quickly as possible. It was created by a joint team of USA.gov staffers and Presidential Innovation Fellows, all of whom work within the General Services","date" : "2016-09-28T11:00:27-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"yoz-grahame" : "Yoz Grahame"},"topics" : { "analytics" : "Analytics", "cloud-and-infrastructure" : "Cloud and infrastructure", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "design" : "Design", "human-centered-design" : "Human-centered design", "multilingual" : "Multilingual", "open-source" : "Open source", "research" : "Research", "social-media" : "Social media", "software-engineering" : "Software engineering", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2016-09-28-the-new-vote-gov-leaner-faster-and-multi-lingual.md", "filepath" :"news/2016/09/2016-09-28-the-new-vote-gov-leaner-faster-and-multi-lingual.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/09/2016-09-28-the-new-vote-gov-leaner-faster-and-multi-lingual.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/09/2016-09-28-the-new-vote-gov-leaner-faster-and-multi-lingual.md","slug" : "the-new-vote-gov-leaner-faster-and-multi-lingual","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/09/28/the-new-vote-gov-leaner-faster-and-multi-lingual/" },{"title" :"Webinar Recap: Snaps and Stripes—Sharing Public Service Stories with Snapchat","summary" : "Snapchat has quickly become an incredibly effective digital storytelling medium, and content creators across multiple government agencies have adopted it as an important part of their programs.","date" : "2016-09-27T11:00:50-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"lisa-bari" : "Lisa Bari"},"topics" : { "accessibility" : "Accessibility", "best-practices" : "Best practices", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "multimedia" : "Multimedia", "product-and-project-management" : "Product and project management", "social-media" : "Social media", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2016-09-27-webinar-recap-snaps-and-stripes-sharing-public-service-stories-with-snapchat.md", "filepath" :"news/2016/09/2016-09-27-webinar-recap-snaps-and-stripes-sharing-public-service-stories-with-snapchat.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/09/2016-09-27-webinar-recap-snaps-and-stripes-sharing-public-service-stories-with-snapchat.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/09/2016-09-27-webinar-recap-snaps-and-stripes-sharing-public-service-stories-with-snapchat.md","slug" : "webinar-recap-snaps-and-stripes-sharing-public-service-stories-with-snapchat","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/09/27/webinar-recap-snaps-and-stripes-sharing-public-service-stories-with-snapchat/" },{"title" :"How Do You Redesign a ‘Dinosaur’? Redesigning an Intranet Site: the Beginning Stages","summary" : "Many content managers in the digital world understand the irrepressible desire to improve, fix, edit, add, and move things around. Indeed, it’s our job to nurture this ongoing process to create, update, test, update again. And, repeat! But, what about those sites or pages that seem to never crawl up to the ‘high-priority’ list and","date" : "2016-09-19T10:00:56-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"karla-blaine" : "Karla Blaine"},"topics" : { "accessibility" : "Accessibility", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "design" : "Design", "information-architecture" : "Information architecture", "open-data" : "Open data", "product-and-project-management" : "Product and project management", "research" : "Research", "usability" : "Usability", "user-experience" : "User experience" },"primary_image" : { "uid" : "archaeologist-and-student-excavating-mypurgatoryyears-royalty-free-getty-images-176511372", "alt" : "An archaeologist and her student using their trowels at a dig site.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "Mypurgatoryyears/iStock/Thinkstock", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2016-09-19-how-do-you-redesign-a-dinosaur-redesigning-an-intranet-site-the-beginning-stages.md", "filepath" :"news/2016/09/2016-09-19-how-do-you-redesign-a-dinosaur-redesigning-an-intranet-site-the-beginning-stages.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/09/2016-09-19-how-do-you-redesign-a-dinosaur-redesigning-an-intranet-site-the-beginning-stages.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/09/2016-09-19-how-do-you-redesign-a-dinosaur-redesigning-an-intranet-site-the-beginning-stages.md","slug" : "how-do-you-redesign-a-dinosaur-redesigning-an-intranet-site-the-beginning-stages","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/09/19/how-do-you-redesign-a-dinosaur-redesigning-an-intranet-site-the-beginning-stages/" },{"title" :"Social Security Joins The Hispanic Heritage Month Celebration","summary" : "Social Security joins you and your family in celebrating Hispanic Heritage Month, which runs from September 15 to October 15. We know the contributions of Hispanics can be traced to before the origins of the United States with the discovery, exploration, and naming of many places in our nation, such as state names like California,","date" : "2016-09-16T12:00:53-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"doug-walker" : "Doug Walker"},"topics" : { "content-strategy" : "Content strategy", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "multilingual" : "Multilingual", "product-and-project-management" : "Product and project management", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2016-09-16-social-security-joins-the-hispanic-heritage-month-celebration.md", "filepath" :"news/2016/09/2016-09-16-social-security-joins-the-hispanic-heritage-month-celebration.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/09/2016-09-16-social-security-joins-the-hispanic-heritage-month-celebration.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/09/2016-09-16-social-security-joins-the-hispanic-heritage-month-celebration.md","slug" : "social-security-joins-the-hispanic-heritage-month-celebration","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/09/16/social-security-joins-the-hispanic-heritage-month-celebration/" },{"title" :"No Longer an Idea of the Future, Artificial Intelligence Is Here and You Are Probably Already Using It","summary" : "It might surprise some of you to know that artificial intelligence (AI) is already in use and a routine part of our daily lives, but we leverage this technology when we use our smartphones or other devices to ask Apple’s Siri, Microsoft’s Cortana, Google Now, or Amazon’s Alexa a question to get the facts or data we","date" : "2016-09-15T11:00:12-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"christen-geiler" : "Christen Geiler"},"topics" : { "analytics" : "Analytics", "artificial-intelligence" : "Artificial intelligence", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "innovation" : "Innovation", "open-data" : "Open data", "privacy" : "Privacy", "product-and-project-management" : "Product and project management", "research" : "Research", "security" : "Security", "software-engineering" : "Software engineering", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2016-09-15-no-longer-an-idea-of-the-future-artificial-intelligence-is-here-and-you-are-probably-already-using-it.md", "filepath" :"news/2016/09/2016-09-15-no-longer-an-idea-of-the-future-artificial-intelligence-is-here-and-you-are-probably-already-using-it.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/09/2016-09-15-no-longer-an-idea-of-the-future-artificial-intelligence-is-here-and-you-are-probably-already-using-it.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/09/2016-09-15-no-longer-an-idea-of-the-future-artificial-intelligence-is-here-and-you-are-probably-already-using-it.md","slug" : "no-longer-an-idea-of-the-future-artificial-intelligence-is-here-and-you-are-probably-already-using-it","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/09/15/no-longer-an-idea-of-the-future-artificial-intelligence-is-here-and-you-are-probably-already-using-it/" },{"title" :"Emma: Friendly Presence and Innovative USCIS Resource Available 24/7","summary" : "We are working hard to serve you and continue to make improvements to Emma, our Spanish-speaking Interactive Virtual Assistant. Help us improve Emma’s knowledge by continuing to ask your immigration-related questions on USCIS.gov/es from any device. This blog will help you understand a little bit more about how Emma works and how you can help","date" : "2016-09-01T10:00:40-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"andrea-sanchez" : "Andrea Sanchez","limary-suarez-pacheco" : "Limary Suarez Pacheco"},"topics" : { "artificial intelligence" : "Artificial intelligence", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "human-centered-design" : "Human-centered design", "multilingual" : "Multilingual", "product-and-project-management" : "Product and project management", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2016-09-01-emma-friendly-presence-and-innovative-uscis-resource-available-247.md", "filepath" :"news/2016/09/2016-09-01-emma-friendly-presence-and-innovative-uscis-resource-available-247.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/09/2016-09-01-emma-friendly-presence-and-innovative-uscis-resource-available-247.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/09/2016-09-01-emma-friendly-presence-and-innovative-uscis-resource-available-247.md","slug" : "emma-friendly-presence-and-innovative-uscis-resource-available-247","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/09/01/emma-friendly-presence-and-innovative-uscis-resource-available-247/" },{"title" :"Creative Usability Test Methods—or My Brief Career as a Robot Voice","summary" : "When you want to do a usability test, sometimes you have to step out of your comfort zone and get creative to get the job done. That’s just what happened to us. We’re well practiced at usability testing at USAGov—in person, remote, hallway tests, first-click tests—all of these things we manage without blinking an eye.","date" : "2016-08-31T12:00:42-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"joanne-mcgovern" : "Joanne McGovern"},"topics" : { "contact-centers" : "Contact centers", "customer-experience" : "Customer experience", "research" : "Research", "usability" : "Usability", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2016-08-31-creative-usability-test-methods-or-my-brief-career-as-a-robot-voice.md", "filepath" :"news/2016/08/2016-08-31-creative-usability-test-methods-or-my-brief-career-as-a-robot-voice.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/08/2016-08-31-creative-usability-test-methods-or-my-brief-career-as-a-robot-voice.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/08/2016-08-31-creative-usability-test-methods-or-my-brief-career-as-a-robot-voice.md","slug" : "creative-usability-test-methods-or-my-brief-career-as-a-robot-voice","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/08/31/creative-usability-test-methods-or-my-brief-career-as-a-robot-voice/" },{"title" :"Did We Do a Good Job? The Answer Is in Customers\u0026#8217; Business Outcomes","summary" : "Earlier this week, I shared with my colleagues at EXIM the results of our 2016 export credit insurance customer survey. This is the third consecutive year that our largest customer segment has been asked to share their feedback with us.","date" : "2016-08-12T10:00:24-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"stephanie-thum" : "Stephanie Thum"},"topics" : { "customer-experience" : "Customer experience", "information-collection" : "Information collection", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2016-08-12-did-we-do-a-good-job-the-answer-is-in-customers-business-outcomes.md", "filepath" :"news/2016/08/2016-08-12-did-we-do-a-good-job-the-answer-is-in-customers-business-outcomes.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/08/2016-08-12-did-we-do-a-good-job-the-answer-is-in-customers-business-outcomes.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/08/2016-08-12-did-we-do-a-good-job-the-answer-is-in-customers-business-outcomes.md","slug" : "did-we-do-a-good-job-the-answer-is-in-customers-business-outcomes","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/08/12/did-we-do-a-good-job-the-answer-is-in-customers-business-outcomes/" },{"title" :"CSAT, NPS, and CES: 3 Easy Ways to Measure Customer Experience (CX)","summary" : "Have you ever wondered how to measure a customer’s experience? I’ve thought about it, specifically about how to measure the experience with services from government agencies. This is a complex topic because government services can be vastly different from each other.","date" : "2016-08-05T14:00:45-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"craig-chavez" : "Craig Chavez"},"topics" : { "analytics" : "Analytics", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "information-collection" : "Information collection" },"branch" : "bc-archive-content-3", "filename" :"2016-08-05-csat-nps-ces-3-easy-ways-to-measure-customer-experience-cx.md", "filepath" :"news/2016/08/2016-08-05-csat-nps-ces-3-easy-ways-to-measure-customer-experience-cx.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/08/2016-08-05-csat-nps-ces-3-easy-ways-to-measure-customer-experience-cx.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/08/2016-08-05-csat-nps-ces-3-easy-ways-to-measure-customer-experience-cx.md","slug" : "csat-nps-ces-3-easy-ways-to-measure-customer-experience-cx","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/08/05/csat-nps-ces-3-easy-ways-to-measure-customer-experience-cx/" },{"title" :"What\u0026#8217;s All The Fuss Around Customer Experience?","summary" : "Have you been hearing the terms “Customer Experience” or “CX” a lot lately? Maybe you’re wondering how they relate to customer service, or maybe you want to learn more about CX and how it can help your customers. Whether you directly interact with customers, support front line employees, or manage program operations, your work has","date" : "2016-07-29T10:00:56-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"alison-sturgeon" : "Alison Sturgeon"},"topics" : { "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"2016-07-29-whats-all-the-fuss-around-customer-experience.md", "filepath" :"news/2016/07/2016-07-29-whats-all-the-fuss-around-customer-experience.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/07/2016-07-29-whats-all-the-fuss-around-customer-experience.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/07/2016-07-29-whats-all-the-fuss-around-customer-experience.md","slug" : "whats-all-the-fuss-around-customer-experience","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/07/29/whats-all-the-fuss-around-customer-experience/" },{"title" :"The Data Briefing: Mobile Apps, Responsive Web Sites, and the \u0026#8220;Mobile Moment\u0026#8221;","summary" : "The debate between responsive websites and mobile apps took a decisive turn this week when the United Kingdom’s Digital Service (UKDS) banned the creation of mobile apps. In an interview with GovInsider, the founder of UKDS, Ben Terrett, explained that mobile apps were too expensive to build and maintain. Responsive websites were easier to build","date" : "2016-07-13T10:00:43-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"bbrantley" : "Bill Brantley"},"topics" : { "analytics" : "Analytics", "artificial intelligence" : "Artificial intelligence", "customer-experience" : "Customer experience", "emerging-tech" : "Emerging tech", "mobile" : "Mobile", "open-data" : "Open data" },"branch" : "bc-archive-content-3", "filename" :"2016-07-13-the-data-briefing-mobile-apps-responsive-web-sites-and-the-mobile-moment.md", "filepath" :"news/2016/07/2016-07-13-the-data-briefing-mobile-apps-responsive-web-sites-and-the-mobile-moment.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/07/2016-07-13-the-data-briefing-mobile-apps-responsive-web-sites-and-the-mobile-moment.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/07/2016-07-13-the-data-briefing-mobile-apps-responsive-web-sites-and-the-mobile-moment.md","slug" : "the-data-briefing-mobile-apps-responsive-web-sites-and-the-mobile-moment","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/07/13/the-data-briefing-mobile-apps-responsive-web-sites-and-the-mobile-moment/" },{"title" :"The Data Briefing: I, For One, Welcome Our New Chatbot Blockchain Digital Autonomous Organizations","summary" : "It is at the intersections of fields where you find the most fascinating and innovative concepts. Recently, a conference on “Open Human Resources and the Cognitive Era” explored the use of chatbots and blockchain technologies in human resources. Human Resources (HR) is quietly undergoing a revolution as many HR practitioners are transforming HR by using","date" : "2016-07-06T11:00:56-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"bbrantley" : "Bill Brantley"},"topics" : { "application-programming-interface" : "Application programming interface", "artificial-intelligence" : "Artificial intelligence", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "emerging-tech" : "Emerging tech", "open-data" : "Open data", "product-and-project-management" : "Product and project management", "security" : "Security", "software-engineering" : "Software engineering", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2016-07-06-the-data-briefing-i-for-one-welcome-our-new-chatbot-blockchain-digital-autonomous-organizations.md", "filepath" :"news/2016/07/2016-07-06-the-data-briefing-i-for-one-welcome-our-new-chatbot-blockchain-digital-autonomous-organizations.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/07/2016-07-06-the-data-briefing-i-for-one-welcome-our-new-chatbot-blockchain-digital-autonomous-organizations.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/07/2016-07-06-the-data-briefing-i-for-one-welcome-our-new-chatbot-blockchain-digital-autonomous-organizations.md","slug" : "the-data-briefing-i-for-one-welcome-our-new-chatbot-blockchain-digital-autonomous-organizations","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/07/06/the-data-briefing-i-for-one-welcome-our-new-chatbot-blockchain-digital-autonomous-organizations/" },{"title" :"Our CX Recipe for Success: Complete with Ingredient List and Substitutions!","summary" : "If you were to spend any time with me in the kitchen, you would often find me searching out substitutions for ingredients that I don’t have on hand or have to drive 100 miles to find. I don’t want to abandon the recipe, so I substitute instead. I find that in the world of internal","date" : "2016-05-31T12:15:34-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tanya-mcilravy" : "Tanya McIlravy"},"topics" : { "accessibility" : "Accessibility", "customer-experience" : "Customer experience", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2016-05-31-our-cx-recipe-for-success-complete-with-ingredient-list-and-substitutions.md", "filepath" :"news/2016/05/2016-05-31-our-cx-recipe-for-success-complete-with-ingredient-list-and-substitutions.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/05/2016-05-31-our-cx-recipe-for-success-complete-with-ingredient-list-and-substitutions.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/05/2016-05-31-our-cx-recipe-for-success-complete-with-ingredient-list-and-substitutions.md","slug" : "our-cx-recipe-for-success-complete-with-ingredient-list-and-substitutions","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/05/31/our-cx-recipe-for-success-complete-with-ingredient-list-and-substitutions/" },{"title" :"The Content Corner: Is Scheduling Social Media Posts Truly Social?","summary" : "Good communicators are always…well…evaluating the way they communicate. As we think of the “customer experience,” it is key to constantly consider your methods for engaging with your audience. Just as the platforms themselves continue to change to keep their audience, continuing to refine our ways of sending messages will assure that you don’t get left","date" : "2016-05-23T11:10:49-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"kyle-s-richardson" : "Kyle S. Richardson"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "social-media" : "Social media", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2016-05-23-the-content-corner-is-scheduling-social-media-posts-truly-social.md", "filepath" :"news/2016/05/2016-05-23-the-content-corner-is-scheduling-social-media-posts-truly-social.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/05/2016-05-23-the-content-corner-is-scheduling-social-media-posts-truly-social.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/05/2016-05-23-the-content-corner-is-scheduling-social-media-posts-truly-social.md","slug" : "the-content-corner-is-scheduling-social-media-posts-truly-social","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/05/23/the-content-corner-is-scheduling-social-media-posts-truly-social/" },{"title" :"Kids.Gov Reenvisioned","summary" : "At USAGov, we always put our customers first. In the wake of our rebranding efforts, our desire to create a positive user experience across the organization has pushed us to turn a scrutinous eye toward Kids.gov; a site focused on providing information and resources to parents, teachers, and kids.","date" : "2016-05-23T10:00:16-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"megan-fella" : "Megan Fella"},"topics" : { "analytics" : "Analytics", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "design" : "Design", "human-centered-design" : "Human-centered design", "product-and-project-management" : "Product and project management", "research" : "Research", "usability" : "Usability", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2016-05-23-kids-gov-reenvisioned.md", "filepath" :"news/2016/05/2016-05-23-kids-gov-reenvisioned.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/05/2016-05-23-kids-gov-reenvisioned.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/05/2016-05-23-kids-gov-reenvisioned.md","slug" : "kids-gov-reenvisioned","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/05/23/kids-gov-reenvisioned/" },{"title" :"Improving Internal Communications: Best Practices","summary" : "Customers are not the only group with whom we need to effectively communicate as we work to improve our quality of service. Effective communication between employees and leadership is critical to improving the customer experience. Front line employees interact with the public on a regular basis, and if employees do not have the information they","date" : "2016-05-20T10:00:55-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"alison-sturgeon" : "Alison Sturgeon"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2016-05-20-improving-internal-communications-best-practices.md", "filepath" :"news/2016/05/2016-05-20-improving-internal-communications-best-practices.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/05/2016-05-20-improving-internal-communications-best-practices.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/05/2016-05-20-improving-internal-communications-best-practices.md","slug" : "improving-internal-communications-best-practices","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/05/20/improving-internal-communications-best-practices/" },{"title" :"Customer Experience Performance Metrics: Two Sides to Every Story","summary" : "Performance metrics, targets and public reporting are not new in government; however, customer-oriented metrics have been underutilized and under-reported publicly for a long time. Today, as the principles of customer experience as a management discipline gain momentum across the federal government, there is an opportunity to use data to tell more of the story where","date" : "2016-05-16T10:00:06-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"stephanie-thum" : "Stephanie Thum"},"topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2016-05-16-customer-experience-performance-metrics-two-sides-to-every-story.md", "filepath" :"news/2016/05/2016-05-16-customer-experience-performance-metrics-two-sides-to-every-story.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/05/2016-05-16-customer-experience-performance-metrics-two-sides-to-every-story.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/05/2016-05-16-customer-experience-performance-metrics-two-sides-to-every-story.md","slug" : "customer-experience-performance-metrics-two-sides-to-every-story","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/05/16/customer-experience-performance-metrics-two-sides-to-every-story/" },{"title" :"Help Customer Experience Drive Change at Your Agency","summary" : "With the recent launch of the Core Federal Services Council—which seeks to improve the customer experience for core federal programs by ensuring use of customer feedback data and identifying strategies—building on the Feedback USA pilot, the Federal Front Door and other customer experience initiatives, 2016 may in fact be the Year of the Customer. But,","date" : "2016-05-10T04:28:03-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"andreanocesigritz" : "Andrea Sigritz"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2016-05-10-help-customer-experience-drive-change-at-your-agency.md", "filepath" :"news/2016/05/2016-05-10-help-customer-experience-drive-change-at-your-agency.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/05/2016-05-10-help-customer-experience-drive-change-at-your-agency.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/05/2016-05-10-help-customer-experience-drive-change-at-your-agency.md","slug" : "help-customer-experience-drive-change-at-your-agency","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/05/10/help-customer-experience-drive-change-at-your-agency/" },{"title" :"The Data Briefing: Chatbots and the Rise of Conversational Commerce and Citizen Experience","summary" : "Ten months ago, I wrote about the rise of the post-app world in which mobile personal assistants would do the work of five to 10 apps combined. These mobile personal assistants, now known as chatbots, would work through conversational interfaces (voice and instant messaging, for example). The idea is to build more natural interfaces for people","date" : "2016-04-20T11:00:59-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"bbrantley" : "Bill Brantley"},"topics" : { "application-programming-interface" : "Application programming interface", "artificial-intelligence" : "Artificial intelligence", "customer-experience" : "Customer experience", "emerging-tech" : "Emerging tech", "multimedia" : "Multimedia", "open-data" : "Open data", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2016-04-20-the-data-briefing-chatbots-and-the-rise-of-conversational-commerce-and-citizen-experience.md", "filepath" :"news/2016/04/2016-04-20-the-data-briefing-chatbots-and-the-rise-of-conversational-commerce-and-citizen-experience.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/04/2016-04-20-the-data-briefing-chatbots-and-the-rise-of-conversational-commerce-and-citizen-experience.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/04/2016-04-20-the-data-briefing-chatbots-and-the-rise-of-conversational-commerce-and-citizen-experience.md","slug" : "the-data-briefing-chatbots-and-the-rise-of-conversational-commerce-and-citizen-experience","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/04/20/the-data-briefing-chatbots-and-the-rise-of-conversational-commerce-and-citizen-experience/" },{"title" :"Creating a Culture of Engagement \u0026#8211; Webinar Recap","summary" : "Employee engagement, evidenced by displays of dedication, persistence, effort and overall attachment to organization and mission, is a key factor in business success, but it can be a struggle for government organizations. Organizational leaders seeking to cultivate a culture of engagement need tangible examples of how to successfully move the needle in a positive direction.","date" : "2016-03-18T11:00:57-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"john-paul" : "John Paul","rflagg" : "Rachel Flagg"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2016-03-18-creating-a-culture-of-engagement-webinar-recap.md", "filepath" :"news/2016/03/2016-03-18-creating-a-culture-of-engagement-webinar-recap.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/03/2016-03-18-creating-a-culture-of-engagement-webinar-recap.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/03/2016-03-18-creating-a-culture-of-engagement-webinar-recap.md","slug" : "creating-a-culture-of-engagement-webinar-recap","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/03/18/creating-a-culture-of-engagement-webinar-recap/" },{"title" :"Picture This: 3 Ways to Zoom In On Cross-Agency Collaboration","summary" : "Cross-agency collaboration in the federal government has become a prevalent topic, more widely spoken and written about in the recent past than ever before, thanks, in part, to a bigger-than-ever focus on customer experience as a way of thinking within government. Rising customer expectations, advances in technology, and recommendations from government oversight organizations continue to","date" : "2016-03-04T10:00:09-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"stephanie-thum" : "Stephanie Thum"},"topics" : { "customer-experience" : "Customer experience", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2016-03-04-picture-this-3-ways-to-zoom-in-on-cross-agency-collaboration.md", "filepath" :"news/2016/03/2016-03-04-picture-this-3-ways-to-zoom-in-on-cross-agency-collaboration.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/03/2016-03-04-picture-this-3-ways-to-zoom-in-on-cross-agency-collaboration.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/03/2016-03-04-picture-this-3-ways-to-zoom-in-on-cross-agency-collaboration.md","slug" : "picture-this-3-ways-to-zoom-in-on-cross-agency-collaboration","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/03/04/picture-this-3-ways-to-zoom-in-on-cross-agency-collaboration/" },{"title" :"Case Study: OCSIT’s Email Customer Survey Process","summary" : "To help us gauge the effectiveness of the programs we offer to other government agencies, we launched our first Government Customer Experience Index (GCXi) survey in 2013.","date" : "2016-01-29T10:00:34-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : { "customer-experience" : "Customer experience", "information-collection" : "Information collection", "research" : "Research" },"branch" : "bc-archive-content-3", "filename" :"2016-01-29-case-study-ocsits-email-customer-survey-process.md", "filepath" :"news/2016/01/2016-01-29-case-study-ocsits-email-customer-survey-process.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/01/2016-01-29-case-study-ocsits-email-customer-survey-process.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/01/2016-01-29-case-study-ocsits-email-customer-survey-process.md","slug" : "case-study-ocsits-email-customer-survey-process","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/01/29/case-study-ocsits-email-customer-survey-process/" },{"title" :"Government Customer Service Policies \u0026 Requirements: 1993 to Present","summary" : "A list of government customer service policies and requirements.","date" : "2016-01-07T05:41:53-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : { "customer-experience" : "Customer experience", "public-policy" : "Public policy" },"branch" : "bc-archive-content-3", "filename" :"government-customer-service-policies-requirements-1993-to-present.md", "filepath" :"resources/government-customer-service-policies-requirements-1993-to-present.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/government-customer-service-policies-requirements-1993-to-present.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/government-customer-service-policies-requirements-1993-to-present.md","slug" : "government-customer-service-policies-requirements-1993-to-present","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/government-customer-service-policies-requirements-1993-to-present/" },{"title" :"Digging Into the Data of Our Customer Survey","summary" : "As a follow-up to the recent post about our annual customer satisfaction survey, we wanted to dig into the data and share some of the overall results to give you some more insights into how we’re using your feedback to improve our programs and services.","date" : "2016-01-05T09:00:06-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : { "budgeting-and-performance" : "Budgeting and performance", "challenges-and-prize-competitions" : "Challenges and prize competitions", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "information-collection" : "Information collection", "mobile" : "Mobile", "professional-development" : "Professional development", "social-media" : "Social media", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2016-01-05-digging-into-the-data-of-our-customer-survey.md", "filepath" :"news/2016/01/2016-01-05-digging-into-the-data-of-our-customer-survey.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2016/01/2016-01-05-digging-into-the-data-of-our-customer-survey.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2016/01/2016-01-05-digging-into-the-data-of-our-customer-survey.md","slug" : "digging-into-the-data-of-our-customer-survey","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/01/05/digging-into-the-data-of-our-customer-survey/" },{"title" :"CX Community—Year One","summary" : "Customer experience, or CX, is everywhere these days. If you’re wondering how customer experience differs from customer service, customer service usually involves a single interaction, such as a phone call to your cable company, while the customer experience encompasses the entire relationship.","date" : "2015-12-30T10:00:47-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : { "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-12-30-cx-community-year-one.md", "filepath" :"news/2015/12/2015-12-30-cx-community-year-one.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/12/2015-12-30-cx-community-year-one.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/12/2015-12-30-cx-community-year-one.md","slug" : "cx-community-year-one","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/30/cx-community-year-one/" },{"title" :"OCSIT’s 2015 Customer Survey—What We Learned","summary" : "Three years ago, GSA’s Office of Citizen Services and Innovative Technologies (OCSIT) set out to design a system to consistently measure customer satisfaction across our office. We were inspired by the Digital Government Strategy, which tasks agencies to adopt a customer-centric approach to service delivery.","date" : "2015-12-28T10:00:13-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : { "analytics" : "Analytics", "budgeting-and-performance" : "Budgeting and performance", "customer-experience" : "Customer experience", "information-collection" : "Information collection", "security" : "Security", "terms-of-service" : "Terms of service" },"branch" : "bc-archive-content-3", "filename" :"2015-12-28-ocsits-2015-customer-survey-what-we-learned.md", "filepath" :"news/2015/12/2015-12-28-ocsits-2015-customer-survey-what-we-learned.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/12/2015-12-28-ocsits-2015-customer-survey-what-we-learned.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/12/2015-12-28-ocsits-2015-customer-survey-what-we-learned.md","slug" : "ocsits-2015-customer-survey-what-we-learned","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/28/ocsits-2015-customer-survey-what-we-learned/" },{"title" :"After the Survey: Turning Customer Feedback into Action","summary" : "Doing business with any U.S. government agency can be a daunting task. For example, in the case of customers new to EXIM Bank, there are application forms to complete, rules to understand, processes to navigate and conditions that have to be met in order to work with our agency.","date" : "2015-12-22T10:00:42-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"stephanie-thum" : "Stephanie Thum"},"topics" : { "customer-experience" : "Customer experience", "information-collection" : "Information collection", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-12-22-after-the-survey-turning-customer-feedback-into-action.md", "filepath" :"news/2015/12/2015-12-22-after-the-survey-turning-customer-feedback-into-action.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/12/2015-12-22-after-the-survey-turning-customer-feedback-into-action.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/12/2015-12-22-after-the-survey-turning-customer-feedback-into-action.md","slug" : "after-the-survey-turning-customer-feedback-into-action","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/22/after-the-survey-turning-customer-feedback-into-action/" },{"title" :"Government Customer Service Update—Webinar Recap","summary" : "When the public comes to the federal government for information and services, they should receive an optimal customer experience. The Customer Service CAP goal spells out specific strategies to help us achieve this.","date" : "2015-12-14T13:00:28-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jsnee" : "Jacqueline Snee"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-12-14-government-customer-service-update-webinar-recap.md", "filepath" :"news/2015/12/2015-12-14-government-customer-service-update-webinar-recap.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/12/2015-12-14-government-customer-service-update-webinar-recap.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/12/2015-12-14-government-customer-service-update-webinar-recap.md","slug" : "government-customer-service-update-webinar-recap","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/14/government-customer-service-update-webinar-recap/" },{"title" :"Connecting with the Social and Behavioral Sciences Team","summary" : "The new Social and Behavioral Sciences Team (SBST) aims to make government programs more effective and efficient. Amira Choueiki from the SBST joined us to explain what the SBST does, and to discuss some of the projects they’ve worked on.","date" : "2015-12-09T01:40:55-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jsnee" : "Jacqueline Snee","rflagg" : "Rachel Flagg"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2015-12-09-connecting-with-the-social-and-behavioral-sciences-team.md", "filepath" :"news/2015/12/2015-12-09-connecting-with-the-social-and-behavioral-sciences-team.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/12/2015-12-09-connecting-with-the-social-and-behavioral-sciences-team.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/12/2015-12-09-connecting-with-the-social-and-behavioral-sciences-team.md","slug" : "connecting-with-the-social-and-behavioral-sciences-team","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/09/connecting-with-the-social-and-behavioral-sciences-team/" },{"title" :"CX Data in Action Series: Case Study #1","summary" : "It’s not new that agencies are inundated with data, but what data should you collect to improve your agency’s programs and enhance the customer experience? The Department of Labor’s Employee Benefit Security Administration’s (EBSA) has been perfecting their process to collect actionable data for the past 14 years.","date" : "2015-12-07T11:10:18-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jacqueline-snee" : "Jacqueline Snee","rflagg" : "Rachel Flagg"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-12-07-cx-data-in-action-series-case-study-1.md", "filepath" :"news/2015/12/2015-12-07-cx-data-in-action-series-case-study-1.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/12/2015-12-07-cx-data-in-action-series-case-study-1.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/12/2015-12-07-cx-data-in-action-series-case-study-1.md","slug" : "cx-data-in-action-series-case-study-1","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/07/cx-data-in-action-series-case-study-1/" },{"title" :"UX vs. CX: What\u0026#8217;s the Dif? Part 2","summary" : "In honor of World Usability Day, which happened on November 12, we’d like to demystify two extremely important and oft-confusing acronyms—CX and UX. Customer Experience (CX) and User Experience (UX), while related, focus on different aspects of service delivery.","date" : "2015-11-20T11:10:26-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : { "customer-experience" : "Customer experience", "usability" : "Usability", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2015-11-20-ux-vs-cx-whats-the-dif-part-2.md", "filepath" :"news/2015/11/2015-11-20-ux-vs-cx-whats-the-dif-part-2.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/11/2015-11-20-ux-vs-cx-whats-the-dif-part-2.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/11/2015-11-20-ux-vs-cx-whats-the-dif-part-2.md","slug" : "ux-vs-cx-whats-the-dif-part-2","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/11/20/ux-vs-cx-whats-the-dif-part-2/" },{"title" :"Executive Order 13571 \u0026mdash; Streamlining Service Delivery and Improving Customer Service","summary" : "Executive Order 13571 requires agencies that provide significant services directly to the public to identify and survey their customers, establish service standards and track performance against those standards, and benchmark customer service performance against the best in business.","date" : "2015-11-12T03:18:42-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"andreanocesigritz" : "Andrea Sigritz"},"topics" : { "customer-experience" : "Customer experience", "public-policy" : "Public policy" },"branch" : "bc-archive-content-3", "filename" :"executive-order-13571-streamlining-service-delivery-and-improving-customer-service.md", "filepath" :"resources/executive-order-13571-streamlining-service-delivery-and-improving-customer-service.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/executive-order-13571-streamlining-service-delivery-and-improving-customer-service.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/executive-order-13571-streamlining-service-delivery-and-improving-customer-service.md","slug" : "executive-order-13571-streamlining-service-delivery-and-improving-customer-service","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/executive-order-13571-streamlining-service-delivery-and-improving-customer-service/" },{"title" :"M-11-24 Implementing Executive Order 13571 on Streamlining Service Delivery and Improving Customer Service","summary" : "Memo M-11-24 is guidance to Implement Executive Order 13571.","date" : "2015-11-12T03:17:48-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"andreanocesigritz" : "Andrea Sigritz"},"topics" : { "customer-experience" : "Customer experience", "public-policy" : "Public policy" },"branch" : "bc-archive-content-3", "filename" :"m-11-24-implementing-executive-order-13571-on-streamlining-service-delivery-and-improving-customer-service.md", "filepath" :"resources/m-11-24-implementing-executive-order-13571-on-streamlining-service-delivery-and-improving-customer-service.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/m-11-24-implementing-executive-order-13571-on-streamlining-service-delivery-and-improving-customer-service.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/m-11-24-implementing-executive-order-13571-on-streamlining-service-delivery-and-improving-customer-service.md","slug" : "m-11-24-implementing-executive-order-13571-on-streamlining-service-delivery-and-improving-customer-service","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/m-11-24-implementing-executive-order-13571-on-streamlining-service-delivery-and-improving-customer-service/" },{"title" :"DigitalGov Summit Recap: Innovation Through Customer Experience","summary" : "A panel discussion at the 2015 DigitalGov Citizen Services Summit delved into customer experience (CX) work at three agencies with diverse missions.","date" : "2015-10-30T11:10:21-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"awichman" : "Ashley Wichman"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-10-30-digitalgov-summit-recap-innovation-through-customer-experience.md", "filepath" :"news/2015/10/2015-10-30-digitalgov-summit-recap-innovation-through-customer-experience.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/10/2015-10-30-digitalgov-summit-recap-innovation-through-customer-experience.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/10/2015-10-30-digitalgov-summit-recap-innovation-through-customer-experience.md","slug" : "digitalgov-summit-recap-innovation-through-customer-experience","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/10/30/digitalgov-summit-recap-innovation-through-customer-experience/" },{"title" :"Gov Analytics Breakdown #2: Mobile Is Bigger than Ever","summary" : "A review of the Digital Analytics Program (DAP) data confirms what many are already saying: Content is being viewed on mobile devices more than ever before, and the percentage of sessions via mobile devices is growing.","date" : "2015-10-21T13:22:30-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tlowden" : "Tim Lowden"},"topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience", "mobile" : "Mobile", "open-data" : "Open data", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2015-10-21-gov-analytics-breakdown-2-mobile-is-bigger-than-ever.md", "filepath" :"news/2015/10/2015-10-21-gov-analytics-breakdown-2-mobile-is-bigger-than-ever.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/10/2015-10-21-gov-analytics-breakdown-2-mobile-is-bigger-than-ever.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/10/2015-10-21-gov-analytics-breakdown-2-mobile-is-bigger-than-ever.md","slug" : "gov-analytics-breakdown-2-mobile-is-bigger-than-ever","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/10/21/gov-analytics-breakdown-2-mobile-is-bigger-than-ever/" },{"title" :"National Customer Service Week Is Over, but Our Work Is Not!","summary" : "Get your customer personas right, and you will improve the customer experience (CX) for the rest of your audience. That’s advice Rick Parrish from Forrester Research gave in response to an audience question during the September 29 DigitalGov University webinar on the state of CX in the federal government. Your key customers are those that are most important to the organization, and often most","date" : "2015-10-20T10:00:56-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ktrebon" : "Karen Trebon"},"topics" : { "accessibility" : "Accessibility", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "research" : "Research", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2015-10-20-national-customer-service-week-is-over-but-our-work-is-not.md", "filepath" :"news/2015/10/2015-10-20-national-customer-service-week-is-over-but-our-work-is-not.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/10/2015-10-20-national-customer-service-week-is-over-but-our-work-is-not.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/10/2015-10-20-national-customer-service-week-is-over-but-our-work-is-not.md","slug" : "national-customer-service-week-is-over-but-our-work-is-not","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/10/20/national-customer-service-week-is-over-but-our-work-is-not/" },{"title" :"5 Factors to Building a Successful Government-wide Digital Analytics Program","summary" : "Launched just three years ago, the Digital Analytics Program (DAP) continues to drive the 2012 Digital Government Strategy’s mission to improve the citizen experience by streamlining the collection and analysis of digital analytics data on a federal government-wide scale. The DAP officially launched on October 15, 2012 with a release of its first version of","date" : "2015-10-20T03:15:07-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"gwynne-kostin" : "Gwynne Kostin","marina-fox" : "Marina Fox"},"topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience", "professional-development" : "Professional development" },"branch" : "bc-archive-content-3", "filename" :"2015-10-20-5-factors-for-building-a-successful-government-wide-digital-analytics-program.md", "filepath" :"news/2015/10/2015-10-20-5-factors-for-building-a-successful-government-wide-digital-analytics-program.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/10/2015-10-20-5-factors-for-building-a-successful-government-wide-digital-analytics-program.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/10/2015-10-20-5-factors-for-building-a-successful-government-wide-digital-analytics-program.md","slug" : "5-factors-for-building-a-successful-government-wide-digital-analytics-program","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/10/20/5-factors-for-building-a-successful-government-wide-digital-analytics-program/" },{"title" :"Understanding Your Customer","summary" : "How well do you know your customers? There’s a new guide out from the Excellence In Government (EIG) Fellows Program to help you do just that. Led by the Partnership for Public Service, EIG is a federal government initiative to train future leaders. This year, three hundred federal employees took the EIG journey to learn","date" : "2015-09-22T10:00:26-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"andrea-d-williamson" : "Andrea D. Williamson"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-09-22-understanding-your-customer-2.md", "filepath" :"news/2015/09/2015-09-22-understanding-your-customer-2.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/09/2015-09-22-understanding-your-customer-2.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/09/2015-09-22-understanding-your-customer-2.md","slug" : "understanding-your-customer-2","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/09/22/understanding-your-customer-2/" },{"title" :"Using Customer Feedback to Improve HealthCare.gov","summary" : "We recently polled the Customer Experience Community of Practice (CX-COP) to discover what kinds of training people needed most to improve customer experience at their agency.","date" : "2015-09-17T11:10:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jacqueline-snee" : "Jacqueline Snee"},"topics" : { "customer-experience" : "Customer experience", "information-collection" : "Information collection", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-09-17-using-customer-feedback-to-improve-healthcare-gov.md", "filepath" :"news/2015/09/2015-09-17-using-customer-feedback-to-improve-healthcare-gov.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/09/2015-09-17-using-customer-feedback-to-improve-healthcare-gov.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/09/2015-09-17-using-customer-feedback-to-improve-healthcare-gov.md","slug" : "using-customer-feedback-to-improve-healthcare-gov","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/09/17/using-customer-feedback-to-improve-healthcare-gov/" },{"title" :"How Will You Celebrate Customer Service Week?","summary" : "In 1992, Congress passed Public Law No: 102-481, which proclaimed the first full week in October as National Customer Service Week.","date" : "2015-09-11T11:00:45-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : { "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-09-11-how-will-you-celebrate-customer-service-week.md", "filepath" :"news/2015/09/2015-09-11-how-will-you-celebrate-customer-service-week.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/09/2015-09-11-how-will-you-celebrate-customer-service-week.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/09/2015-09-11-how-will-you-celebrate-customer-service-week.md","slug" : "how-will-you-celebrate-customer-service-week","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/09/11/how-will-you-celebrate-customer-service-week/" },{"title" :"DigitalGov Summit Recap: No Longer the Team of No","summary" : "During a panel discussion at the second annual DigitalGov Citizen Services Summit, a group of self-proclaimed naysayers came together to dispel myths and share advice to help everyone work together.","date" : "2015-09-02T10:00:51-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"andreanocesigritz" : "Andrea Sigritz"},"topics" : { "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"2015-09-02-digitalgov-summit-recap-no-longer-the-team-of-no.md", "filepath" :"news/2015/09/2015-09-02-digitalgov-summit-recap-no-longer-the-team-of-no.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/09/2015-09-02-digitalgov-summit-recap-no-longer-the-team-of-no.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/09/2015-09-02-digitalgov-summit-recap-no-longer-the-team-of-no.md","slug" : "digitalgov-summit-recap-no-longer-the-team-of-no","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/09/02/digitalgov-summit-recap-no-longer-the-team-of-no/" },{"title" :"HUD’s Switchboard Puts Customer Experience and Customer Service Together","summary" : "Customer experience is about making sure needs are met. It’s certainly not a new concept for business; every bookstore has a customer service section. Government agencies are slightly different though. Often people are driven to public services by need or regulation, not choice. Government traditionally didn’t need to court positive attention. The increasing prominence of","date" : "2015-08-27T10:00:16-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"zachary-lerner" : "Zachary Lerner"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-08-27-huds-switchboard-puts-customer-experience-and-customer-service-together.md", "filepath" :"news/2015/08/2015-08-27-huds-switchboard-puts-customer-experience-and-customer-service-together.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/08/2015-08-27-huds-switchboard-puts-customer-experience-and-customer-service-together.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/08/2015-08-27-huds-switchboard-puts-customer-experience-and-customer-service-together.md","slug" : "huds-switchboard-puts-customer-experience-and-customer-service-together","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/08/27/huds-switchboard-puts-customer-experience-and-customer-service-together/" },{"title" :"National Customer Service Week: Coming Soon!","summary" : "Help us celebrate the Everyday Heroes in our agencies during Customer Service Week, October 5-9, 2015. In 1992, Congress passed Public Law No: 102-481, which proclaimed the first full week in October as National Customer Service Week. The Principles and Practices Subgroup of the Customer Service Cross Agency Priority (CAP) Goal has started work on","date" : "2015-08-24T10:00:40-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"alison-sturgeon" : "Alison Sturgeon"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-08-24-national-customer-service-week-coming-soon.md", "filepath" :"news/2015/08/2015-08-24-national-customer-service-week-coming-soon.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/08/2015-08-24-national-customer-service-week-coming-soon.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/08/2015-08-24-national-customer-service-week-coming-soon.md","slug" : "national-customer-service-week-coming-soon","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/08/24/national-customer-service-week-coming-soon/" },{"title" :"Federal Student Aid Customer Experience Journey: A Recap","summary" : "Customer Experience (CX) deserves a voice at an agency’s senior levels. Putting CX","date" : "2015-08-14T10:00:11-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"zachary-lerner" : "Zachary Lerner"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-08-14-federal-student-aid-customer-experience-journey-a-recap.md", "filepath" :"news/2015/08/2015-08-14-federal-student-aid-customer-experience-journey-a-recap.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/08/2015-08-14-federal-student-aid-customer-experience-journey-a-recap.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/08/2015-08-14-federal-student-aid-customer-experience-journey-a-recap.md","slug" : "federal-student-aid-customer-experience-journey-a-recap","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/08/14/federal-student-aid-customer-experience-journey-a-recap/" },{"title" :"Journey Mapping the Customer Experience: A USA.gov Case Study","summary" : "Journey maps are a visual representation of a customer’s end to end journey with your product or service. They are a powerful tool for exploring key interactions and experiences with your organization, programs, and/or services. Journey maps describe a customer’s entire journey, even the parts that occur before and after contact with your organization. They","date" : "2015-08-12T10:00:21-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"mary-ann-monroe" : "Mary Ann Monroe","michelle-chronister" : "Michelle Chronister"},"topics" : { "analytics" : "Analytics", "contact-centers" : "Contact centers", "customer-experience" : "Customer experience", "research" : "Research", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2015-08-12-journey-mapping-the-customer-experience-a-usa-gov-case-study.md", "filepath" :"news/2015/08/2015-08-12-journey-mapping-the-customer-experience-a-usa-gov-case-study.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/08/2015-08-12-journey-mapping-the-customer-experience-a-usa-gov-case-study.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/08/2015-08-12-journey-mapping-the-customer-experience-a-usa-gov-case-study.md","slug" : "journey-mapping-the-customer-experience-a-usa-gov-case-study","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/08/12/journey-mapping-the-customer-experience-a-usa-gov-case-study/" },{"title" :"New Kid in Town: The Customer Experience Community","summary" : "Cross-Agency Priority (CAP) Goals prioritize activities that all agencies must tackle each year. An important CAP Goal for 2015 addresses customer service and compels federal agencies to improve the quality of service the public receives from the federal government.","date" : "2015-07-31T10:00:20-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jacqueline-snee" : "Jacqueline Snee","rflagg" : "Rachel Flagg"},"topics" : { "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-07-31-new-kid-in-town-the-customer-experience-community.md", "filepath" :"news/2015/07/2015-07-31-new-kid-in-town-the-customer-experience-community.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/07/2015-07-31-new-kid-in-town-the-customer-experience-community.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/07/2015-07-31-new-kid-in-town-the-customer-experience-community.md","slug" : "new-kid-in-town-the-customer-experience-community","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/07/31/new-kid-in-town-the-customer-experience-community/" },{"title" :"Community Rock Star Round Up","summary" : "Around this month’s Communities Theme, the DigitalGov team thought we’d round up your community rock stars. These are people in your communities who’ve gone above and beyond, who’ve contributed content, organized events, participated in developing toolkits and more.","date" : "2015-07-30T10:00:21-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"apiazza" : "Alycia Piazza"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "emerging-tech" : "Emerging tech", "mobile" : "Mobile", "social-media" : "Social media", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2015-07-30-community-rock-star-round-up.md", "filepath" :"news/2015/07/2015-07-30-community-rock-star-round-up.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/07/2015-07-30-community-rock-star-round-up.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/07/2015-07-30-community-rock-star-round-up.md","slug" : "community-rock-star-round-up","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/07/30/community-rock-star-round-up/" },{"title" :"How the Nationals’ Customer Experience Principles Can Be a Home Run for Agencies","summary" : "In June, the new Customer Experience Community of Practice (CX-COP) hosted Jonathan Stahl, Executive Director of Ballpark Operations and Guest Experience of the Washington Nationals, to share best practices on how to deliver a great customer experience.","date" : "2015-07-22T10:00:32-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jacqueline-snee" : "Jacqueline Snee","rflagg" : "Rachel Flagg"},"topics" : { "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"2015-07-22-how-the-nationals-customer-experience-principles-can-be-a-home-run-for-agencies.md", "filepath" :"news/2015/07/2015-07-22-how-the-nationals-customer-experience-principles-can-be-a-home-run-for-agencies.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/07/2015-07-22-how-the-nationals-customer-experience-principles-can-be-a-home-run-for-agencies.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/07/2015-07-22-how-the-nationals-customer-experience-principles-can-be-a-home-run-for-agencies.md","slug" : "how-the-nationals-customer-experience-principles-can-be-a-home-run-for-agencies","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/07/22/how-the-nationals-customer-experience-principles-can-be-a-home-run-for-agencies/" },{"title" :"DigitalGov Podcast: Leaders Come and Go, But Your Customers Will Remain","summary" : "To provide great customer service, bring your agency’s customers to the table. This is one of many insights recently offered by Stephanie Thum, Vice President of Customer Experience at the Export-Import Bank of the United States.","date" : "2015-07-17T13:00:20-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"awichman" : "Ashley Wichman"},"topics" : { "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "podcast" : "Podcast", "product-and-project-management" : "Product and project management" },"primary_image" : { "uid" : "orig-dg-podcast-logo-mei-suseno-istock-getty-images-1148452254", "alt" : "A two-tone podcast microphone icon in the original DigitalGov colors, teal and a salmon pink, is above the horizontal DigitalGov logo.", "width" : "1200", "height" : "630", "credit" : "", "caption" : "Mei Suseno, iStock, Getty Images", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2015-07-17-digitalgov-podcast-leaders-come-and-go-but-your-customers-will-remain.md", "filepath" :"news/2015/07/2015-07-17-digitalgov-podcast-leaders-come-and-go-but-your-customers-will-remain.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/07/2015-07-17-digitalgov-podcast-leaders-come-and-go-but-your-customers-will-remain.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/07/2015-07-17-digitalgov-podcast-leaders-come-and-go-but-your-customers-will-remain.md","slug" : "digitalgov-podcast-leaders-come-and-go-but-your-customers-will-remain","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/07/17/digitalgov-podcast-leaders-come-and-go-but-your-customers-will-remain/" },{"title" :"2015 Customer Service Trends: a Mid-Year Update","summary" : "Earlier this year, we published 15 Government Customer Service Trends for 2015. We’re halfway through the year now—how are these trends holding up? 1. Centralized Customer Offices A few agencies have created centralized customer offices, while others question the need for a single organization that focuses on the customer. As the public’s overall satisfaction with","date" : "2015-07-08T10:00:36-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : { "analytics" : "Analytics", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "human-centered-design" : "Human-centered design", "mobile" : "Mobile", "product-and-project-management" : "Product and project management", "research" : "Research", "social-media" : "Social media", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2015-07-08-customer-service-trends-an-update.md", "filepath" :"news/2015/07/2015-07-08-customer-service-trends-an-update.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/07/2015-07-08-customer-service-trends-an-update.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/07/2015-07-08-customer-service-trends-an-update.md","slug" : "customer-service-trends-an-update","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/07/08/customer-service-trends-an-update/" },{"title" :"Won\u0026#8217;t You Help Your Neighbor? Communities Theme Month on DigitalGov","summary" : "It’s a beautiful day in the DigitalGov neighborhood, and we want you to be our neighbor: no red sweater required. The strength of digital government depends on robust collaboration across agencies, offices, and disciplines. The virtual federal neighborhood collaborates through numerous communities of practice, each of which promotes the open exchange of ideas and resources.","date" : "2015-07-07T13:30:06-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"awichman" : "Ashley Wichman"},"topics" : { "customer-experience" : "Customer experience", "mobile" : "Mobile", "social-media" : "Social media" },"branch" : "bc-archive-content-3", "filename" :"2015-07-07-wont-you-help-your-neighbor-communities-theme-month-on-digitalgov.md", "filepath" :"news/2015/07/2015-07-07-wont-you-help-your-neighbor-communities-theme-month-on-digitalgov.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/07/2015-07-07-wont-you-help-your-neighbor-communities-theme-month-on-digitalgov.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/07/2015-07-07-wont-you-help-your-neighbor-communities-theme-month-on-digitalgov.md","slug" : "wont-you-help-your-neighbor-communities-theme-month-on-digitalgov","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/07/07/wont-you-help-your-neighbor-communities-theme-month-on-digitalgov/" },{"title" :"DigitalGov Citizen Services Summit: Reflections from Our Livestream Host, and Full Recording Now Available!","summary" : "The second annual DigitalGov Citizen Services Summit was held at GSA headquarters in Washington, DC on May 21, 2015.","date" : "2015-06-12T13:30:22-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"bernetta-reese" : "Bernetta Reese"},"topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience", "privacy" : "Privacy", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-06-12-digitalgov-citizen-services-summit-reflections-from-our-livestream-host-and-full-recording-now-available.md", "filepath" :"news/2015/06/2015-06-12-digitalgov-citizen-services-summit-reflections-from-our-livestream-host-and-full-recording-now-available.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/06/2015-06-12-digitalgov-citizen-services-summit-reflections-from-our-livestream-host-and-full-recording-now-available.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/06/2015-06-12-digitalgov-citizen-services-summit-reflections-from-our-livestream-host-and-full-recording-now-available.md","slug" : "digitalgov-citizen-services-summit-reflections-from-our-livestream-host-and-full-recording-now-available","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/06/12/digitalgov-citizen-services-summit-reflections-from-our-livestream-host-and-full-recording-now-available/" },{"title" :"A Conversation with OMB on Customer Service","summary" : "We recently sat down with Lisa Danzig, who’s leading work at the Office of Management and Budget (OMB) on the FY15 Cross Agency Priority (CAP) goal on Customer Service (CS). The CS CAP goal aims to help agencies deliver world-class customer service to citizens that’s on par with leading private","date" : "2015-05-29T11:10:49-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-05-29-a-conversation-with-omb-on-customer-service.md", "filepath" :"news/2015/05/2015-05-29-a-conversation-with-omb-on-customer-service.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/05/2015-05-29-a-conversation-with-omb-on-customer-service.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/05/2015-05-29-a-conversation-with-omb-on-customer-service.md","slug" : "a-conversation-with-omb-on-customer-service","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/29/a-conversation-with-omb-on-customer-service/" },{"title" :"Getting to Know Your Users: Tips and Tricks from Veterans Affairs","summary" : "Design research isn’t rocket science. But for many of us in the federal government, it can seem daunting and unfamiliar. We’re here to to help demystify the process of design research for those of you ready to wade into the waters. We’ve both done our fair share of design researching at the Department of Veterans","date" : "2015-05-29T10:00:22-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"sarah-brooks" : "Sarah Brooks","mollie-ruskin" : "Mollie Ruskin"},"topics" : { "customer-experience" : "Customer experience", "human-centered-design" : "Human-centered design", "product-and-project-management" : "Product and project management", "research" : "Research", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2015-05-29-getting-to-know-your-users-tips-and-tricks-from-veterans-affairs.md", "filepath" :"news/2015/05/2015-05-29-getting-to-know-your-users-tips-and-tricks-from-veterans-affairs.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/05/2015-05-29-getting-to-know-your-users-tips-and-tricks-from-veterans-affairs.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/05/2015-05-29-getting-to-know-your-users-tips-and-tricks-from-veterans-affairs.md","slug" : "getting-to-know-your-users-tips-and-tricks-from-veterans-affairs","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/29/getting-to-know-your-users-tips-and-tricks-from-veterans-affairs/" },{"title" :"Three of the Greatest Books for Customer Experience (That Aren\u0026#8217;t about Customer Experience)","summary" : "Dennis Snow and Jeanne Bliss have always been the customer experience (CX) authorities in my mind. Dennis’s Lessons from the Mouse and Jeanne’s Chief Customer Officer were two of the first books I read that described what the practice of customer experience looked like in the halls of Fortune 500 companies like Lands End and Microsoft,","date" : "2015-05-28T11:10:38-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"stephanie-thum" : "Stephanie Thum"},"topics" : { "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-05-28-three-of-the-greatest-books-for-customer-experience-that-arent-about-customer-experience.md", "filepath" :"news/2015/05/2015-05-28-three-of-the-greatest-books-for-customer-experience-that-arent-about-customer-experience.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/05/2015-05-28-three-of-the-greatest-books-for-customer-experience-that-arent-about-customer-experience.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/05/2015-05-28-three-of-the-greatest-books-for-customer-experience-that-arent-about-customer-experience.md","slug" : "three-of-the-greatest-books-for-customer-experience-that-arent-about-customer-experience","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/28/three-of-the-greatest-books-for-customer-experience-that-arent-about-customer-experience/" },{"title" :"StudentAid.gov: Using Data to Empower Borrowers","summary" : "It’s been a while, but in previous posts, I described what we’ve learned from operating StudentAid.gov, the U.S. Department of Education’s Office of Federal Student Aid website created to educate students and borrowers about the federal student aid programs and process and help them make informed decisions about financing college and career school. We first","date" : "2015-05-27T13:10:12-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"brenda-wensil" : "Brenda Wensil"},"topics" : { "customer-experience" : "Customer experience", "mobile" : "Mobile", "open-data" : "Open data", "product-and-project-management" : "Product and project management", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2015-05-27-studentaid-gov-using-data-to-empower-borrowers.md", "filepath" :"news/2015/05/2015-05-27-studentaid-gov-using-data-to-empower-borrowers.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/05/2015-05-27-studentaid-gov-using-data-to-empower-borrowers.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/05/2015-05-27-studentaid-gov-using-data-to-empower-borrowers.md","slug" : "studentaid-gov-using-data-to-empower-borrowers","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/27/studentaid-gov-using-data-to-empower-borrowers/" },{"title" :"5 Crucial Steps for Conducting an Effective Customer Interview","summary" : "When focusing on customer experience, we all know that we need to truly understand our customer if we expect to provide them with an enjoyable experience. In an effort to do so, organizations often jump right to a survey to identify their customers’ needs and wants.","date" : "2015-05-26T11:10:18-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"victoria-mcfadden" : "Victoria McFadden","anahita-reilly" : "Anahita Reilly"},"topics" : { "customer-experience" : "Customer experience", "information-collection" : "Information collection", "product-and-project-management" : "Product and project management", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2015-05-26-5-crucial-steps-for-conducting-an-effective-customer-interview.md", "filepath" :"news/2015/05/2015-05-26-5-crucial-steps-for-conducting-an-effective-customer-interview.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/05/2015-05-26-5-crucial-steps-for-conducting-an-effective-customer-interview.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/05/2015-05-26-5-crucial-steps-for-conducting-an-effective-customer-interview.md","slug" : "5-crucial-steps-for-conducting-an-effective-customer-interview","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/26/5-crucial-steps-for-conducting-an-effective-customer-interview/" },{"title" :"Top 5 Ways to Increase Email Survey Responses","summary" : "Surveys are a great way to gain valuable insight into your customers’ true interests and needs. With the abundant number of survey tools available, it’s almost too easy to quickly put together a survey and send it out to your target audience.","date" : "2015-05-20T01:30:06-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"zhanrui-kuang" : "Zhanrui Kuang"},"topics" : { "customer-experience" : "Customer experience", "information-collection" : "Information collection", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-05-20-top-5-ways-to-increase-email-survey-responses.md", "filepath" :"news/2015/05/2015-05-20-top-5-ways-to-increase-email-survey-responses.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/05/2015-05-20-top-5-ways-to-increase-email-survey-responses.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/05/2015-05-20-top-5-ways-to-increase-email-survey-responses.md","slug" : "top-5-ways-to-increase-email-survey-responses","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/20/top-5-ways-to-increase-email-survey-responses/" },{"title" :"The Content Corner: Connecting With Customers at Labor","summary" : "Here at DigitalGov, customer service is a focal theme during the month of May, and by some type of cosmic chance, I was invited to share my insights on content strategy and content creation at a Customer Service Community of Practice event at the Department of Labor. The event focused on topics I commonly discuss here","date" : "2015-05-18T10:00:35-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tyrus-manuel" : "Tyrus Manuel"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "data-visualization" : "Data visualization", "plain-language" : "Plain language", "research" : "Research", "social-media" : "Social media" },"branch" : "bc-archive-content-3", "filename" :"2015-05-18-the-content-corner-connecting-with-customers-at-labor.md", "filepath" :"news/2015/05/2015-05-18-the-content-corner-connecting-with-customers-at-labor.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/05/2015-05-18-the-content-corner-connecting-with-customers-at-labor.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/05/2015-05-18-the-content-corner-connecting-with-customers-at-labor.md","slug" : "the-content-corner-connecting-with-customers-at-labor","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/18/the-content-corner-connecting-with-customers-at-labor/" },{"title" :"DigitalGov Summit: Live From the Comfort of Your Desk","summary" : "The DigitalGov platform helps federal agencies meet 21st century digital expectations, and we’ve planned our second DigitalGov Summit with this mission and your needs in mind.","date" : "2015-05-18T02:59:13-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jparcell" : "Jacob Parcell","apiazza" : "Alycia Piazza"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"2015-05-18-digitalgov-summit-live-from-the-comfort-of-your-desk.md", "filepath" :"news/2015/05/2015-05-18-digitalgov-summit-live-from-the-comfort-of-your-desk.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/05/2015-05-18-digitalgov-summit-live-from-the-comfort-of-your-desk.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/05/2015-05-18-digitalgov-summit-live-from-the-comfort-of-your-desk.md","slug" : "digitalgov-summit-live-from-the-comfort-of-your-desk","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/18/digitalgov-summit-live-from-the-comfort-of-your-desk/" },{"title" :"Government Services Through a Life Events Approach","summary" : "The federal government is increasingly focused on designing and delivering citizen-centered services with enhanced experiences that deliver value to customers. These ideals are established in the Presidential Management Agenda Customer Service Cross-Agency Priority Goal, the Digital Government Strategy, and various open government activities. Designing services to be responsive to be life events that drive public","date" : "2015-05-15T13:30:54-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"mary-ann-monroe" : "Mary Ann Monroe"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "research" : "Research" },"branch" : "bc-archive-content-3", "filename" :"2015-05-15-government-services-through-a-life-events-approach.md", "filepath" :"news/2015/05/2015-05-15-government-services-through-a-life-events-approach.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/05/2015-05-15-government-services-through-a-life-events-approach.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/05/2015-05-15-government-services-through-a-life-events-approach.md","slug" : "government-services-through-a-life-events-approach","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/15/government-services-through-a-life-events-approach/" },{"title" :"Our Customer is Your Customer: Working Together to Improve Search on .Gov Websites","summary" : "We know search engines aren’t Magic 8 Balls, but that’s still how we expect them to behave. We want them to answer our complex and burning questions based on just a few words. And we’ve felt that frustration when the top search results don’t serve our needs, and the results page itself makes us work.","date" : "2015-05-14T11:10:59-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"dmccleskey" : "Dawn Pointer McCleskey"},"topics" : { "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "search" : "Search", "search-engine-optimization" : "Search engine optimization" },"branch" : "bc-archive-content-3", "filename" :"2015-05-14-our-customer-is-your-customer-working-together-to-improve-search-on-gov-websites.md", "filepath" :"news/2015/05/2015-05-14-our-customer-is-your-customer-working-together-to-improve-search-on-gov-websites.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/05/2015-05-14-our-customer-is-your-customer-working-together-to-improve-search-on-gov-websites.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/05/2015-05-14-our-customer-is-your-customer-working-together-to-improve-search-on-gov-websites.md","slug" : "our-customer-is-your-customer-working-together-to-improve-search-on-gov-websites","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/14/our-customer-is-your-customer-working-together-to-improve-search-on-gov-websites/" },{"title" :"Three Ways to Evolve Your Agency’s Customer Mindset","summary" : "Customer experience (CX) improvement projects come in many forms, but evolving an agency’s entire mindset to be customer-focused requires far more in the way of commitment, time, staff and organizational patience. As the senior CX lead for a U.S. government agency and an advisory committee member to the President’s Cross-Agency Priority (CAP) goal on customer","date" : "2015-05-13T13:00:46-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"stephanie-thum" : "Stephanie Thum"},"topics" : { "customer-experience" : "Customer experience", "open-data" : "Open data", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-05-13-three-ways-to-evolve-your-agencys-customer-mindset.md", "filepath" :"news/2015/05/2015-05-13-three-ways-to-evolve-your-agencys-customer-mindset.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/05/2015-05-13-three-ways-to-evolve-your-agencys-customer-mindset.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/05/2015-05-13-three-ways-to-evolve-your-agencys-customer-mindset.md","slug" : "three-ways-to-evolve-your-agencys-customer-mindset","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/13/three-ways-to-evolve-your-agencys-customer-mindset/" },{"title" :"Sites Shares Its Path to Improve the Customer Experience","summary" : "As the product manager of Sites, my job is to make sure that our service delivers what we offer: provide an easy, fast and cost‐effective solution for federal agencies that want to create a secure government website to reach the public. With 40 websites that are currently live or in active development, our program is","date" : "2015-05-12T13:00:25-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"coqui-aspiazu" : "Coqui Aspiazu"},"topics" : { "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-05-12-sites-shares-its-path-to-improve-the-customer-experience.md", "filepath" :"news/2015/05/2015-05-12-sites-shares-its-path-to-improve-the-customer-experience.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/05/2015-05-12-sites-shares-its-path-to-improve-the-customer-experience.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/05/2015-05-12-sites-shares-its-path-to-improve-the-customer-experience.md","slug" : "sites-shares-its-path-to-improve-the-customer-experience","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/12/sites-shares-its-path-to-improve-the-customer-experience/" },{"title" :"Customer Experience Roundup 2015","summary" : "Customer experience touches all of the work we do. From Web to mobile to contact centers and social media, we need to not only be aware of our customers’ experiences but also respond quickly and make changes that will enhance their experiences.","date" : "2015-05-11T14:01:57-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"apiazza" : "Alycia Piazza"},"topics" : { "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "research" : "Research" },"branch" : "bc-archive-content-3", "filename" :"2015-05-11-customer-experience-roundup-2015.md", "filepath" :"news/2015/05/2015-05-11-customer-experience-roundup-2015.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/05/2015-05-11-customer-experience-roundup-2015.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/05/2015-05-11-customer-experience-roundup-2015.md","slug" : "customer-experience-roundup-2015","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/11/customer-experience-roundup-2015/" },{"title" :"Customer Experience and User Experience Professionals \u0026#8211; A Match Made in Heaven!","summary" : "Recently, Forrester Research analyst Leah Buley wrote a blog post and report that reminded me of our “what’s the diff?” article on customer experience vs. user experience. In them, she describes the difference between customer experience professionals (CX) and user experience professionals (UX).","date" : "2015-05-08T09:50:44-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ktrebon" : "Karen Trebon"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2015-05-08-customer-experience-and-user-experience-professionals-a-match-made-in-heaven.md", "filepath" :"news/2015/05/2015-05-08-customer-experience-and-user-experience-professionals-a-match-made-in-heaven.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/05/2015-05-08-customer-experience-and-user-experience-professionals-a-match-made-in-heaven.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/05/2015-05-08-customer-experience-and-user-experience-professionals-a-match-made-in-heaven.md","slug" : "customer-experience-and-user-experience-professionals-a-match-made-in-heaven","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/08/customer-experience-and-user-experience-professionals-a-match-made-in-heaven/" },{"title" :"Monthly Theme: Customer Service in the Federal Digital Space","summary" : "“The customer is king.” “The customer is always right.” Regardless of your feelings on these age-old customer service adages, the fact remains: we’re all serving someone. No matter what corner of the federal digital space you occupy, you are connecting with people, and the outcome of those connections matters. To recognize the importance of these","date" : "2015-05-07T14:42:42-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jparcell" : "Jacob Parcell","awichman" : "Ashley Wichman"},"topics" : { "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-05-07-monthly-theme-customer-service-in-the-federal-digital-space.md", "filepath" :"news/2015/05/2015-05-07-monthly-theme-customer-service-in-the-federal-digital-space.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/05/2015-05-07-monthly-theme-customer-service-in-the-federal-digital-space.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/05/2015-05-07-monthly-theme-customer-service-in-the-federal-digital-space.md","slug" : "monthly-theme-customer-service-in-the-federal-digital-space","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/07/monthly-theme-customer-service-in-the-federal-digital-space/" },{"title" :"How Much Will My Agency’s Contact Center Cost?","summary" : "The federal government has caught the customer experience bug. We want our customers to complete their tasks with minimal effort using a streamlined process. If they need personal help, we want it to be quick, polite, and provide the best answer. But that personal help frequently requires a team of highly skilled, dedicated people—a contact","date" : "2015-04-30T11:10:52-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tonya-beres" : "Tonya Beres"},"topics" : { "contact-centers" : "Contact centers", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-04-30-how-much-will-my-agencys-contact-center-cost.md", "filepath" :"news/2015/04/2015-04-30-how-much-will-my-agencys-contact-center-cost.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-30-how-much-will-my-agencys-contact-center-cost.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-30-how-much-will-my-agencys-contact-center-cost.md","slug" : "how-much-will-my-agencys-contact-center-cost","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/30/how-much-will-my-agencys-contact-center-cost/" },{"title" :"Lessons Learned from 4 Decades in Federal Contact Centers","summary" : "For more than 40 years, Warren Snaider has been working at the General Services Administration providing government information to the public. A Senior Federal Information Specialist, Snaider has witnessed government contact centers evolve as technology has changed the way people communicate and access information. Snaider first joined the Federal Information Center in Sacramento in 1972.","date" : "2015-04-28T11:10:38-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"coqui-aspiazu" : "Coqui Aspiazu"},"topics" : { "contact-centers" : "Contact centers", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-04-28-4-decades-of-evolving-technology-in-federal-contact-centers.md", "filepath" :"news/2015/04/2015-04-28-4-decades-of-evolving-technology-in-federal-contact-centers.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-28-4-decades-of-evolving-technology-in-federal-contact-centers.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-28-4-decades-of-evolving-technology-in-federal-contact-centers.md","slug" : "4-decades-of-evolving-technology-in-federal-contact-centers","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/28/4-decades-of-evolving-technology-in-federal-contact-centers/" },{"title" :"Are FAQs Still Relevant?","summary" : "Users have questions. Your content and website navigation can help them find answers, or potentially cause frustration. One tool for answering questions is up for debate: are FAQ sections still relevant in 2015, or are they a relic of bygone days? Nielsen Norman Group recently published two articles arguing for the continued use and usefulness","date" : "2015-04-27T13:10:19-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"awichman" : "Ashley Wichman"},"topics" : { "contact-centers" : "Contact centers", "customer-experience" : "Customer experience", "human-centered-design" : "Human-centered design", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2015-04-27-are-faqs-still-relevant.md", "filepath" :"news/2015/04/2015-04-27-are-faqs-still-relevant.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-27-are-faqs-still-relevant.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-27-are-faqs-still-relevant.md","slug" : "are-faqs-still-relevant","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/27/are-faqs-still-relevant/" },{"title" :"Meeting Customer Needs Through Social Media","summary" : "Social media tools can amplify your agency’s message, but they are also a meeting space for two-way conversations. They can be a key tool to resolve user issues and deliver excellent customer service. This is true for agencies in every corner of the government space. In honor of our monthly contact center theme, we reached","date" : "2015-04-24T12:03:35-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"awichman" : "Ashley Wichman"},"topics" : { "analytics" : "Analytics", "contact-centers" : "Contact centers", "customer-experience" : "Customer experience", "social-media" : "Social media" },"branch" : "bc-archive-content-3", "filename" :"2015-04-24-meeting-customer-needs-through-social-media.md", "filepath" :"news/2015/04/2015-04-24-meeting-customer-needs-through-social-media.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-24-meeting-customer-needs-through-social-media.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-24-meeting-customer-needs-through-social-media.md","slug" : "meeting-customer-needs-through-social-media","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/24/meeting-customer-needs-through-social-media/" },{"title" :"The Ex-Im Bank Annual Conference: A Valuable Tool in the Government CX Toolbox","summary" : "It can be easy to forget that customer experience (CX) improvement efforts within the government sphere aren’t limited to surveys, journey maps, analytics, big data, apps, and technology. Watching Export-Import Bank’s Annual Conference come together, I’m reminded of the fundamental role that interpersonal communication plays in improving customer experience, from the front line of our","date" : "2015-04-20T01:53:13-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"stephanie-thum" : "Stephanie Thum"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-04-20-the-ex-im-bank-annual-conference-a-valuable-tool-in-the-government-cx-toolbox.md", "filepath" :"news/2015/04/2015-04-20-the-ex-im-bank-annual-conference-a-valuable-tool-in-the-government-cx-toolbox.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-20-the-ex-im-bank-annual-conference-a-valuable-tool-in-the-government-cx-toolbox.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-20-the-ex-im-bank-annual-conference-a-valuable-tool-in-the-government-cx-toolbox.md","slug" : "the-ex-im-bank-annual-conference-a-valuable-tool-in-the-government-cx-toolbox","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/20/the-ex-im-bank-annual-conference-a-valuable-tool-in-the-government-cx-toolbox/" },{"title" :"NCI: Reaching the Public via SMS to Change Behaviors","summary" : "SMS messages are an excellent way to reach audiences. The National Cancer Institute (NCI) saw SMS messages as an opportunity to reach the public for the implementation of their Mobile Health Behavioral Intervention Programs. NCI has 15 SMS based programs, including HealthyYouTxt, a program designed to help users live a healthier lifestyle, and SmokeFreeTxt, a","date" : "2015-04-16T11:10:21-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"kdaniel" : "Kendrick Daniel"},"topics" : { "contact-centers" : "Contact centers", "customer-experience" : "Customer experience", "mobile" : "Mobile" },"branch" : "bc-archive-content-3", "filename" :"2015-04-16-nci-reaching-the-public-via-sms-to-change-behaviors.md", "filepath" :"news/2015/04/2015-04-16-nci-reaching-the-public-via-sms-to-change-behaviors.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-16-nci-reaching-the-public-via-sms-to-change-behaviors.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-16-nci-reaching-the-public-via-sms-to-change-behaviors.md","slug" : "nci-reaching-the-public-via-sms-to-change-behaviors","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/16/nci-reaching-the-public-via-sms-to-change-behaviors/" },{"title" :"Government Contact Center Round Up","summary" : "The Government Contact Center Council (G3C) has been working with DigitalGov University to host events for the contact center community across the federal government.","date" : "2015-04-10T10:00:08-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"apiazza" : "Alycia Piazza"},"topics" : { "contact-centers" : "Contact centers", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-04-10-government-contact-center-round-up.md", "filepath" :"news/2015/04/2015-04-10-government-contact-center-round-up.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-10-government-contact-center-round-up.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-10-government-contact-center-round-up.md","slug" : "government-contact-center-round-up","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/10/government-contact-center-round-up/" },{"title" :"Monthly Theme: How Federal Contact Centers Deliver Great Customer Service","summary" : "At the end of last year, DigitalGov posted an article predicting that 2016 would be the year of the customer. Stephanie Thum, Vice President of Customer Experience at Export-Import Bank, looked at the great strides made in federal customer service in 2014 and called it the year of “planting seeds.” She then pointed to 2015","date" : "2015-04-08T09:35:49-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"awichman" : "Ashley Wichman"},"topics" : { "contact-centers" : "Contact centers", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-04-08-monthly-theme-how-federal-contact-centers-deliver-great-customer-service.md", "filepath" :"news/2015/04/2015-04-08-monthly-theme-how-federal-contact-centers-deliver-great-customer-service.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-08-monthly-theme-how-federal-contact-centers-deliver-great-customer-service.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-08-monthly-theme-how-federal-contact-centers-deliver-great-customer-service.md","slug" : "monthly-theme-how-federal-contact-centers-deliver-great-customer-service","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/08/monthly-theme-how-federal-contact-centers-deliver-great-customer-service/" },{"title" :"Using Personas to Better Understand Customers: USA.gov Case Study","summary" : "Personas are fictional characters that describe an organization’s customer behaviors, emotions, attributes, motivations, and goals. They are an important tool to share customer insights and understanding across an organization. Personas also serve as a check to make sure your organization’s actions meet the needs of the majority of customers, including visitors to your website, contact","date" : "2015-04-06T11:49:07-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"michelle-chronister" : "Michelle Chronister"},"topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience", "multilingual" : "Multilingual", "research" : "Research", "search" : "Search", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2015-04-06-using-personas-to-better-understand-customers-usa-gov-case-study.md", "filepath" :"news/2015/04/2015-04-06-using-personas-to-better-understand-customers-usa-gov-case-study.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-06-using-personas-to-better-understand-customers-usa-gov-case-study.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-06-using-personas-to-better-understand-customers-usa-gov-case-study.md","slug" : "using-personas-to-better-understand-customers-usa-gov-case-study","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/06/using-personas-to-better-understand-customers-usa-gov-case-study/" },{"title" :"Trends on Tuesday: Top Five Trends in Mobile App Design for 2015","summary" : "Mobile user habits are a moving target, and designers have to adjust accordingly. Review these top 5 trends in app design for 2015.","date" : "2015-02-17T11:10:27-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jparcell" : "Jacob Parcell"},"topics" : { "customer-experience" : "Customer experience", "design" : "Design", "emerging-tech" : "Emerging tech", "mobile" : "Mobile" },"branch" : "bc-archive-content-3", "filename" :"2015-02-17-trends-on-tuesday-top-five-trends-in-mobile-app-design-for-2015.md", "filepath" :"news/2015/02/2015-02-17-trends-on-tuesday-top-five-trends-in-mobile-app-design-for-2015.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/02/2015-02-17-trends-on-tuesday-top-five-trends-in-mobile-app-design-for-2015.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/02/2015-02-17-trends-on-tuesday-top-five-trends-in-mobile-app-design-for-2015.md","slug" : "trends-on-tuesday-top-five-trends-in-mobile-app-design-for-2015","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/02/17/trends-on-tuesday-top-five-trends-in-mobile-app-design-for-2015/" },{"title" :"Trends on Tuesday: Mobile Marketing on the Rise","summary" : "Marketers are increasingly using SMS, push notifications, mobile apps, location-based functionality and other mobile-first techniques to reach constituents. That’s according to a recent article from Marketingland.com, which provided an overview of the mobile trends presented in Salesforce’s 2015 State of Marketing Report. The report was based on a survey of 5,000 marketers in 10 countries. Some","date" : "2015-01-27T11:10:43-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"awichman" : "Ashley Wichman"},"topics" : { "customer-experience" : "Customer experience", "emerging-tech" : "Emerging tech", "mobile" : "Mobile" },"branch" : "bc-archive-content-3", "filename" :"2015-01-27-trends-on-tuesday-mobile-marketing-on-the-rise.md", "filepath" :"news/2015/01/2015-01-27-trends-on-tuesday-mobile-marketing-on-the-rise.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/01/2015-01-27-trends-on-tuesday-mobile-marketing-on-the-rise.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/01/2015-01-27-trends-on-tuesday-mobile-marketing-on-the-rise.md","slug" : "trends-on-tuesday-mobile-marketing-on-the-rise","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/01/27/trends-on-tuesday-mobile-marketing-on-the-rise/" },{"title" :"Walking in Our Customers\u0026#8217; Shoes","summary" : "The General Services Administration’s (GSA’s) focus on customer experience can be traced back to its inception on July 1, 1949, when President Truman created a new federal agency to manage and store government records, handle emergency preparedness, and stockpile strategic supplies for wartime. While our customer focus has stayed with us, GSA’s mission has morphed","date" : "2015-01-16T10:00:08-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"phaedra-chrousos" : "Phaedra Chrousos"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2015-01-16-walking-in-our-customers-shoes.md", "filepath" :"news/2015/01/2015-01-16-walking-in-our-customers-shoes.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/01/2015-01-16-walking-in-our-customers-shoes.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/01/2015-01-16-walking-in-our-customers-shoes.md","slug" : "walking-in-our-customers-shoes","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/01/16/walking-in-our-customers-shoes/" },{"title" :"15 Government Customer Service Trends for 2015","summary" : "With public expectations at an all-time high, and trust in government nearing all-time lows, agencies need to step up their game. Veterans, seniors, students, taxpayers—all Americans—deserve the best service from their government. Here are our predictions for how the federal government will improve customer service in the coming year: 1. Many agencies will create a","date" : "2015-01-12T10:00:52-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : { "analytics" : "Analytics", "contact-centers" : "Contact centers", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "research" : "Research", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2015-01-12-15-government-customer-service-trends-for-2015.md", "filepath" :"news/2015/01/2015-01-12-15-government-customer-service-trends-for-2015.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/01/2015-01-12-15-government-customer-service-trends-for-2015.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/01/2015-01-12-15-government-customer-service-trends-for-2015.md","slug" : "15-government-customer-service-trends-for-2015","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/01/12/15-government-customer-service-trends-for-2015/" },{"title" :"Trend Watch 2015: What\u0026#8217;s in the Forecast for Digital Government?","summary" : "In January on DigitalGov, we’ll highlight pieces looking at trends we see coming in the digital government space in 2015 and beyond. We have lined up articles around: Customer Service Data 3D Printing at NIH and NASA Accessibility Mobile, and Training. Check back Monday, when we kick-off the month with 15 Government Customer Service Trends.","date" : "2015-01-09T12:44:18-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"andreanocesigritz" : "Andrea Sigritz"},"topics" : { "analytics" : "Analytics", "challenges-and-prize-competitions" : "Challenges and prize competitions", "customer-experience" : "Customer experience", "mobile" : "Mobile", "product-and-project-management" : "Product and project management", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2015-01-09-trend-watch-2015-whats-in-the-forecast-for-digital-government.md", "filepath" :"news/2015/01/2015-01-09-trend-watch-2015-whats-in-the-forecast-for-digital-government.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/01/2015-01-09-trend-watch-2015-whats-in-the-forecast-for-digital-government.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/01/2015-01-09-trend-watch-2015-whats-in-the-forecast-for-digital-government.md","slug" : "trend-watch-2015-whats-in-the-forecast-for-digital-government","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/01/09/trend-watch-2015-whats-in-the-forecast-for-digital-government/" },{"title" :"Trends on Tuesday: Smartphone Users Still Use the Phone for Talking","summary" : "Smartphones are changing how organizations do business—they are more than just smart Web browsers. As I noted last week, purchases from mobile phones have dramatically increased during the holiday shopping season. The infographic from IfByPhone demonstrates how people are using","date" : "2014-12-16T10:57:53-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jparcell" : "Jacob Parcell"},"topics" : { "contact-centers" : "Contact centers", "customer-experience" : "Customer experience", "emerging-tech" : "Emerging tech", "mobile" : "Mobile", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2014-12-16-trends-on-tuesday-smartphone-users-still-use-the-phone-for-talking.md", "filepath" :"news/2014/12/2014-12-16-trends-on-tuesday-smartphone-users-still-use-the-phone-for-talking.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/12/2014-12-16-trends-on-tuesday-smartphone-users-still-use-the-phone-for-talking.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/12/2014-12-16-trends-on-tuesday-smartphone-users-still-use-the-phone-for-talking.md","slug" : "trends-on-tuesday-smartphone-users-still-use-the-phone-for-talking","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/12/16/trends-on-tuesday-smartphone-users-still-use-the-phone-for-talking/" },{"title" :"Will 2016 Be the Federal Government’s ‘Year of the Customer?’","summary" : "As 2014 draws to a close, agencies across the federal government are beginning to think about what the customer experience (CX) landscape will look like in the years ahead. There is little doubt that 2014 saw the government make great strides on this front, setting in motion a number of initiatives that will help ensure","date" : "2014-12-01T10:00:05-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"stephanie-thum" : "Stephanie Thum"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2014-12-01-will-2016-be-the-federal-governments-year-of-the-customer.md", "filepath" :"news/2014/12/2014-12-01-will-2016-be-the-federal-governments-year-of-the-customer.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/12/2014-12-01-will-2016-be-the-federal-governments-year-of-the-customer.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/12/2014-12-01-will-2016-be-the-federal-governments-year-of-the-customer.md","slug" : "will-2016-be-the-federal-governments-year-of-the-customer","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/12/01/will-2016-be-the-federal-governments-year-of-the-customer/" },{"title" :"4 Tips on Great Survey Design","summary" : "Whether they pop up while perusing an e-commerce site or land in your inbox after your bumpy flight in from Chicago, surveys are used in many different industries to gauge customer satisfaction and glean insight into user motivations. They are a useful tool in the kit of a user experience designer or anyone","date" : "2014-11-10T10:00:40-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"georgia-gallavin" : "Georgia Gallavin"},"topics" : { "customer-experience" : "Customer experience", "research" : "Research", "usability" : "Usability", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2014-11-10-4-tips-on-great-survey-design.md", "filepath" :"news/2014/11/2014-11-10-4-tips-on-great-survey-design.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/11/2014-11-10-4-tips-on-great-survey-design.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/11/2014-11-10-4-tips-on-great-survey-design.md","slug" : "4-tips-on-great-survey-design","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/11/10/4-tips-on-great-survey-design/" },{"title" :"Welcome to User Experience Month!","summary" : "One challenge with digital government: it’s hard to see people. If you work at a U.S. Post Office, you interact with your customers, talk with them, and even see what they are feeling by looking at their faces. You can understand their experience fairly easily. In the digital world, technology decreases physical distance but increases","date" : "2014-11-07T12:00:33-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jonathan-rubin" : "Jonathan Rubin"},"topics" : { "customer-experience" : "Customer experience", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2014-11-07-welcome-to-user-experience-month.md", "filepath" :"news/2014/11/2014-11-07-welcome-to-user-experience-month.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/11/2014-11-07-welcome-to-user-experience-month.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/11/2014-11-07-welcome-to-user-experience-month.md","slug" : "welcome-to-user-experience-month","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/11/07/welcome-to-user-experience-month/" },{"title" :"DigitalGov University is Making Changes Thanks to You","summary" : "DigitalGov University took the pulse of our participants this spring and found that our audience wants more information about events, wants us to better communicate the value of programs and wants more access to our programs. DigitalGov University (DGU) is a platform for feds to share ideas, experiences and techniques to meet 21st century public","date" : "2014-11-07T11:19:17-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"apiazza" : "Alycia Piazza"},"topics" : { "customer-experience" : "Customer experience", "professional-development" : "Professional development" },"branch" : "bc-archive-content-3", "filename" :"2014-11-07-digitalgov-university-is-making-changes-thanks-to-you.md", "filepath" :"news/2014/11/2014-11-07-digitalgov-university-is-making-changes-thanks-to-you.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/11/2014-11-07-digitalgov-university-is-making-changes-thanks-to-you.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/11/2014-11-07-digitalgov-university-is-making-changes-thanks-to-you.md","slug" : "digitalgov-university-is-making-changes-thanks-to-you","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/11/07/digitalgov-university-is-making-changes-thanks-to-you/" },{"title" :"Customer Service Week 2014","summary" : "They say that customer experience (CX) is the new marketing. People will tell their friends about their experience with your agency, and social media makes it easy to broadcast whether the experience was easy and enjoyable, or terrible. In 1992, Congress proclaimed the first full week in","date" : "2014-10-09T10:00:53-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2014-10-09-customer-service-week-2014.md", "filepath" :"news/2014/10/2014-10-09-customer-service-week-2014.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/10/2014-10-09-customer-service-week-2014.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/10/2014-10-09-customer-service-week-2014.md","slug" : "customer-service-week-2014","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/10/09/customer-service-week-2014/" },{"title" :"3 Steps to Keep Customers Happy During Times of Change","summary" : "Just like the private sector, government agencies frequently encounter new rules, regulations, policies, and financial realities that impact the way we do business. Of course, change is never easy—and when customers feel the ripple effects of those changes, their satisfaction with an agency can waver. That’s why, during times of change, customer experience leaders should","date" : "2014-09-12T10:00:53-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"stephanie-thum" : "Stephanie Thum"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2014-09-12-3-steps-to-keep-customers-happy-during-times-of-change.md", "filepath" :"news/2014/09/2014-09-12-3-steps-to-keep-customers-happy-during-times-of-change.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/09/2014-09-12-3-steps-to-keep-customers-happy-during-times-of-change.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/09/2014-09-12-3-steps-to-keep-customers-happy-during-times-of-change.md","slug" : "3-steps-to-keep-customers-happy-during-times-of-change","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/09/12/3-steps-to-keep-customers-happy-during-times-of-change/" },{"title" :"Redesigning with Customer Feedback: Child Support Enforcement Usability Case Study","summary" : "The Federal Office of Child Support Enforcement at the Administration for Children and Families had a visually appealing website after an agency-wide redesign of program websites. The problem: Key stakeholders complained they could no longer easily find needed information. Their feedback prompted us to facilitate a UX-minded focus group to recommend improvements that met both users’ business needs and the redesign goals.","date" : "2014-08-19T01:00:49-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"crystal-peeler" : "Crystal Peeler"},"topics" : { "customer-experience" : "Customer experience", "design" : "Design", "research" : "Research", "usability" : "Usability", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2014-08-19-redesigning-with-customer-feedback-child-support-enforcement-usability-case-study.md", "filepath" :"news/2014/08/2014-08-19-redesigning-with-customer-feedback-child-support-enforcement-usability-case-study.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/08/2014-08-19-redesigning-with-customer-feedback-child-support-enforcement-usability-case-study.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/08/2014-08-19-redesigning-with-customer-feedback-child-support-enforcement-usability-case-study.md","slug" : "redesigning-with-customer-feedback-child-support-enforcement-usability-case-study","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/08/19/redesigning-with-customer-feedback-child-support-enforcement-usability-case-study/" },{"title" :"How to Choose a User Experience Technique","summary" : "The good news: Your boss is interested in User Experience! The news: She wants you to do something about it… NOW. Well, don’t be alarmed; you can start by figuring out two simple things.","date" : "2014-08-18T10:00:17-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"pooja-sawant" : "Pooja Sawant"},"topics" : { "customer-experience" : "Customer experience", "research" : "Research", "usability" : "Usability", "user-experience" : "User experience" },"primary_image" : { "uid" : "how-ux-solves-problems-umbrella-image-by-dan-willis-uxcrank", "alt" : "A black line drawing of an open classic umbrella with a curved handle is on a light yellow background. Along the top in black text is, How U X Solves problems. The umbrella shows 6 tips, and each has an element of user experience in black script font. From left to right, they are: visual design, information architecture, interaction design, usability, user research, and content strategy. In the bottom right corner is, Image by Dan Willis (@uxcrank).", "width" : "620", "height" : "461", "credit" : "", "caption" : "Dan Willis, @uxcrank", "format" : "jpg" },"branch" : "bc-archive-content-3", "filename" :"2014-08-18-how-to-choose-a-user-experience-technique.md", "filepath" :"news/2014/08/2014-08-18-how-to-choose-a-user-experience-technique.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/08/2014-08-18-how-to-choose-a-user-experience-technique.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/08/2014-08-18-how-to-choose-a-user-experience-technique.md","slug" : "how-to-choose-a-user-experience-technique","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/08/18/how-to-choose-a-user-experience-technique/" },{"title" :"Delivering a Customer-Focused Government Through Smarter IT","summary" : "As technology changes, government must change with it to address new challenges and take advantage of new opportunities. This Administration has made important strides in modernizing government so that it serves its constituents more effectively and efficiently, but we know there is much more to do. Last year, a group of digital and technology experts","date" : "2014-08-12T14:29:36-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"steven-vanroekel" : "Steven VanRoekel","todd-park" : "Todd Park","beth-cobert" : "Beth Cobert"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "mobile" : "Mobile", "open-data" : "Open data" },"branch" : "bc-archive-content-3", "filename" :"2014-08-12-delivering-a-customer-focused-government-through-smarter-it.md", "filepath" :"news/2014/08/2014-08-12-delivering-a-customer-focused-government-through-smarter-it.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/08/2014-08-12-delivering-a-customer-focused-government-through-smarter-it.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/08/2014-08-12-delivering-a-customer-focused-government-through-smarter-it.md","slug" : "delivering-a-customer-focused-government-through-smarter-it","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/08/12/delivering-a-customer-focused-government-through-smarter-it/" },{"title" :"What is a \u0026#8220;Customer Centric\u0026#8221; Culture \u0026#8211; Part 2","summary" : "Since April of 2011 when President Obama signed Executive Order 13571 mandating agencies improve the quality of service they give to the public, agencies have been working through strategies to best fulfill this task. We at GSA’s Office of Citizen Services and Innovative Technologies (OCSIT) were no exception. Back in September of 2013, we wrote","date" : "2014-08-06T13:00:02-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jacqueline-snee" : "Jacqueline Snee"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2014-08-06-what-is-a-customer-centric-culture-part-2.md", "filepath" :"news/2014/08/2014-08-06-what-is-a-customer-centric-culture-part-2.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/08/2014-08-06-what-is-a-customer-centric-culture-part-2.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/08/2014-08-06-what-is-a-customer-centric-culture-part-2.md","slug" : "what-is-a-customer-centric-culture-part-2","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/08/06/what-is-a-customer-centric-culture-part-2/" },{"title" :"Should Your Agency Be Offering Chat Service?","summary" : "Live Web chat is an important component of good customer service. People like having the option of talking with an agent in real-time without having to pick up the phone. While live chat is not widespread, several agencies have shown great success in serving the public through this alternative channel. At a recent Government Contact","date" : "2014-07-28T01:58:20-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tonya-beres" : "Tonya Beres"},"topics" : { "contact-centers" : "Contact centers", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2014-07-28-should-your-agency-be-offering-chat-service.md", "filepath" :"news/2014/07/2014-07-28-should-your-agency-be-offering-chat-service.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/07/2014-07-28-should-your-agency-be-offering-chat-service.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/07/2014-07-28-should-your-agency-be-offering-chat-service.md","slug" : "should-your-agency-be-offering-chat-service","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/07/28/should-your-agency-be-offering-chat-service/" },{"title" :"User Experience (UX) vs. Customer Experience (CX): What\u0026#8217;s the Dif?","summary" : "“User Experience” and “Customer Experience.” They sound pretty similar, right? Well, here at the Office of Citizen Services and Innovative Technologies, we look at it like this: User Experience (UX) deals with people interacting with your product and the experience they receive from that interaction. UX is measured with metrics like: success rate, error rate,","date" : "2014-07-07T10:00:02-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tlowden" : "Tim Lowden"},"topics" : { "customer-experience" : "Customer experience", "search-engine-optimization" : "Search engine optimization", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2014-07-07-user-experience-ux-vs-customer-experience-cx-whats-the-dif.md", "filepath" :"news/2014/07/2014-07-07-user-experience-ux-vs-customer-experience-cx-whats-the-dif.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/07/2014-07-07-user-experience-ux-vs-customer-experience-cx-whats-the-dif.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/07/2014-07-07-user-experience-ux-vs-customer-experience-cx-whats-the-dif.md","slug" : "user-experience-ux-vs-customer-experience-cx-whats-the-dif","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/07/07/user-experience-ux-vs-customer-experience-cx-whats-the-dif/" },{"title" :"Using Analytics to Create Change: USA.gov Usability Case Study","summary" : "While many people tout the death of the home page, it’s still an important piece of the user experience on USA.gov. In 2013, 30 percent of all sessions on USA.gov included the home page—that’s 8.67 million sessions. The numbers for GobiernoUSA.gov are even higher—79 percent of all sessions included the home page. According to Jakob Nielsen, “A","date" : "2014-07-01T13:00:38-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"michelle-chronister" : "Michelle Chronister"},"topics" : { "analytics" : "Analytics", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "design" : "Design", "mobile" : "Mobile", "multilingual" : "Multilingual", "research" : "Research", "usability" : "Usability", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2014-07-01-using-analytics-to-create-change-usa-gov-usability-case-study.md", "filepath" :"news/2014/07/2014-07-01-using-analytics-to-create-change-usa-gov-usability-case-study.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/07/2014-07-01-using-analytics-to-create-change-usa-gov-usability-case-study.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/07/2014-07-01-using-analytics-to-create-change-usa-gov-usability-case-study.md","slug" : "using-analytics-to-create-change-usa-gov-usability-case-study","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/07/01/using-analytics-to-create-change-usa-gov-usability-case-study/" },{"title" :"Government CX: Where Do You Find the Right Foundational Metrics?","summary" : "Customer service. Customer satisfaction. Improving the customer experience. These buzzwords have become well-trodden territory among government strategists as a new wave of agencies attempt to ignite—or reignite—a focus on customers. Of course, putting customers first is a worthy goal. But what, exactly, do we mean when we use words like “service” and “satisfaction”? These terms","date" : "2014-06-16T10:00:33-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"stephanie-thum" : "Stephanie Thum"},"topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2014-06-16-government-cx-where-do-you-find-the-right-foundational-metrics.md", "filepath" :"news/2014/06/2014-06-16-government-cx-where-do-you-find-the-right-foundational-metrics.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/06/2014-06-16-government-cx-where-do-you-find-the-right-foundational-metrics.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/06/2014-06-16-government-cx-where-do-you-find-the-right-foundational-metrics.md","slug" : "government-cx-where-do-you-find-the-right-foundational-metrics","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/06/16/government-cx-where-do-you-find-the-right-foundational-metrics/" },{"title" :"Because It\u0026#8217;s Hard","summary" : "Two years ago, federal agencies were set on a fast track to create a 21st century digital government. The Federal Digital Strategy served up a heaping set of deliverables on a tight timeline.","date" : "2014-05-07T10:00:35-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"gwynne-kostin" : "Gwynne Kostin"},"topics" : { "application-programming-interface" : "Application programming interface", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "innovation" : "Innovation", "mobile" : "Mobile", "product-and-project-management" : "Product and project management", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2014-05-07-because-its-hard.md", "filepath" :"news/2014/05/2014-05-07-because-its-hard.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/05/2014-05-07-because-its-hard.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/05/2014-05-07-because-its-hard.md","slug" : "because-its-hard","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/05/07/because-its-hard/" },{"title" :"Customer Satisfaction: Innovating with Lack of Resources","summary" : "As government contact centers, we all face financial and technological constraints in our pursuit to improve the customer experience. One challenge faced by many contact centers is staffing limitations to handle the volume of incoming customer traffic. There are barely enough employees to operate phones, let alone work on meeting or exceeding the organizational customer","date" : "2014-04-21T13:09:32-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rosetta-carrington-lue" : "Rosetta Carrington Lue"},"topics" : { "contact-centers" : "Contact centers", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "social-media" : "Social media" },"branch" : "bc-archive-content-3", "filename" :"2014-04-21-customer-satisfaction-innovating-with-lack-of-resources.md", "filepath" :"news/2014/04/2014-04-21-customer-satisfaction-innovating-with-lack-of-resources.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/04/2014-04-21-customer-satisfaction-innovating-with-lack-of-resources.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/04/2014-04-21-customer-satisfaction-innovating-with-lack-of-resources.md","slug" : "customer-satisfaction-innovating-with-lack-of-resources","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/04/21/customer-satisfaction-innovating-with-lack-of-resources/" },{"title" :"DigitalGov Search: Cache Me If You Can","summary" : "Slowness Hurts Web Pages Have you ever been frustrated when visiting a Web page that doesn’t load quickly? Have you ever left a slow Web page before it finished loading? You’re not alone. Several recent studies have quantified customers’ frustration with slow Web pages. Customers now expect results in the","date" : "2014-03-03T08:47:36-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ammie-farraj-feijoo" : "Ammie Farraj Feijoo"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "search" : "Search", "software-engineering" : "Software engineering" },"branch" : "bc-archive-content-3", "filename" :"2014-03-03-cache-me-if-you-can.md", "filepath" :"news/2014/03/2014-03-03-cache-me-if-you-can.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/03/2014-03-03-cache-me-if-you-can.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/03/2014-03-03-cache-me-if-you-can.md","slug" : "cache-me-if-you-can","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/03/03/cache-me-if-you-can/" },{"title" :"What Do People Think of Your Content? Ask Your Contact Center!","summary" : "All of us want to improve the content and information we provide to the public, but we’re intimidated by where to start: Does our website provide clear content? Is the best information hidden on pages a few layers down? What should we tweet about","date" : "2014-02-28T09:36:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tonya-beres" : "Tonya Beres"},"topics" : { "contact-centers" : "Contact centers", "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "social-media" : "Social media", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2014-02-28-what-do-people-think-of-your-content-ask-your-contact-center.md", "filepath" :"news/2014/02/2014-02-28-what-do-people-think-of-your-content-ask-your-contact-center.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/02/2014-02-28-what-do-people-think-of-your-content-ask-your-contact-center.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/02/2014-02-28-what-do-people-think-of-your-content-ask-your-contact-center.md","slug" : "what-do-people-think-of-your-content-ask-your-contact-center","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/02/28/what-do-people-think-of-your-content-ask-your-contact-center/" },{"title" :"Open for Innovation in DigitalGov!","summary" : "There’s tons of great work and innovations happening in federal agencies, and it is happening fast. They are embracing the 21st-century citizen expectations and working to deliver anytime, anywhere, any device services and information to the public.","date" : "2014-02-26T08:43:24-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"gwynne-kostin" : "Gwynne Kostin"},"topics" : { "customer-experience" : "Customer experience", "innovation" : "Innovation", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2014-02-26-open-for-innovation-in-digitalgov.md", "filepath" :"news/2014/02/2014-02-26-open-for-innovation-in-digitalgov.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/02/2014-02-26-open-for-innovation-in-digitalgov.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/02/2014-02-26-open-for-innovation-in-digitalgov.md","slug" : "open-for-innovation-in-digitalgov","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/02/26/open-for-innovation-in-digitalgov/" },{"title" :"Customer Experience Video Blog: Stephanie Thum, Export-Import Bank","summary" : "Stephanie Thum from Ex-Im Bank kicks off our video blog with an introduction to customer experience. Stephanie is Vice President of Customer Experience at Ex-Im Bank, a U.S. government agency which serves as the official export credit agency of the United States. We had a chance to","date" : "2014-02-21T11:32:08-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"stephanie-thum" : "Stephanie Thum"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2014-02-21-customer-experience-video-blog-stephanie-thum-export-import-bank.md", "filepath" :"news/2014/02/2014-02-21-customer-experience-video-blog-stephanie-thum-export-import-bank.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/02/2014-02-21-customer-experience-video-blog-stephanie-thum-export-import-bank.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/02/2014-02-21-customer-experience-video-blog-stephanie-thum-export-import-bank.md","slug" : "customer-experience-video-blog-stephanie-thum-export-import-bank","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/02/21/customer-experience-video-blog-stephanie-thum-export-import-bank/" },{"title" :"NOAA\u0026#8217;s National Ocean Service Goes Responsive","summary" : "Let’s ponder this for a moment: Maybe you live in South","date" : "2014-02-06T10:20:36-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : { "customer-experience" : "Customer experience", "mobile" : "Mobile", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2014-02-06-noaas-national-ocean-service-goes-responsive.md", "filepath" :"news/2014/02/2014-02-06-noaas-national-ocean-service-goes-responsive.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/02/2014-02-06-noaas-national-ocean-service-goes-responsive.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/02/2014-02-06-noaas-national-ocean-service-goes-responsive.md","slug" : "noaas-national-ocean-service-goes-responsive","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/02/06/noaas-national-ocean-service-goes-responsive/" },{"title" :"Contact Center Technologies","summary" : "A contact center is supported by many technologies designed to enhance the customer experience, improve the operating and management efficiency, or lower the overall costs of running a contact center.","date" : "2014-02-05T10:27:01-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tonya-beres" : "Tonya Beres"},"topics" : { "contact-centers" : "Contact centers", "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"contact-center-technologies.md", "filepath" :"resources/contact-center-technologies.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/contact-center-technologies.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/contact-center-technologies.md","slug" : "contact-center-guidelines/contact-center-technologies","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/contact-center-technologies/" },{"title" :"Contact Center Guidelines","summary" : "The Contact Center is no longer viewed as only a center to receive complaints, but as a valued operation in an agency’s strategy to deliver a quality customer experience.","date" : "2014-02-05T09:41:22-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tonya-beres" : "Tonya Beres"},"topics" : { "contact-centers" : "Contact centers", "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"contact-center-guidelines.md", "filepath" :"resources/contact-center-guidelines.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/contact-center-guidelines.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/contact-center-guidelines.md","slug" : "contact-center-guidelines","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/" },{"title" :"Government CX: Finding the Metrics that Matter","summary" : "Customer experience (CX) is an emerging area of focus within government. My role as Vice President of Customer Experience at the Export-Import Bank speaks to this reality. Our agency’s customers and partners consist of U.S. exporters, financial services institutions, insurance brokers and foreign buyers of U.S. products and services. All play a key role in","date" : "2014-01-13T08:42:11-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"stephanie-thum" : "Stephanie Thum"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2014-01-13-government-cx-finding-the-metrics-that-matter.md", "filepath" :"news/2014/01/2014-01-13-government-cx-finding-the-metrics-that-matter.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/01/2014-01-13-government-cx-finding-the-metrics-that-matter.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/01/2014-01-13-government-cx-finding-the-metrics-that-matter.md","slug" : "government-cx-finding-the-metrics-that-matter","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/01/13/government-cx-finding-the-metrics-that-matter/" },{"title" :"Three Concepts for Excellence in Contact Centers","summary" : "Using contact centers to deliver digital services is an emerging area in government. Due to the growth of online services, centers receive more attention and represent an important touch point for customers. When you need to speak directly with someone to get help or resolve an issue, it must be a good experience. This reflects on","date" : "2014-01-10T06:08:16-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"mary-ann-monroe" : "Mary Ann Monroe"},"topics" : { "contact-centers" : "Contact centers", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2014-01-10-three-concepts-for-excellence-in-contact-centers.md", "filepath" :"news/2014/01/2014-01-10-three-concepts-for-excellence-in-contact-centers.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/01/2014-01-10-three-concepts-for-excellence-in-contact-centers.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/01/2014-01-10-three-concepts-for-excellence-in-contact-centers.md","slug" : "three-concepts-for-excellence-in-contact-centers","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/01/10/three-concepts-for-excellence-in-contact-centers/" },{"title" :"The Nuance Between Customers and Partners","summary" : "Before you can create your customer experience (CX) strategy, you have to answer the key question: Who are your customers? Consider the concept that among the groups you interact with internally, you could be their customer, they could be your customer, or you","date" : "2013-12-20T10:10:08-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2013-12-20-the-nuance-between-customers-and-partners.md", "filepath" :"news/2013/12/2013-12-20-the-nuance-between-customers-and-partners.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2013/12/2013-12-20-the-nuance-between-customers-and-partners.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2013/12/2013-12-20-the-nuance-between-customers-and-partners.md","slug" : "the-nuance-between-customers-and-partners","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/12/20/the-nuance-between-customers-and-partners/" },{"title" :"What’s Your Strategy? Operational Excellence, Product Leadership or Customer Intimacy?","summary" : "In the Discipline of Market Leaders by Michael Treacy and Fred Wiersema, we learned about the importance of being clear about your strategic priority. What unique value do you bring to the marketplace and your customers? In this book, they describe three strategic priorities","date" : "2013-12-02T09:22:50-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"2013-12-02-whats-your-strategy-operational-excellence-product-leadership-or-customer-intimacy.md", "filepath" :"news/2013/12/2013-12-02-whats-your-strategy-operational-excellence-product-leadership-or-customer-intimacy.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2013/12/2013-12-02-whats-your-strategy-operational-excellence-product-leadership-or-customer-intimacy.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2013/12/2013-12-02-whats-your-strategy-operational-excellence-product-leadership-or-customer-intimacy.md","slug" : "whats-your-strategy-operational-excellence-product-leadership-or-customer-intimacy","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/12/02/whats-your-strategy-operational-excellence-product-leadership-or-customer-intimacy/" },{"title" :"Great Customer Experience through Open Dialogue","summary" : "While we think about the audience, we don’t often map out the experience we want them to have when using our services. This is critical information for the design. In other cases, we may not have the data to analyze existing customers’","date" : "2013-11-20T09:19:59-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "social-media" : "Social media", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2013-11-20-great-customer-experience-through-open-dialogue.md", "filepath" :"news/2013/11/2013-11-20-great-customer-experience-through-open-dialogue.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2013/11/2013-11-20-great-customer-experience-through-open-dialogue.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2013/11/2013-11-20-great-customer-experience-through-open-dialogue.md","slug" : "great-customer-experience-through-open-dialogue","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/11/20/great-customer-experience-through-open-dialogue/" },{"title" :"What Is a \u0026#8220;Customer Centric\u0026#8221; Culture?","summary" : "In our very first customer experience (CX) blog post about GSA’s Office of Citizen Services and Innovative Technologies’ (OCSIT) Customer Experience Program, we published our principles and values. Our core principles say that all staff will: Take responsibility for providing an experience greater than customer expectations. Engage, listen and resolve. Design business from the outside","date" : "2013-09-27T09:21:40-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : { "customer-experience" : "Customer experience", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2013-09-27-what-is-a-customer-centric-culture.md", "filepath" :"news/2013/09/2013-09-27-what-is-a-customer-centric-culture.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2013/09/2013-09-27-what-is-a-customer-centric-culture.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2013/09/2013-09-27-what-is-a-customer-centric-culture.md","slug" : "what-is-a-customer-centric-culture","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/09/27/what-is-a-customer-centric-culture/" },{"title" :"Communication is Key in Measuring Customer Experience","summary" : "As mentioned in previous blog posts, great efforts have been made in creating a Customer Experience program and a Customer Experience (CX) index in our Office of Citizen Services and Innovative Technologies (OCSIT) at GSA.","date" : "2013-09-20T06:56:30-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"simchah-suveyke-bogin" : "Simchah Suveyke-Bogin"},"topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"2013-09-20-communication-is-key-in-measuring-customer-experience.md", "filepath" :"news/2013/09/2013-09-20-communication-is-key-in-measuring-customer-experience.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2013/09/2013-09-20-communication-is-key-in-measuring-customer-experience.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2013/09/2013-09-20-communication-is-key-in-measuring-customer-experience.md","slug" : "communication-is-key-in-measuring-customer-experience","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/09/20/communication-is-key-in-measuring-customer-experience/" },{"title" :"StudentAid.gov\u0026#8217;s 1st Year: What We\u0026#8217;ve Learned and Where We\u0026#8217;re Going","summary" : "Guest post by Brenda Wensil, Chief Customer Experience Officer for Federal Student Aid. Established in late 2010, FSA’s Customer Experience Office is responsible for identifying, measuring and reporting customer expectations and satisfaction with the financial aid services and products offered at Federal Student Aid. In my last post,","date" : "2013-09-13T18:39:05-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"brenda-wensil" : "Brenda Wensil"},"topics" : { "customer-experience" : "Customer experience", "research" : "Research", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2013-09-13-studentaid-govs-1st-year-what-weve-learned-and-where-were-going.md", "filepath" :"news/2013/09/2013-09-13-studentaid-govs-1st-year-what-weve-learned-and-where-were-going.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2013/09/2013-09-13-studentaid-govs-1st-year-what-weve-learned-and-where-were-going.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2013/09/2013-09-13-studentaid-govs-1st-year-what-weve-learned-and-where-were-going.md","slug" : "studentaid-govs-1st-year-what-weve-learned-and-where-were-going","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/09/13/studentaid-govs-1st-year-what-weve-learned-and-where-were-going/" },{"title" :"Improving Email Open Rates","summary" : "Guest post by Ellen Langhans, healthfinder.gov Program Manager in the Office of Disease Prevention and Health Promotion at the Department of Health and Human Services, with contribution from Tim Hudak, Web Analytics Specialist in the Office of","date" : "2013-08-07T07:40:08-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ellen-langhans" : "Ellen Langhans","tim-hudak" : "Tim Hudak"},"topics" : { "customer-experience" : "Customer experience", "research" : "Research" },"branch" : "bc-archive-content-3", "filename" :"2013-08-07-improving-email-open-rates.md", "filepath" :"news/2013/08/2013-08-07-improving-email-open-rates.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2013/08/2013-08-07-improving-email-open-rates.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2013/08/2013-08-07-improving-email-open-rates.md","slug" : "improving-email-open-rates","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/08/07/improving-email-open-rates/" },{"title" :"The Impact of Culture on Customer Experience","summary" : "What’s one of the most important factors in delivering a good customer experience? When I first began learning about customer experience, one of the biggest surprises was the importance of culture. Organizational culture can be defined as the values and behavior that contribute to the unique and psychological environment of an organization.It’s based on shared","date" : "2013-08-01T07:24:19-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2013-08-01-the-impact-of-culture-on-customer-experience.md", "filepath" :"news/2013/08/2013-08-01-the-impact-of-culture-on-customer-experience.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2013/08/2013-08-01-the-impact-of-culture-on-customer-experience.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2013/08/2013-08-01-the-impact-of-culture-on-customer-experience.md","slug" : "the-impact-of-culture-on-customer-experience","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/08/01/the-impact-of-culture-on-customer-experience/" },{"title" :"Understanding Your Customer","summary" : "Do you know who your customers are? And what they expect from your organization? One of the most critical components of a successful customer experience program is to understand your customer. The first step is knowing who your customers are. Are they veterans, students, senior citizens or other federal workers? In some cases your customers","date" : "2013-07-25T10:14:06-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2013-07-25-understanding-your-customer.md", "filepath" :"news/2013/07/2013-07-25-understanding-your-customer.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2013/07/2013-07-25-understanding-your-customer.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2013/07/2013-07-25-understanding-your-customer.md","slug" : "understanding-your-customer","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/07/25/understanding-your-customer/" },{"title" :"How to Create a Customer Experience Index","summary" : "In my last post I talked about how we’re kicking off our Customer Experience program in the Office of Citizen Services and Innovative Technologies (OCSIT) at GSA. There are many paths to creating a customer experience program, from starting with cultural issues like employee","date" : "2013-07-18T07:53:02-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2013-07-18-how-to-create-a-customer-experience-index.md", "filepath" :"news/2013/07/2013-07-18-how-to-create-a-customer-experience-index.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2013/07/2013-07-18-how-to-create-a-customer-experience-index.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2013/07/2013-07-18-how-to-create-a-customer-experience-index.md","slug" : "how-to-create-a-customer-experience-index","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/07/18/how-to-create-a-customer-experience-index/" },{"title" :"Digital Metrics for Federal Agencies","summary" : "Digital metrics are critical for measuring, analyzing, and reporting on the effectiveness of your Web, mobile, social media, and other digital channels. Every agency should have a metrics strategy to measure performance, customer satisfaction, and engagement, and use the data to make continuous improvements to serve its customers. Part 1: Common Metrics: Guidance, Best Practices, and","date" : "2013-07-15T11:41:47-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"marina-fox" : "Marina Fox"},"topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience", "mobile" : "Mobile", "social-media" : "Social media", "usability" : "Usability" },"branch" : "bc-archive-content-3", "filename" :"2013-07-15-digital-metrics-for-federal-agencies.md", "filepath" :"news/2013/07/2013-07-15-digital-metrics-for-federal-agencies.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2013/07/2013-07-15-digital-metrics-for-federal-agencies.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2013/07/2013-07-15-digital-metrics-for-federal-agencies.md","slug" : "digital-metrics-for-federal-agencies","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/07/15/digital-metrics-for-federal-agencies/" },{"title" :"Kicking Off Our Customer Experience Program","summary" : "The vision for my office, the Office of Citizen Services and Innovative Technologies (OCSIT) at GSA, is simple: Deliver a world-class experience to the public when accessing government information and services – anytime, anywhere – through the delivery channel they choose. We create and leverage products, services and","date" : "2013-07-10T10:23:01-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : { "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management" },"branch" : "bc-archive-content-3", "filename" :"2013-07-10-kicking-off-our-customer-experience-program.md", "filepath" :"news/2013/07/2013-07-10-kicking-off-our-customer-experience-program.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2013/07/2013-07-10-kicking-off-our-customer-experience-program.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2013/07/2013-07-10-kicking-off-our-customer-experience-program.md","slug" : "kicking-off-our-customer-experience-program","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/07/10/kicking-off-our-customer-experience-program/" },{"title" :"What\u0026#8217;s In a Name Does Matter","summary" : "Can you imagine how frustrating and confusing it would be to find several variations of the same agency name on different sites or even different pages or documents on the same site? This is what happens everyday to Spanish-speaking customers accessing the Spanish names of","date" : "2013-07-01T18:48:33-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"lgodfrey" : "Laura Godfrey"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "multilingual" : "Multilingual", "product-and-project-management" : "Product and project management" },"primary_image" : { "uid" : "habla-espanol-maridav-istock-getty-images-plus-142396534", "alt" : "Spanish language learning concept image. Illustration of a hand writing habla espanol on a blackboard.", "width" : "1200", "height" : "628", "credit" : "", "caption" : "Maridav / iStock / Getty Images Plus", "format" : "png" },"branch" : "bc-archive-content-3", "filename" :"2013-07-01-whats-in-a-name-does-matter.md", "filepath" :"news/2013/07/2013-07-01-whats-in-a-name-does-matter.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2013/07/2013-07-01-whats-in-a-name-does-matter.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2013/07/2013-07-01-whats-in-a-name-does-matter.md","slug" : "whats-in-a-name-does-matter","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/07/01/whats-in-a-name-does-matter/" },{"title" :"5 Steps for Delivering a Better Customer Experience","summary" : "Everyone wants to know how to provide outstanding customer experience in government. It can be difficult, because everyday our customers are also doing business with companies like Starbucks, Zappos, and Virgin America, that excel in customer service.","date" : "2013-06-19T08:50:08-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "product-and-project-management" : "Product and project management", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2013-06-19-5-steps-for-delivering-a-better-customer-experience.md", "filepath" :"news/2013/06/2013-06-19-5-steps-for-delivering-a-better-customer-experience.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2013/06/2013-06-19-5-steps-for-delivering-a-better-customer-experience.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2013/06/2013-06-19-5-steps-for-delivering-a-better-customer-experience.md","slug" : "5-steps-for-delivering-a-better-customer-experience","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/06/19/5-steps-for-delivering-a-better-customer-experience/" },{"title" :"Tips for Creating Great Digital Content for Kids","summary" : "Great websites for kids have many of the same features as websites for adults, but some key differences are worth noting when writing digital content for kids or teens. Kids have short attention spans, so it’s important to keep your site engaging, fun,","date" : "2013-06-17T10:24:36-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"arlene-hernandez" : "Arlene Hernandez","emily-canis" : "Emily Canis","jill-james" : "Jill James"},"topics" : { "content-strategy" : "Content strategy", "customer-experience" : "Customer experience", "innovation" : "Innovation", "user-experience" : "User experience" },"branch" : "bc-archive-content-3", "filename" :"2013-06-17-tips-for-creating-great-digital-content-for-kids.md", "filepath" :"news/2013/06/2013-06-17-tips-for-creating-great-digital-content-for-kids.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2013/06/2013-06-17-tips-for-creating-great-digital-content-for-kids.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2013/06/2013-06-17-tips-for-creating-great-digital-content-for-kids.md","slug" : "tips-for-creating-great-digital-content-for-kids","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/06/17/tips-for-creating-great-digital-content-for-kids/" },{"title" :"comScore Report, October 2012","summary" : "In October 2012, comScore, a Web analytics research company, released an independently produced report that analyzes 75 federal agency websites on a range of quantitative and qualitative factors.","date" : "2012-11-14T14:13:09-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"marina-fox" : "Marina Fox"},"topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience" },"branch" : "bc-archive-content-3", "filename" :"2012-11-14-comscore-report-october-2012.md", "filepath" :"news/2012/11/2012-11-14-comscore-report-october-2012.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2012/11/2012-11-14-comscore-report-october-2012.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2012/11/2012-11-14-comscore-report-october-2012.md","slug" : "comscore-report-october-2012","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2012/11/14/comscore-report-october-2012/" }] }