/preview/gsa/digitalgov.gov/bc-archive-content-3/topics/information-collection/ Recent content in Information collection on Digital.gov Hugo en-us /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery/ Wed, 04 Dec 2024 00:00:00 +0000 /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery/ Learn how to strengthen customer experience and service delivery within your federal agency. /preview/gsa/digitalgov.gov/bc-archive-content-3/2024/08/20/user-research-and-the-paperwork-reduction-act/ Tue, 20 Aug 2024 00:00:00 -0500 /preview/gsa/digitalgov.gov/bc-archive-content-3/2024/08/20/user-research-and-the-paperwork-reduction-act/ 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. /preview/gsa/digitalgov.gov/bc-archive-content-3/2024/07/16/designing-for-people-with-disabilities/ Tue, 16 Jul 2024 00:00:00 +0000 /preview/gsa/digitalgov.gov/bc-archive-content-3/2024/07/16/designing-for-people-with-disabilities/ The User Experience (UX) team at USA.gov’s Public Experience Portfolio recently conducted a study to analyze the experiences of individuals who access USA.gov through assistive technology. The team partnered with a local organization to gather insights from a diverse group of participants, many of whom are blind or deaf. The study revealed various habits and challenges faced by these users, such as a preference for mobile sites, difficulty with website carousels, and a reliance on clear headings and action-oriented descriptions. These findings can guide improvements in accessibility, such as clever link labeling and better navigation aids for assistive technology users. /preview/gsa/digitalgov.gov/bc-archive-content-3/2024/06/18/back-to-basics-in-the-age-of-ai/ Tue, 18 Jun 2024 00:00:00 +0000 /preview/gsa/digitalgov.gov/bc-archive-content-3/2024/06/18/back-to-basics-in-the-age-of-ai/ The federal government is actively discussing the transformative potential of artificial intelligence (AI). It has the potential to transform our digital service delivery, automate tasks, and enhance data analysis. However, AI also presents challenges and risks such as bias and ethical concerns. The team at 18F provides a quick overview of AI, its place in government today, and the techniques and frameworks they are currently using to navigate this complex new landscape. /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/an-introduction-to-customer-experience/ Wed, 05 Jun 2024 00:00:00 +0000 /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/an-introduction-to-customer-experience/ 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. /preview/gsa/digitalgov.gov/bc-archive-content-3/2024/05/14/one-year-with-the-new-usagov/ Tue, 14 May 2024 00:00:00 +0000 /preview/gsa/digitalgov.gov/bc-archive-content-3/2024/05/14/one-year-with-the-new-usagov/ It has been a year since USA.gov and USAGov en Español were relaunched using human-centered design principles. Using task backlog, the USAGov team has addressed content gaps, improved discoverability, and implemented technical updates. Through usability tests, visitor comments, and click behavior the team was able to unravel and respond to user feedback and unmet needs, leading to noticeable increases in visitor satisfaction and task accomplishment. Moving forward, the focus will shift to enhancing public engagement with the government, improving the search for benefits-related content, and exploring interactive and personalized user experiences. /preview/gsa/digitalgov.gov/bc-archive-content-3/2024/04/25/risk-communications-crisis-communications-and-community-engagement-summit/ Thu, 25 Apr 2024 00:00:00 +0000 /preview/gsa/digitalgov.gov/bc-archive-content-3/2024/04/25/risk-communications-crisis-communications-and-community-engagement-summit/ The Federal Emergency Management Agency Office of External Affairs is convening risk and crisis communicators and community leaders who are on the front-line of the climate and emerging hazard crises. Attend the free, June 10, 2024, summit virtually, or in Washington, DC. The agenda includes: the sharing invaluable tools and insights, how to implement culturally competent and accessible communications, how to integrate behavior change strategies, and more. An ASL interpreter will be provided. /preview/gsa/digitalgov.gov/bc-archive-content-3/2024/04/23/creating-a-blueprint-for-quality-how-the-px-contact-center-helps-agents-grow-their-skills/ Tue, 23 Apr 2024 00:00:00 +0000 /preview/gsa/digitalgov.gov/bc-archive-content-3/2024/04/23/creating-a-blueprint-for-quality-how-the-px-contact-center-helps-agents-grow-their-skills/ Every day, live agents at USA.gov’s Public Experience (PX) Contact Center answer questions from the public about government benefits and services. Learn how the PX Contact Center develops a workforce of excellent agents, using immersive onboarding, tailored and continuous training, feedback loops, and calibration meetings to empower their agents to deliver accurate information. USA.gov’s system for employee and contact center management ensures that every customer interaction leaves a lasting impact. /preview/gsa/digitalgov.gov/bc-archive-content-3/2024/04/22/google-analytics-4-transition-strategies-for-federal-websites/ Mon, 22 Apr 2024 00:00:00 +0000 /preview/gsa/digitalgov.gov/bc-archive-content-3/2024/04/22/google-analytics-4-transition-strategies-for-federal-websites/ Learn how the Open Data, Design, and Development (ODDD) team at the Department of the Interior (DOI) transitioned from Google Analytics - Universal Analytics to Google Analytics 4! Discover how the ODDD team coordinated with the Digital Analytics Program, developed explorations (instead of custom reports), and set up their own DOI agency property. /preview/gsa/digitalgov.gov/bc-archive-content-3/2024/04/04/participation/ Thu, 04 Apr 2024 00:00:00 +0000 /preview/gsa/digitalgov.gov/bc-archive-content-3/2024/04/04/participation/ The White House Office of Management and Budget (OMB) wants your thoughts on how federal agencies can more broadly and meaningfully engage with you and your communities. Share your ideas by May 17, 2024 to help build a more inclusive, responsive, transparent, and accountable government. /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/overview-of-the-privacy-act-of-1974-2020-edition/ Fri, 02 Feb 2024 16:54:00 -0500 /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/overview-of-the-privacy-act-of-1974-2020-edition/ This overview, prepared by the Department of Justice’s Office of Privacy and Civil Liberties (OPCL), covers various provisions of the Privacy Act, as addressed by court decisions in cases involving the Act’s disclosure prohibition, its access and amendment provisions, and its agency record-keeping requirements. /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/guide-paperwork-reduction-act/ Wed, 09 Oct 2019 15:00:00 -0500 /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/guide-paperwork-reduction-act/ A plain language guide which answers the most common questions to the PRA. /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/customer-experience-toolkit/ Thu, 07 Jan 2016 05:52:31 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/customer-experience-toolkit/ This Toolkit is intended to help government agencies improve how we deliver services and information to the public. /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/ Wed, 25 Jan 2023 13:00:00 -0500 /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/ Get tips and lessons learned from the Internal Revenue Service on how they collect user feedback and use web analytics to improve applications. /preview/gsa/digitalgov.gov/bc-archive-content-3/event/2020/11/12/customer-experience-continuous-improvement-the-usps-digital-approach/ Thu, 12 Nov 2020 14:00:00 -0500 /preview/gsa/digitalgov.gov/bc-archive-content-3/event/2020/11/12/customer-experience-continuous-improvement-the-usps-digital-approach/ 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. /preview/gsa/digitalgov.gov/bc-archive-content-3/2019/10/09/feedbackdriven-updates-pra-guide/ Wed, 09 Oct 2019 23:00:00 -0500 /preview/gsa/digitalgov.gov/bc-archive-content-3/2019/10/09/feedbackdriven-updates-pra-guide/ This week, the Office of Information and Regulatory Affairs (OIRA), clarified the process for information collections associated with the Paperwork Reduction Act (PRA). These changes include an easy to understand chart that lays out the steps for this sometimes hard to understand process, and are a direct result of the feedback they’ve been getting from the community. /preview/gsa/digitalgov.gov/bc-archive-content-3/2019/06/18/introducing-a-guide-paperwork-reduction-act/ Tue, 18 Jun 2019 09:00:00 -0500 /preview/gsa/digitalgov.gov/bc-archive-content-3/2019/06/18/introducing-a-guide-paperwork-reduction-act/ A guide to navigating the PRA process with confidence. /preview/gsa/digitalgov.gov/bc-archive-content-3/2016/11/03/applying-customer-service-metrics-to-improve-customer-experience-cx/ Thu, 03 Nov 2016 10:00:10 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2016/11/03/applying-customer-service-metrics-to-improve-customer-experience-cx/ 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 /preview/gsa/digitalgov.gov/bc-archive-content-3/2016/08/12/did-we-do-a-good-job-the-answer-is-in-customers-business-outcomes/ Fri, 12 Aug 2016 10:00:24 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2016/08/12/did-we-do-a-good-job-the-answer-is-in-customers-business-outcomes/ 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. /preview/gsa/digitalgov.gov/bc-archive-content-3/2016/08/05/csat-nps-ces-3-easy-ways-to-measure-customer-experience-cx/ Fri, 05 Aug 2016 14:00:45 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2016/08/05/csat-nps-ces-3-easy-ways-to-measure-customer-experience-cx/ 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. /preview/gsa/digitalgov.gov/bc-archive-content-3/2016/01/29/case-study-ocsits-email-customer-survey-process/ Fri, 29 Jan 2016 10:00:34 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2016/01/29/case-study-ocsits-email-customer-survey-process/ 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. /preview/gsa/digitalgov.gov/bc-archive-content-3/2016/01/05/digging-into-the-data-of-our-customer-survey/ Tue, 05 Jan 2016 09:00:06 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2016/01/05/digging-into-the-data-of-our-customer-survey/ 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. /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/28/ocsits-2015-customer-survey-what-we-learned/ Mon, 28 Dec 2015 10:00:13 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/28/ocsits-2015-customer-survey-what-we-learned/ 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. /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/22/after-the-survey-turning-customer-feedback-into-action/ Tue, 22 Dec 2015 10:00:42 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/22/after-the-survey-turning-customer-feedback-into-action/ 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. /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/paperwork-reduction-act-44-u-s-c-3501-et-seq/ Tue, 01 Dec 2015 01:40:45 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/paperwork-reduction-act-44-u-s-c-3501-et-seq/ The Paperwork Reduction Act (PRA) of 1995 requires that agencies obtain Office of Management and Budget (OMB) approval before requesting most types of information from the public. /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/social-media-web-based-interactive-technologies-and-the-paperwork-reduction-act/ Mon, 23 Nov 2015 01:24:51 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/social-media-web-based-interactive-technologies-and-the-paperwork-reduction-act/ This memo clarifies when and how the Paperwork Reduction Act of 1995 (the PRA) applies to federal agency use of social media and web-based interactive technologies. /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/m-11-26-new-fast-track-process-for-collecting-service-delivery-feedback-under-the-paperwork-reduction-act/ Thu, 05 Nov 2015 02:31:45 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/m-11-26-new-fast-track-process-for-collecting-service-delivery-feedback-under-the-paperwork-reduction-act/ The new Paperwork Reduction Act Fast Track Process will allow agencies to obtain timely feedback on service delivery while ensuring that the information collected is useful and minimally burdensome for the public, as required by the Paperwork Reduction Act of 1995. /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/09/17/using-customer-feedback-to-improve-healthcare-gov/ Thu, 17 Sep 2015 11:10:00 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/09/17/using-customer-feedback-to-improve-healthcare-gov/ 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. /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/26/5-crucial-steps-for-conducting-an-effective-customer-interview/ Tue, 26 May 2015 11:10:18 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/26/5-crucial-steps-for-conducting-an-effective-customer-interview/ 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. /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/20/top-5-ways-to-increase-email-survey-responses/ Wed, 20 May 2015 01:30:06 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/20/top-5-ways-to-increase-email-survey-responses/ 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. /preview/gsa/digitalgov.gov/bc-archive-content-3/2014/11/21/results-2014-federal-user-experience-survey/ Fri, 21 Nov 2014 10:00:29 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2014/11/21/results-2014-federal-user-experience-survey/ The Federal User Experience (UX) Survey helpsus to learn how we can best improve the effectiveness, ease-of-use, and value of federal digital systems by connecting their teams to their customers. /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/paperwork-reduction-act-fast-track-process/ Thu, 09 Jan 2014 03:01:38 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/paperwork-reduction-act-fast-track-process/ Protect Your Customer’s Privacy Federal agencies must follow various laws and regulations, including the Paperwork Reduction Act (PRA) and the Privacy Act, when collecting information from the public. You should also be familiar with SORN (Systems of Records Notice), as well as rules around personally identifiable information, and laws that relate to your specific method of feedback collection /preview/gsa/digitalgov.gov/bc-archive-content-3/sources/pra-guide/ Mon, 01 Jan 0001 00:00:00 +0000 /preview/gsa/digitalgov.gov/bc-archive-content-3/sources/pra-guide/ A guide to navigating the Paperwork Reduction Act.