Digital Service Delivery

Make it easier for the public to access the information and services that they count on each and every day.

For millions, access to digital services isn’t a luxury—it’s critical. The public’s experiences using government websites to find unemployment support, file taxes, apply for student loans, or get assistance with housing, childcare, or food can dramatically affect how they feel about the government. Digital service delivery is the primary subject of 21st Century IDEA, and its policy guidance in OMB M-23-22, which requires federal agencies to enact best practices.

21st Century Integrated Digital Experience Act (21st Century IDEA) and M-23-22

21st Century Integrated Digital Experience Act (21st Century IDEA) and M-23-22

Digital service delivery: Essential knowledge

  • Comply with the website standards

    21st Century IDEA requires executive branch agency websites to be in compliance with the website standards.

  • Use the U.S. Web Design System maturity model

    Understand how to adopt the Design System incrementally, and design and build better digital experiences.

  • Participate in the Digital Analytics Program

    The Digital Analytics Program (DAP) offers advanced, easy web analytics for federal agencies. All public-facing federal websites can participate.

  • Access Site Scanning program data

    The Site Scanning program automates a wide range of scans of public federal websites and generates data about website health, policy compliance, and best practices. Use the data to understand the health of your agency’s websites.

  • An introduction to digital governance

    Digital governance refers to the internal systems and processes we use to manage our digital presence. Learn why governance is essential to digital service delivery.

  • Test websites for accessibility

    Design and deliver digital services with everyone in mind. Use both manual and automated testing methods to create accessible websites.

Digital Service Delivery events

Annual Gathering

Spring 2024 Community Summit

Digital service experts across the federal government will share case studies and best practices on delivering a digital-first public experience.
2024

Digital Service Delivery news

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.— via U.S. Digital Service

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Aug 20, 2024

A journey of improvement: Creating a self-assessment for digital experience

Memo M-23-22 from the Office of Management and Budget provides guidance to federal agencies on delivering a digital-first public experience. To quantify its compliance with the memo, the Open Data, Design, and Development team at the Department of the Interior created and conducted a self-assessment of its digital products. The team used a scoring spreadsheet to measure compliance across categories like accessibility, design consistency, and mobile responsiveness. The results helped the team develop a plan to prioritize improvements and engage with leadership for support on other initiatives.— via Office of Natural Resources Revenue

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Aug 20, 2024

10 years of the U.S. Digital Service: Transforming government for the digital age

Over the past decade, the U.S. Digital Service (USDS) has collaborated with more than 30 federal agencies to create user-friendly, reliable, and seamless digital experiences. Their work prioritizing human-centered design and engineering includes improving services for veterans with Veterans Affairs, launching the Internal Revenue Service Direct File Pilot, and supporting the Centers for Disease Control and Prevention during the COVID-19 pandemic. Looking ahead, USDS remains committed to building trust, fostering innovation, and scaling digital capacity across the federal government, ensuring better service for all Americans.— via The White House

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Aug 13, 2024

18F’s engineering craft practices at 10

18F recently celebrated its 10th anniversary by renewing its commitment to refining and sharing best practices through regular publications, tech talks, and updates to the 18F Engineering Guide. They also created a permanent principal consulting engineer role to enhance digital service delivery and support skill development within the organization.— via 18F

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Jul 09, 2024

Resources on Digital Service Delivery

Tools and Services

  • U.S. Web Design System

    A toolkit of principles, guidance, and code that helps agency digital teams build accessible, mobile-friendly government websites for the American public.

More News and Events on Digital Service Delivery

93 posts

A journey of improvement: Creating a self-assessment for digital experience

Memo M-23-22 from the Office of Management and Budget provides guidance to federal agencies on delivering a digital-first public experience. To quantify its compliance with the memo, the Open Data, Design, and Development team at the Department of the Interior created and conducted a self-assessment of its digital products. The team used a scoring spreadsheet to measure compliance across categories like accessibility, design consistency, and mobile responsiveness. The results helped the team develop a plan to prioritize improvements and engage with leadership for support on other initiatives.— via Office of Natural Resources Revenue

doi-revenuedata logo
Aug 20, 2024

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.— via U.S. Digital Service

usds logo
Aug 20, 2024

10 years of the U.S. Digital Service: Transforming government for the digital age

Over the past decade, the U.S. Digital Service (USDS) has collaborated with more than 30 federal agencies to create user-friendly, reliable, and seamless digital experiences. Their work prioritizing human-centered design and engineering includes improving services for veterans with Veterans Affairs, launching the Internal Revenue Service Direct File Pilot, and supporting the Centers for Disease Control and Prevention during the COVID-19 pandemic. Looking ahead, USDS remains committed to building trust, fostering innovation, and scaling digital capacity across the federal government, ensuring better service for all Americans.— via The White House

whitehouse logo
Aug 13, 2024

18F’s engineering craft practices at 10

18F recently celebrated its 10th anniversary by renewing its commitment to refining and sharing best practices through regular publications, tech talks, and updates to the 18F Engineering Guide. They also created a permanent principal consulting engineer role to enhance digital service delivery and support skill development within the organization.— via 18F

18f logo
Jul 09, 2024

Federal customer experience: OMB has taken actions to implement cross-agency priority goals

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.— via Government Accountability Office

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Jun 06, 2024

Meet your Digital Experience Council

The Digital Experience Council plays a critical role in coordinating governmentwide efforts and assisting agencies in delivering digital experiences that meet the public’s needs and expectations.

Apr 09, 2024

Justice department to publish final rule to strengthen web and mobile app access for people with disabilities

On April 8, Attorney General Merrick B. Garland signed a final rule under Title II of the Americans with Disabilities Act (ADA) to ensure the accessibility of web content and mobile applications for people with disabilities. This final rule clarifies the obligations of state and local governments to make their websites and mobile applications accessible. Learn more about this rule and why the Attorney General believes it will “break down barriers that have kept people with disabilities from fully participating in American Life.”— via Department of Justice

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Apr 08, 2024

18F at ten

We’re celebrating all the ways we continue to realize our founding vision: bringing technologists into government, launching shared digital services, and helping partner agencies build user-centered technology.— via 18F

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Mar 19, 2024
Annual Gathering

Spring 2024 Community Summit

Digital service experts across the federal government will share case studies and best practices on delivering a digital-first public experience.
2024

Celebrating 20 years of USAGov en Español

USAGov en Español is excited to celebrate their 20th anniversary this month! Since 2003, the website has been a trusted guide to government information and services for Spanish speakers. Explore this timeline of USAGov en Español’s milestones, name changes, and accomplishments as they’ve served Spanish speakers and federal partners over the past two decades.— via USA.gov

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Oct 16, 2023

Why the American People Deserve a Digital Government

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).— via The White House

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Sep 22, 2023

From pageviews to progress

A 10-year recap of GSA’s Digital Analytics Program (DAP) highlights its impact on federal government agencies and the public, high-level observations using government-wide website analytics and trends, and new goals set for the next decade to help generate useful answers to meaningful questions to make government websites better.

Sep 12, 2023