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Guidance on building better digital services in government
Improving customer experience drives better results in the federal government
233 posts
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.
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.— via The White House
Learn how digital service teams in government navigate through the currents of organizational culture and implement change at their agencies.
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.
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.— via National Archives and Records Administration
The article will go over some best practices of implementing A/B testing on your emails.
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.
Three federal teams showcase their success using chatbots to improve customer satisfaction, increase availability, and empower their users to accomplish tasks faster.
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.— via Digital.gov
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.
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.
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.
Digital.gov
An official website of the U.S. General Services Administration
