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Guidance on building better digital services in government
Improving customer experience drives better results in the federal government
231 posts
Advice from five federal experts on creating user personas.
The importance of HR and accountability to improving digital service delivery at federal agencies.
How the discipline of design can help your agency improve customer experience.
A peek into GSA’s internal processes for managing their websites and improving digital experience.
The Benefits Studio is seeking feedback and collaboration as it explores texting as a tool to improve the public experience of benefits programs.
Nine areas to focus on in the coming year to take your digital sites and services to the next level.
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.
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.— via General Services Administration
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.
Learn how GSA uses collaboration, empathy, and existing expertise to modernize their digital portfolio and improve customer experience.
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.— via Performance.gov
CXDay—Help us celebrate and champion customer experience (CX) in government. Join Performance.gov and agencies across government for #CXDay on Tuesday, October 4th.— via Performance.gov
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Katina Stapleton
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Dr. Rachael Bradley Montgomery
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Stephanie M. Morrison, MPH 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.— via Office of Natural Resources Revenue
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.— via The Centers of Excellence
Digital.gov
An official website of the U.S. General Services Administration
