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

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

Government Accountability Office logo

Jun 06, 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

Department of Justice logo

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

18F logo

Mar 19, 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

87 posts

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

Government Accountability Office logo

Jun 06, 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

Department of Justice logo

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

18F logo

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

USA.gov logo

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

The White House logo

Sep 22, 2023

The four operating levels of 18F projects

At 18F, we partner with government agencies to help them deliver new or modernized digital services and help set them up for success after we conclude the project. To support these outcomes, we set up our work to track on four levels: Project management, Product development, Post-18F sustainability and Learning to the broader government community. — via 18F

18F logo

Jun 13, 2023