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Guidance on building better digital services in government
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284 posts
The USAGov Contact Center is committed to meeting customers’ needs empathetically, efficiently, and accurately. Here are three tips recommended to USAGov agents for interacting with customers. — via USA.gov
The USAGov program has been developing a new iteration of our bilingual sites, USA.gov and USAGov en Español. In the process of building beta.USA.gov and beta.USA.gov en Español, we’ve been rethinking our work style and priorities. Follow the “Building Beta” series to learn how we’re reimagining the way we approach product management, usability, accessibility, content creation, analytics, and outreach. — via USA.gov
At USA.gov and USAGov en Español, we’re always looking for better ways to connect people to government information through social media. Using stories has helped us increase our engagement rate and our number of followers as we deliver helpful information to people. Stories may be a good addition to your agency’s social media strategy, too. These three tips can help you get started. — via USA.gov
The digital landscape has changed significantly since we launched the Go.USA.gov service in 2009. Over the last two years the team looked carefully at the program holistically, taking into consideration the future of the program, the current landscape related to using shortened URLs and alignment with strategic business goals. In early 2022 we made the difficult decision to initiate steps to sunset the service. — via USA.gov
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 Data Governance Charter Templates—As a part of our Resources and Advisory Support collection, the Data and Analytics (DA) team in the Centers of Excellence (CoE) has released three charter templates that can help federal agencies set up data governance groups and an Office of the Chief Data Officer. We developed these charter templates based on our experiences working with chief data officers (CDOs) and data practitioners across the federal government. These charters are designed to help federal government agencies set up data governance bodies to better use agency data securely and strategically. Although the charter templates don’t represent or constitute official guidance, they’ll help jump start your effort to build data governance structures within your agency. Tailor them to meet your agency’s specific needs. — via The Centers of Excellence
Sunsetting Go.USA.gov: Frequently Asked Questions—For more than a dozen years, government employees have used the Go.USA.gov URL shortening service to turn long government and military URLs into more manageable short URLs. On September 18, 2022, the U.S. General Services Administration (GSA) will sunset Go.USA.gov. If you’re a Go.USA.gov user, these answers to common questions can help you know what to do to prepare for the end of the service. — via USA.gov
USAGov’s Fourth Quarter 2021 Insights—From July to September 2021, people were concerned about COVID-19-related housing and international travel as they searched USA.gov. Get more user insights from our 4th quarter infographic for fiscal year (FY) 2021. — via USA.gov
Digital.gov
An official website of the U.S. General Services Administration
