Trust

Understand how digital services impact trust in government.

Trust has to be earned every time. Federal websites and digital services can’t assume it. The guidance, resources, and community you find here will help to create government websites that inspire trust in federal digital resources.

Transforming Federal Customer Experience and Service Delivery To Rebuild Trust in Government

Transforming Federal Customer Experience and Service Delivery To Rebuild Trust in Government

Design: essential knowledge

  • An introduction to trust

    Trusted digital services meet customer expectations, and they are easy to find, understand, and use. Understand how digital services impact trust in government.

  • 21st Century Integrated Digital Experience Act

    Delivering a digital-first public experience is a significant opportunity to improve the lives of millions by making it easier to access the information and services they use and count on each and every day.

  • U.S. Web Design System Design principles: Earn trust

    A list of key considerations and practical actions you can take to earn trust with users.

  • Get .gov

    Host your site on a .gov or .mil domain to assure users it’s an official government site.

  • To build trust, aim for easy

    Trust is built up with good experiences, and broken with bad ones. Build sites that build trust by considering user needs, respecting people’s time, and avoiding customer experience pitfalls.

Trust 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
For this event, DAP has partnered with the fine folks who run the Federal Privacy Council’s Tech Tuesday Series to teach us how to measure, analyze, and improve experiences for users visiting privacy pages on your agency websites.
Watch Video
2019

Trust news

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

Digital front door: Expanding access to VA

More Veterans are turning to the U.S. Department of Veterans Affairs (VA) for healthcare and benefits, accessing these services online through tools like the VA Health and Benefits mobile app and VA.gov. With over 2.28 million app downloads and 17.8 million monthly visitors on VA.gov, these digital tools provide faster, easier, and more inclusive access to VA services. Learn more about how these technologies are often Veterans’ first interaction with VA by watching their latest video, Digital Front Door: Expanding Access to VA.— via U.S. Department of Veterans Affairs

va logo
Jun 26, 2024

Case study: Removing barriers to applying for a presidential pardon

At the Department of Justice, Access DOJ and the Office of the Pardon Attorney (PARDON) partnered to simplify and streamline the presidential pardon application process. By conducting usability testing and gathering feedback, they identified key issues with the existing application, such as its complexity and length. See how redesigning the forms to be more accessible and understandable led to a more efficient process for both applicants and staff.— via Department of Justice

doj logo
Jun 06, 2024

Equity study reaches 4,000 participants

Launched last fall, the General Services Administration equity study on remote identity proofing aims to determine if biases exist in the algorithms used for online identity verification. The study has now reached its goal of recruiting 4,000 participants from diverse communities, and experts are ready to begin analysis of the data. Learn how the team at GSA plans to conduct this data analysis, and how their findings will lead to improved equitable services delivery in technology across the government.— via General Services Administration

gsa logo
Jun 05, 2024

Creating a blueprint for quality: How the PX Contact Center helps agents grow their skills

Every day, live agents at USA.gov’s Public Experience (PX) Contact Center answer questions from the public about government benefits and services. Learn how the PX Contact Center develops a workforce of excellent agents, using immersive onboarding, tailored and continuous training, feedback loops, and calibration meetings to empower their agents to deliver accurate information. USA.gov’s system for employee and contact center management ensures that every customer interaction leaves a lasting impact.— via USA.gov

usagov logo
Apr 23, 2024

Resources on Trust

More News and Events on Trust

21 posts

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

Digital front door: Expanding access to VA

More Veterans are turning to the U.S. Department of Veterans Affairs (VA) for healthcare and benefits, accessing these services online through tools like the VA Health and Benefits mobile app and VA.gov. With over 2.28 million app downloads and 17.8 million monthly visitors on VA.gov, these digital tools provide faster, easier, and more inclusive access to VA services. Learn more about how these technologies are often Veterans’ first interaction with VA by watching their latest video, Digital Front Door: Expanding Access to VA.— via U.S. Department of Veterans Affairs

va logo
Jun 26, 2024

Case study: Removing barriers to applying for a presidential pardon

At the Department of Justice, Access DOJ and the Office of the Pardon Attorney (PARDON) partnered to simplify and streamline the presidential pardon application process. By conducting usability testing and gathering feedback, they identified key issues with the existing application, such as its complexity and length. See how redesigning the forms to be more accessible and understandable led to a more efficient process for both applicants and staff.— via Department of Justice

doj logo
Jun 06, 2024

Equity study reaches 4,000 participants

Launched last fall, the General Services Administration equity study on remote identity proofing aims to determine if biases exist in the algorithms used for online identity verification. The study has now reached its goal of recruiting 4,000 participants from diverse communities, and experts are ready to begin analysis of the data. Learn how the team at GSA plans to conduct this data analysis, and how their findings will lead to improved equitable services delivery in technology across the government.— via General Services Administration

gsa logo
Jun 05, 2024

Creating a blueprint for quality: How the PX Contact Center helps agents grow their skills

Every day, live agents at USA.gov’s Public Experience (PX) Contact Center answer questions from the public about government benefits and services. Learn how the PX Contact Center develops a workforce of excellent agents, using immersive onboarding, tailored and continuous training, feedback loops, and calibration meetings to empower their agents to deliver accurate information. USA.gov’s system for employee and contact center management ensures that every customer interaction leaves a lasting impact.— via USA.gov

usagov logo
Apr 23, 2024

Celebrating the work of public servants

Performance.gov invites you to participate in their #GovPossible campaign to celebrate Public Service Recognition Week (PSRW)! Recognize the invaluable efforts of government employees who ensure that the everyday needs of Americans are met. Access a range of tools and resources to help you join the #GovPossible campaign and show your support. The #GovPossible toolkit makes it easy for you to participate in this important (and fun!) campaign.— via Performance.gov

performancegov logo
Apr 09, 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

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

whitehouse logo
Sep 22, 2023

To Build Trust, Aim for Easy

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.

Dec 13, 2022
For this event, DAP has partnered with the fine folks who run the Federal Privacy Council’s Tech Tuesday Series to teach us how to measure, analyze, and improve experiences for users visiting privacy pages on your agency websites.
Watch Video
2019

Users don’t like surprises. Unexpected or unwanted content undermines the credibility of your agency and frustrates users who come to your website looking for specific information. Using links appropriately in your website content is one way to build trust with users, according to an article by Kara Pernice of the Nielsen Norman Group. Here’s a

Feb 25, 2015