Rachel Flagg

While the field of federal web management continues to evolve, the core best practices have remained essentially unchanged for two decades.

The importance of HR and accountability to improving digital service delivery at federal agencies.

A peek into GSA’s internal processes for managing their websites and improving digital experience.

This week, we’re exploring what it means to measure performance, and we’re taking a look at how listening to customers is the best way to continuously improve websites and digital services.

This week, we’re exploring what it means to establish effective governance, and looking at ways to clarify and fill the roles of all the players on your team.

When something important needs to be coordinated across the federal web space, the Federal Web Council is the vehicle for getting it done.

Effective January 18, 2018, the revised 508 standards modernize the federal government’s IT accessibility standards and bring us into alignment with governments around the world.

Employee engagement, evidenced by displays of dedication, persistence, effort and overall attachment to organization and mission, is a key factor in business success, but it can be a struggle for government organizations. Organizational leaders seeking to cultivate a culture of engagement need tangible examples of how to successfully move the needle in a positive direction.

To help us gauge the effectiveness of the programs we offer to other government agencies, we launched our first Government Customer Experience Index (GCXi) survey in 2013.

As a follow-up to the recent post about our annual customer satisfaction survey, we wanted to dig into the data and share some of the overall results to give you some more insights into how we’re using your feedback to improve our programs and services.

Customer experience, or CX, is everywhere these days. If you’re wondering how customer experience differs from customer service, customer service usually involves a single interaction, such as a phone call to your cable company, while the customer experience encompasses the entire relationship.

Three years ago, GSA’s Office of Citizen Services and Innovative Technologies (OCSIT) set out to design a system to consistently measure customer satisfaction across our office. We were inspired by the Digital Government Strategy, which tasks agencies to adopt a customer-centric approach to service delivery.

The new Social and Behavioral Sciences Team (SBST) aims to make government programs more effective and efficient. Amira Choueiki from the SBST joined us to explain what the SBST does, and to discuss some of the projects they’ve worked on.

It’s not new that agencies are inundated with data, but what data should you collect to improve your agency’s programs and enhance the customer experience? The Department of Labor’s Employee Benefit Security Administration’s (EBSA) has been perfecting their process to collect actionable data for the past 14 years.

In honor of World Usability Day, which happened on November 12, we’d like to demystify two extremely important and oft-confusing acronyms—CX and UX. Customer Experience (CX) and User Experience (UX), while related, focus on different aspects of service delivery.