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Guidance on building better digital services in government
Improving customer experience drives better results in the federal government
Customer experience (CX) is the sum of the public's interactions with any government service. An intentional CX strategy is essential to building and maintaining public trust, improving the efficiency and effectiveness of government programs, and delivering better outcomes for the public. By focusing on the customer's needs and expectations, federal agencies can create more user-friendly and efficient processes, provide more timely and helpful support, and deliver better experiences. This can lead to increased public satisfaction, greater trust in government, and improved outcomes for all.
Use lessons learned from this case study, which describes how two civic designers at different agencies embed equity in civic design to transform federal customer experience.
The Department of Veterans Affairs (VA) Customer Experience Cookbook provides a guide for other government agencies looking to build customer experience capabilities.
The second priority of the President’s Management Agenda focuses on revolutionizing the federal government’s customer service delivery and rebuilding the customer experience.
Measure customer experience with this guide from the Office of Management and Budget (OMB), including questions on satisfaction and confidence and trust in section 280.7.
An overview of GSA’s website evaluation process, which combines qualitative and quantitative data to assess website management and performance.
The Access DOJ initiative shares nine lessons on making services more accessible, effective, and efficient.
NPS enhances user experience on NPS.gov by integrating Digital Analytics Program web analytics data and customer feedback from GSA Touchpoints.
The Life Experience teams contain lessons for establishing a culture of customer experience in government, shifting to a focus on organizational practices.
User research is an important part of customer experience transformation. Different types of research require different approval under the Paperwork Reduction Act (PRA). Through seven case studies, the U.S. Digital Service shows how agencies conducted valuable user research that did not require PRA approval and successfully integrated findings into their projects. Their work illustrates how thoughtful user research transforms delivery of services and helps agencies build trust in government.— via U.S. Digital Service
Understand what customer experience (CX) is and how to leverage customer feedback and analytics to enhance the public’s experience when interacting with government services.
This case study describes how two civic designers at different agencies embed equity in civic design to transform federal customer experience.
A more simple, seamless, and secure customer experience for the American public.
Wendy Wagner-Smith of the Small Business Administration (SBA) shares her tips and tricks for presenting virtually.
A resource with four approaches to help federal employees perform usability testing.
Guidance on how to measure customer experience, including questions on satisfaction and confidence and trust in section 280.7
A deeper look at accessibility: what to do, how to do it, and why it matters.
A plain language guide which answers the most common questions to the PRA.
This Toolkit is intended to help government agencies improve how we deliver services and information to the public.
Various policies require you to have certain content—or provide links to content—from specific places on your website.
A customer service platform that helps the public navigate the government space by providing topical information and services in English and Spanish.
Touchpoints offers a simple, flexible, and convenient way to start collecting customer feedback so you can focus on serving customers rather than managing surveys.
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An overview of GSA’s website evaluation process, which combines qualitative and quantitative data to assess website management and performance.
The Access DOJ initiative shares nine lessons on making services more accessible, effective, and efficient.
NPS enhances user experience on NPS.gov by integrating Digital Analytics Program web analytics data and customer feedback from GSA Touchpoints.
The Life Experience teams contain lessons for establishing a culture of customer experience in government, shifting to a focus on organizational practices.
User research is an important part of customer experience transformation. Different types of research require different approval under the Paperwork Reduction Act (PRA). Through seven case studies, the U.S. Digital Service shows how agencies conducted valuable user research that did not require PRA approval and successfully integrated findings into their projects. Their work illustrates how thoughtful user research transforms delivery of services and helps agencies build trust in government.— via U.S. Digital Service
USA.gov and 10x recently partnered to develop a new user research recruitment page. The page launched in February 2024 and has attracted hundreds of sign-ups. It allows participants to assist in testing government websites for compensation, and helps teams find participants that match needed demographics. By simplifying the process and expanding recruitment of diverse populations, the initiative aims to support and streamline user research. It plans to add recruitment opportunities in additional languages and recruit more specific audiences for future studies.— via USA.gov
As a small team, Digital.gov adopted user research and customer experience early. That foundation helps develop evidence-based strategies for today.
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
Each year, more than 400 million individuals, families, businesses, organizations, and local governments get information and services from about 430 federal agencies and sub-agencies. The Biden-Harris administration is driving a bold vision for how government agencies serve their customers digitally with OMB’s ten-year roadmap for a modern digital experience. Agencies have already made significant strides. Learn about recent successes by the IRS, CDC, NASA, and FEMA, and how OMB will continue to collaborate with agencies to ensure ongoing improvement in digital government services.— via The White House
GSA shares a 4-step process used to measure and analyze related websites, and additional plans to improve customers’ digital experience.
GSA has developed a composite indicator to visualize six key components of website success.
Want to measure customer experience? Surveys aren’t the only way! Consider these guiding questions to help your team select an approach based on what you want to learn.— via 18F
Customer experience is the application of design within a business context to craft the human experience.
Understand how to use natural language processing and advanced analytics to gain insights on high-impact service performance and survey design.
A GSA SmartPay product owner shares her experience designing user-centered, accessible content for multiple audiences.
The inaugural Federal CX Summit will be held November 16th, 2023. Featured speakers from across government will share how to focus on delivering impact to customers and building CX capacity, and will discuss innovations, trends, and technologies that can be leveraged to enhance customer experience at federal agencies. Register to attend this virtual event co-hosted by the Customer Experience Center of Excellence (CX CoE), 18F, and the CX Community of Practice.— via The Centers of Excellence
Exploring High-Impact Service Provider performance through open source data analysis to enhance customer experience with federal services.
Digital.gov
An official website of the U.S. General Services Administration
