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.