Strategy
Digital Meets Culture: Getting Your Culture in Line With Your Digital Strategy
Learn how digital service teams in government navigate through the currents of organizational culture and implement change at their agencies.
Customer experience
Improving customer experience drives better results in the federal government
More News and Events on Customer experience
231 posts
Plain Language
2021 Federal Plain Language Summit
On 9/21/21, PLAIN’s Fourth Federal PL Summit showcases federal employees’ plain language projects. Topics include COVID-19 agency responses, accessibility, user experience, and career enhancement.
2021
Join Digital.gov’s Web Managers Community as they host a discussion with panelists from the Lab at OPM, National Institutes of Health, Navy Bureau of Medicine and Surgery, and Presidential Innovation Fellows. The panel will discuss how to align culture and digital strategy to build better digital services.
2021
Storytelling
Using Plain Language To Tell Our Stories
Learn how to tell a story and figure out what role plain language plays in storytelling.
2021
Innovation
GSA Launches New Innovation Adoption Community of Practice
GSA is launching the Innovation Adoption Community of Practice on Digital.gov to connect those who embrace innovative methods and practices that improve government service delivery.
Your Experience Matters
Your Experience Matters—The National Archives and Records Administration (NARA) provides a broad range of services to internal and external customers, including researchers, visitors, educators, genealogists, students, veterans, information technologists, federal agencies and more. Archivist of the United States (AOTUS) David Ferriero has hired the agency’s first Chief Customer Experience Officer, Stephanie Bogan, to help focus as an agency on the public’s experience. The agency’s management team has also been deputized to become their Customer Experience Executive Council in order to make customer-focused decisions for the agency and move it forward.— via National Archives and Records Administration
A/B Testing
How To Navigate Challenges to Successfully A/B Test Your Emails
The article will go over some best practices of implementing A/B testing on your emails.
Communities
8 Ways Community of Practice (CoP) Managers Can Improve Member Engagement on Listservs
Are you a Digital.gov Community of Practice (CoP) lead? Find yourself participating in a CoP discussion and wondering what else you can do? We’ve got some suggestions.
Artificial Intelligence
Using Chatbots To Improve Customer Experience
Three federal teams showcase their success using chatbots to improve customer satisfaction, increase availability, and empower their users to accomplish tasks faster.
How to Present Like a Pro
How to Present Like a Pro—When you are presenting on streaming video, you are essentially doing the same thing as a television news anchor. Try these common methods that television presenters use daily to improve your presentation skills in the “zoom” era.— via Digital.gov
Marketing
Five Insider Secrets to Engaging Emails
Engaging readers who receive hundreds of emails a day is not easy, but it starts with the most critical starting point—empathy for their time.
Come see how various agencies have successfully deployed chatbots/AI to interact with the public and foster collaboration between teams!
Watch Video
2021
Call for Participation: 2021 Government UX Summit
Join us as virtual presenters for the 2021 Government UX Summit in June! This is a great opportunity to hone your UX skills with the best and brightest user experience researchers and designers from across the government.
Learn how journey maps and service blueprints help teams better understand how people really use our sites and services to do what they need to do.
Watch Video
2021
Customer Experience
Federal Student Aid’s New Virtual Assistant Offers Model for Improved Customer Service in Government
Aidan, Federal Student Aid’s new virtual assistant, gives customers instant responses to questions about financial aid, loan balances, repayment plans, where to find pages on StudentAid.gov, how to identify their loan servicers, and more, without having to contact a call center.
In this talk, we’ll focus on content creation and how accessibility supports multilingual work.
Watch Video
2020
This presentation lays out USPS.com’s continuous improvement approach and how it combines analytics and customer feedback with iterative heuristic reviews, design, and usability testing to monitor, improve, and evolve the USPS.com CX.
Watch Video
2020
Plain Language
2020 Federal Plain Language Summit
Join us for discussion from government and private-sector leaders on how to advance plain language in government communications. Hear lessons learned and victories of every size.
2020
Metrics
Zero Pageviews Is Your Goal: Finding Problem Pages with Website Analytics
Improve customer experience by turning your website analytics upside down to track the numbers for pages you DON’T want visitors to see.
Customer Experience
6 Ways Government Innovators Are Building Stronger Public Services
Learn how federal agencies are using AI, data, cloud computing, customer experience, and the TTS tech stack to improve civic resources for all Americans.
