Enhancing the customer-centricity of GSA websites

<!DOCTYPE html> <html lang="en-US" itemscope itemtype="http://schema.org/WebSite" prefix="og: http://ogp.me/ns#" > <head profile="http://gmpg.org/xfn/11"> <meta http-equiv="X-UA-Compatible" content="IE=edge" /> <meta http-equiv="Content-Type" content="text/html; charset=utf-8" /> <script async type="text/javascript" id="_fed_an_ua_tag" src="https://dap.digitalgov.gov/Universal-Federated-Analytics-Min.js?agency=GSA&subagency=TTS" ></script>  <script> dataLayer = [ { "content-type": "resource+page", topics: "design, analytics, Tag+Manager", }, ]; </script>  <script> (function (w, d, s, l, i) { w[l] = w[l] || []; w[l].push({ "gtm.start": new Date().getTime(), event: "gtm.js" }); var f = d.getElementsByTagName(s)[0], j = d.createElement(s), dl = l != "dataLayer" ? "&l=" + l : ""; j.async = true; j.src = "https://www.googletagmanager.com/gtm.js?id=" + i + dl; f.parentNode.insertBefore(j, f); })(window, document, "script", "dataLayer", "GTM-MZCKZPQ"); </script>   <title>Enhancing the customer-centricity of GSA websites – Digital.gov</title>  <meta name="description" content="An overview of GSA’s website evaluation process, which combines qualitative and quantitative data to assess website management and performance." /> <meta name="keywords" content="digital, government, technology, civic-tech,analytics, usability, customer-experience" />  <meta property="og:title" content="Enhancing the customer-centricity of GSA websites" /> <meta property="og:description" content="An overview of GSA’s website evaluation process, which combines qualitative and quantitative data to assess website management and performance." /> <meta property="og:type" content="article" /> <meta property="og:url" content="https://digital.gov/2024/10/30/enhancing-the-customer-centricity-of-gsa-websites/" /> <meta property="og:site_name" content="Digital.gov" /> <meta name="robots" content="index, follow" /> <meta property="og:locale" content="en_US" /> <meta property="og:image" content="https://s3.amazonaws.com/digitalgov/quantitative-qualitative-research-data-whale-design-istock-getty-images-1533625139.png" /> <meta property="og:image:alt" content=" " /> <meta property="fb:admins" content="100000569454928" /> <meta property="article:publisher" content="https://www.facebook.com/digitalgov" /><meta property="article:published_time" content="2024-10-30T00:00:00-0500" />   <meta name="twitter:card" content="summary_large_image" /> <meta name="twitter:site" content="@Digital_Gov" /> <meta name="twitter:creator" content="@Digital_Gov" /> <meta name="twitter:image:src" content="https://s3.amazonaws.com/digitalgov/quantitative-qualitative-research-data-whale-design-istock-getty-images-1533625139.png" /> <meta property="twitter:description" content="An overview of GSA’s website evaluation process, which combines qualitative and quantitative data to assess website management and performance." /> <meta property="twitter:title" content="Enhancing the customer-centricity of GSA websites" />    <link href="https://digital.gov/2024/10/30/enhancing-the-customer-centricity-of-gsa-websites/index.json" data-proofer-ignore rel="alternate" type="application/json" title="Digital.gov" />  <link rel="sitemap" type="application/xml" title="Digital.gov Sitemap" href="https://digital.gov/sitemap.xml" /> <meta name="theme-color" content="#656bd7" /> <meta name="msvalidate.01" content="A662823C2F59EB4F55F752CC752AC299" />  <link rel="stylesheet" href="https://digital.gov/dist/styles.css" type="text/css" media="all" /> <script src="https://digital.gov/dist/js/uswds-init.min.js"></script>  <link rel="apple-touch-icon" sizes="180x180" href="https://digital.gov/img/icons/apple-touch-icon.png?v=3" /> <link rel="icon" type="image/png" sizes="32x32" href="https://digital.gov/img/icons/favicon-32x32.png?v=3" /> <link rel="icon" type="image/png" sizes="16x16" href="https://digital.gov/img/icons/favicon-16x16.png?v=3" /> <link rel="manifest" href="https://digital.gov/img/icons/site.webmanifest?v=3" /> <link rel="mask-icon" href="https://digital.gov/img/icons/safari-pinned-tab.svg?v=3" color="#0076d6" /> <link rel="shortcut icon" href="https://digital.gov/img/icons/favicon.ico?v=3" /> <meta name="msapplication-TileColor" content="#0076d6" /> <meta name="theme-color" content="#ffffff" /> <meta name="viewport" content="width=device-width,initial-scale=1" /> </head> <body class="news page"><noscript ><iframe src="https://www.googletagmanager.com/ns.html?id=GTM-MZCKZPQ" height="0" width="0" style="display:none;visibility:hidden" ></iframe ></noscript>  <div class="paper"><a class="usa-skipnav" href="#main-content">Skip to main content</a> <section class="usa-banner gov-banner" aria-label="Official website of the United States government" > <div class="usa-accordion"> <header class="usa-banner__header"> <div class="usa-banner__inner"> <div class="grid-col-auto"><img aria-hidden="true" class="usa-banner__header-flag" src="/uswds/img/us_flag_small.png" alt="" width="16" height="11" /> </div> <div class="grid-col-fill tablet:grid-col-auto" aria-hidden="true"> <p class="usa-banner__header-text"> An official website of the United States government </p> <p class="usa-banner__header-action">Here’s how you know</p> </div> <button type="button" class="usa-accordion__button usa-banner__button" aria-expanded="false" aria-controls="gov-banner-default-default" > <span class="usa-banner__button-text">Here’s how you know</span> </button> </div> </header> <div class="usa-banner__content usa-accordion__content" id="gov-banner-default-default" > <div class="grid-row grid-gap-lg"> <div class="usa-banner__guidance tablet:grid-col-6"><img class="usa-banner__icon usa-media-block__img" src="/uswds/img/icon-dot-gov.svg" role="img" alt="" aria-hidden="true" /> <div class="usa-media-block__body"> <p> <strong>Official websites use .gov</strong> <br /> A <strong>.gov</strong> website belongs to an official government organization in the United States. </p> </div> </div> <div class="usa-banner__guidance tablet:grid-col-6"><img class="usa-banner__icon usa-media-block__img" src="/uswds/img/icon-https.svg" role="img" alt="" aria-hidden="true" /> <div class="usa-media-block__body"> <p> <strong>Secure .gov websites use HTTPS</strong><br />A <strong>lock</strong> ( <span class="icon-lock"> <svg xmlns="http://www.w3.org/2000/svg" width="52" height="64" viewBox="0 0 52 64" class="usa-banner__lock-image" role="img" aria-labelledby="banner-lock-description-default" focusable="false" > <title id="banner-lock-title-default">Lock</title> <desc id="banner-lock-description-default"> Locked padlock </desc> <path fill="#000000" fill-rule="evenodd" d="M26 0c10.493 0 19 8.507 19 19v9h3a4 4 0 0 1 4 4v28a4 4 0 0 1-4 4H4a4 4 0 0 1-4-4V32a4 4 0 0 1 4-4h3v-9C7 8.507 15.507 0 26 0zm0 8c-5.979 0-10.843 4.77-10.996 10.712L15 19v9h22v-9c0-6.075-4.925-11-11-11z" /> </svg> </span >) or <strong>https://</strong> means you’ve safely connected to the .gov website. Share sensitive information only on official, secure websites. </p> </div> </div> </div> </div> </div> </section> <section class="dg-site-alert usa-site-alert usa-site-alert--info " aria-label="Site alert" > <div class="usa-alert"> <div class="usa-alert__body"> <h3 class="usa-alert__heading">Hurricane guidance for U.S. government websites and social media</h3> <ul class="usa-list"> <li><a href="/hurricane-helene">digital.gov/hurricane-helene</a></li> <li><a href="/hurricane-milton">digital.gov/hurricane-milton</a></li> </ul> </div> </div> </section> <script type="text/javascript"> const links = document.querySelectorAll(".dg-site-alert a"); links.forEach((link) => link.classList.add("usa-link")); </script> <div class="usa-overlay"></div> <header class="usa-header usa-header--extended" role="banner"> <div class="usa-navbar"> <div class="usa-logo" id="extended-logo"> <em class="usa-logo__text"> <a href="https://digital.gov/" title="Digital.gov Home" aria-label="Digital.gov Home" > <img class="logo-black" src="https://digital.gov/img/digitalgov-logo.svg" alt="Digital.gov Logo" width="220" height="36" /> </a> </em> <p class="sub-head display-none">Guidance on building better digital services in government</p> </div> <button class="usa-menu-btn"> <svg class="usa-icon dg-icon dg-icon--standard margin-bottom-2px" aria-hidden="true" focusable="false" role="img" > <use xlink:href="/uswds/img/sprite.svg#menu"></use> </svg> Menu </button> </div> <nav aria-label="Primary navigation" class="usa-nav"> <div class="usa-nav__inner"> <button class="usa-nav__close"> <img src="/uswds/img/close.svg" alt="close" /> </button><ul class="usa-nav__primary usa-accordion"><li class="usa-nav__primary-item " > <a class="usa-nav__link" href="/news/" ><span>Blogs</span></a > </li><li class="usa-nav__primary-item " > <a class="usa-nav__link" href="/events/" ><span>Events</span></a > </li><li class="usa-nav__primary-item " > <a class="usa-nav__link" href="/resources/" ><span>Resources</span></a > </li><li class="usa-nav__primary-item " > <a class="usa-nav__link" href="/communities/" ><span>Communities</span></a > </li><li class="usa-nav__primary-item " > <a class="usa-nav__link" href="/guides/" ><span>Guides</span></a > </li><li class="usa-nav__primary-item " > <a class="usa-nav__link" href="/job-board/" ><span>Job board</span></a > </li></ul> <div class="usa-nav__secondary"> <ul class="usa-nav__secondary-links"> <li class="usa-nav__secondary-item"> <a href="/subscribe" ><span>Subscribe to our newsletter</span></a > </li> </ul> <form accept-charset="UTF-8" action="https://find.digitalgov.gov/search" id="search_form" method="get" class="usa-search usa-search--small" > <input name="utf8" type="hidden" value="✓" /> <input id="affiliate" name="affiliate" type="hidden" value="digitalgov" /> <div role="search"> <label class="usa-sr-only" for="query">Search small</label> <input class="usa-input" id="query" type="search" name="query" /> <button class="usa-button" name="commit" type="submit"> <img src="/uswds/img/usa-icons-bg/search--white.svg" class="usa-search__submit-icon" alt="Search" /> </button> </div> </form> </div> </div> </nav> </header> <main role="main" id="main-content"> <article class="grid-container-desktop" ><nav class="usa-breadcrumb usa-breadcrumb--wrap" aria-label="Breadcrumb"> <ol class="usa-breadcrumb__list"> <li class="usa-breadcrumb__list-item"> <a href="https://digital.gov/" class="usa-breadcrumb__link"> <span>Home</span> </a> </li> <li class="usa-breadcrumb__list-item"> <a href="https://digital.gov/news/" class="usa-breadcrumb__link" aria-label="Back to Blogs" > <span> Blogs</span> </a> </li> <li class="usa-breadcrumb__list-item usa-current" aria-current="page"> <span> Enhancing the customer-centricity of GSA websites</span> </li> </ol> </nav> <header> <div class="dg-page-header"> <h1> Enhancing the customer-centricity of GSA websites </h1> <div class="deck"> How to assess wildly different websites in a consistent way </div> </div> <div class="authors-list authors-list--inline"> <div class="author usa-media-block"> <img class="author__photo-img usa-media-block__img" src="https://github.com/beharti.png?size=50" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/behati-hart/ " title="Posts by Behati Hart" rel="author" aria-label="Read more articles by Behati Hart" >Behati Hart</a > </div> </div> </div> <div class="meta"> <div class="date"> <span title="Enhancing the customer-centricity of GSA websites" >Oct 30, 2024</span > </div> </div> </header> <section> <div class="grid-row tablet-lg:grid-gap-6"> <div class="grid-col-12 tablet-lg:grid-col-9 tablet-lg:order-last"> <div class="content usa-prose"><h2 id="designing-an-evaluation-process">Designing an evaluation process</h2> <p>The public evaluates our mission and services primarily through online interactions. In 2021, GSA’s Service Design program in the Office of Customer Experience launched a strategy to enhance our customers’ digital experience. Building upon our <a href="https://digital.gov/2024/04/16/determining-the-true-value-of-a-website-a-gsa-case-study/">case study on composite indicators</a>, we asked ourselves: How do we define compliance? How do we measure it in a consistent way? This led us to a critical prompt: How do we get these wildly different websites to behave in ways customers expect, while aligning to federal policy and law?</p> <p>Our objective was clear. We needed to design an evaluation process that captured qualitative and quantitative data to help us determine which websites needed improvement.</p> <p>Over the next three years, we launched a series of digital analytics tools, successfully inventoried over 180 public-facing websites, and interviewed close to 90 website managers to gain a clear understanding of our agency’s digital portfolio. We also produced over 160 recommendations reports (one for each website we evaluated), to help each web team improve digital experience and increase compliance with federal web policies. We learned strategies to integrate both qualitative and quantitative data, ensuring our transformation process remains tightly aligned with our customers’ needs.</p> <h2 id="the-evaluation-toolkit-qualitative-and-quantitative-data-in-concert">The evaluation toolkit: Qualitative and quantitative data in concert</h2> <p>Customer-centricity, also known as the understanding of customer needs and expectations, became the central theme of our website evaluation project. Using a combination of quantitative and qualitative approaches, we created a holistic view of each website’s performance and compliance. Furthermore, our team designed the Enterprise Digital Experience Index to improve the customer-centricity of GSA’s websites, and ground our work in GSA strategic goals and federal web policy, including <a href="https://digital.gov/resources/delivering-digital-first-public-experience/">the requirements for delivering a digital-first public experience</a>.</p> <p>The index uses qualitative and quantitative measures to determine whether sites are well-managed, and meet customer needs and agency mission. Our team leveraged a series of free, accessible digital analytics tools to evaluate the quantitative side. We also met with every website team in GSA to gather qualitative customer-centricity data.</p> <div class="image"> <img src="https://s3.amazonaws.com/digitalgov/quantitative-qualitative-research-data-whale-design-istock-getty-images-1533625139.png"alt="Two silhouettes face each other, comparing quantitative and qualitative research terms."/><p>Whale Design/iStock via Getty Images</p></div> <p>The <em>qualitative</em> component of the index uses <a href="https://digital.gov/guides/hcd/">human-centered design</a> interviews that have been compiled into evaluation documents. These evaluations identify such things as opportunities for additional coaching, sites that are not properly resourced to meet customer needs, and candidates for website modernization or decommissioning. We assessed each web team’s ability to identify their primary audience, site purpose, whether they used repeatable customer feedback mechanisms, and whether they took action based on customer feedback. Additionally, we evaluated whether teams possessed the necessary skills to improve their websites, and whether they used robust methodologies (in addition to Digital Analytics Program data) to measure the impact of these improvements.</p> <p>The <em>quantitative</em> component analyzed the website’s accessibility, performance and search engine optimization, user behavior, <a href="https://designsystem.digital.gov/">U.S. Web Design System (USWDS)</a> usage, and presence of <a href="https://digital.gov/resources/required-web-content-and-links/">required links</a>. We designed a Google Chrome extension for our agency, curated from free and accessible analytics tools such as:</p> <ul> <li><strong><a href="https://digital.gov/guides/site-scanning/">Site Scanner</a> and custom crawlers</strong>: These tools help us evaluate compliance with agency-determined performance indicators, including the presence of certain USWDS components, and required links (FOIA, accessibility statement, privacy policy, etc.).</li> <li><strong><a href="https://digital.gov/guides/dap/">Digital Analytics Program (DAP)</a></strong>: Integrated with Google Analytics, DAP offers a broad view of how users interact with the website, identifying such things as the top referring and outbound sites, page load times, and bounce rates.</li> <li><strong>Google Lighthouse</strong>: Assesses performance, search engine optimization, accessibility, and mobile optimization, and provides actionable insights to enhance site performance.</li> <li><strong>Accessibility testing</strong>: GSA has acquired and adopted a standard <a href="https://www.section508.gov/test/">accessibility testing</a> tool to help our web teams assess conformance with Section 508 standards. We scan for accessibility issues, focusing on critical metrics such as keyboard accessibility and alt text for images.</li> </ul> <h2 id="tightening-up-digital-experience">Tightening up digital experience</h2> <p>Sharing the data generated by these tools, along with appropriate context to help our teams understand the meaning of the data, led to significant improvements in website management and user experience.</p> <p>In the first year of the project, we implemented a digital registry that streamlined the data collection process. Within one month, 100% of our teams had participated and registered their sites — a stark improvement from the previous year’s 70% input rate.</p> <p>In the second year, we identified a responsible manager for 100% of our websites and partnered with GSA’s Office of Human Resources to develop a 3-part training series to orient people to the expectations and requirements of this role. This effort was based largely on what we learned through our qualitative analysis and has proven transformative for our agency. The management chain for each digital property is now visible at the enterprise level, and each website manager has a strong foundation in digital property management, in alignment with federal requirements and agency best practices. This project also inspired us to contribute to the design and launch of a new enterprise tool to display critical information about each GSA website, including linking each website to common service categories or themes. This helps our web teams gain a holistic perspective of their website and its role in the broader digital experience we offer GSA customers.</p> <p>In year three, we piloted annual website self-assessments via our Digital Lifecycle Program which provides a framework for website management at GSA. This program provides implementation guidance to comply with over 100+ federal requirements and is a roadmap launching and managing websites, and assessing how we invest in our digital portfolio.</p> <p>Over the course of this work, we discovered teams that hadn’t assessed the impact of their website on business operations and customer experience, and we identified several outdated products. These teams needed guidance on how to decommission websites that no longer served the public or supported agency mission. In 2024, we developed and published a decommissioning guide.</p> <p>Through the Digital Lifecycle Program, our agency has reduced our digital portfolio by over 35%, resulting in huge cost savings for the agency, and a better digital experience for our customers. This demonstrates that our collaborative approach to advancing information technology strategies and continually improving our customers’ digital experience is working.</p> <h2 id="embracing-digital-transformation">Embracing digital transformation</h2> <p>As GSA leadership continues to refine our agency vision for customer-centric <a href="https://digital.gov/topics/digital-service-delivery/">digital service delivery</a>, we can all demonstrate commitment through actions and resource allocation. Integrating both qualitative and quantitative data ensures our transformation process is tightly aligned with our customers’ needs, and positions GSA as a leader in customer centricity and digital excellence.</p> <h2 id="what-can-i-do-next">What can I do next?</h2> <p>Review <a href="https://digital.gov/resources/an-introduction-to-analytics/">an introduction to analytics</a> to learn how metrics and data can improve understanding of how people use your website.</p> <p>You can also join the <a href="https://digital.gov/communities/web-analytics-and-optimization/">Digital.gov Web Analytics Community of Practice</a> to connect with government web practitioners who are working to share and make better, data-informed decisions using web analytics and other optimization strategies.</p> <div class="box "> If you work at a U.S. federal government agency, and would like to learn more about this work, reach out to GSA’s Service Design team at <a href="mailto:customerexperience@gsa.gov">customerexperience@gsa.gov</a>. </div> <hr> <p><strong>Disclaimer</strong>: All references to specific brands, products, and/or companies are used only for illustrative purposes and do not imply endorsement by the U.S. federal government or any federal government agency.</p> </div> <script src="https://touchpoints.app.cloud.gov/touchpoints/dc4265f6.js" async ></script> <section class="touchpoints-form-container"> <button id="touchpoints-modal-button" class="usa-button" type="button"> Was this page helpful? </button> </section> </div> <div class="dg-sidebar grid-col-12 tablet-lg:grid-col-3"> <div class="authors-list "> <div class="author usa-media-block"> <img class="author__photo-img usa-media-block__img" src="https://github.com/beharti.png?size=50" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/behati-hart/ " title="Posts by Behati Hart" rel="author" aria-label="Read more articles by Behati Hart" >Behati Hart</a > <p class="author__details-agency"> GSA </p> </div> </div> </div> <div class="meta"> <div class="date"> <span title="Enhancing the customer-centricity of GSA websites" >Oct 30, 2024</span> </div> </div> <article class="dg-promos dg-related-communities"> <h3 class="dg-promos__heading">Join a Community</h3> <ul class="dg-promos__list"><li class="promo dg-promos__list-item"> <a href="https://digital.gov/communities/web-content-managers/?promo" title="Visit Join the Web Managers community page" class="dg-promos__link" > Join the Web Managers </a> </li><li class="promo dg-promos__list-item"> <a href="https://digital.gov/communities/web-analytics-and-optimization/?promo" title="Visit Join the Web Analytics community page" class="dg-promos__link" > Join the Web Analytics </a> </li><li class="promo dg-promos__list-item"> <a href="https://digital.gov/communities/contact-center/?promo" title="Visit Join the Contact Center community page" class="dg-promos__link" > Join the Contact Center </a> </li><li class="promo dg-promos__list-item"> <a href="https://digital.gov/communities/innovation-adoption/?promo" title="Visit Innovation Adoption community page" class="dg-promos__link" > Innovation Adoption </a> </li><li class="promo dg-promos__list-item"> <a href="https://digital.gov/communities/customer-experience/?promo" title="Visit Customer Experience community page" class="dg-promos__link" > Customer Experience </a> </li></ul> <footer class="dg-promos__footer"> <a href="/communities" class="dg-promos__more-link dg-more-link" > <span> See all 34 communities </span> <svg class="usa-icon dg-icon dg-icon--small margin-bottom-05" aria-hidden="true" focusable="false" > <use xlink:href="/uswds/img/sprite.svg#arrow_forward" ></use> </svg> </a> </footer> </article> <article class="list-topics"> <h3 class="dg-promos__heading">Related Topics</h3> <a href="https://digital.gov/topics/analytics/" data-topic="analytics" >Analytics</a > <a href="https://digital.gov/topics/customer-experience/" data-topic="customer-experience" >Customer experience</a > <a href="https://digital.gov/topics/usability/" data-topic="usability" >Usability</a ></article> <section class="share-tools"> <div class="grid-row"> <div class="grid-col-4"> <a class="twitter" aria-label="Share on Twitter" target="_blank" rel="noreferrer" href="http://twitter.com/share?url=https://digital.gov%2f2024%2f10%2f30%2fenhancing-the-customer-centricity-of-gsa-websites%2f&text=Enhancing%20the%20customer-centricity%20of%20GSA%20websites" > <svg class="usa-icon dg-icon dg-icon--large margin-bottom-05" aria-hidden="true" focusable="false" > <use xlink:href="/uswds/img/sprite.svg#x"></use> </svg> </a> </div> <div class="grid-col-4"> <a class="facebook" aria-label="Share on Facebook" target="_blank" rel="noreferrer" href="https://www.facebook.com/sharer/sharer.php?u=https://digital.gov%2f2024%2f10%2f30%2fenhancing-the-customer-centricity-of-gsa-websites%2f" > <svg class="usa-icon dg-icon dg-icon--large margin-bottom-05" aria-hidden="true" focusable="false" > <use xlink:href="/uswds/img/sprite.svg#facebook" ></use> </svg> </a> </div> <div class="grid-col-4"> <a class="linkedin" aria-label="Share on LinkedIn" target="_blank" rel="noreferrer" href="https://www.linkedin.com/sharing/share-offsite/?url=https://digital.gov%2f2024%2f10%2f30%2fenhancing-the-customer-centricity-of-gsa-websites%2f" > <svg class="usa-icon dg-icon dg-icon--large margin-bottom-05" aria-hidden="true" focusable="false" > <use xlink:href="/uswds/img/sprite.svg#linkedin" ></use> </svg> </a> </div> </div> <div class="grid-row"> <div class="grid-col-6"> <a target="_blank" title="Email this page" class="email" href="mailto:?subject=Enhancing%20the%20customer-centricity%20of%20GSA%20websites%20%7C%20Digital.gov&body=%20%20%0A-------%0AEnhancing%20the%20customer-centricity%20of%20GSA%20websites%0Ahttps://digital.govhttps%3a%2f%2fdigital.gov%2f2024%2f10%2f30%2fenhancing-the-customer-centricity-of-gsa-websites%2f%3Fem%0A-------%0A%0A♥ Sign-up%20for%20the%20Digital.gov%20newsletter%3A%20https%3A%2F%2Fdigital.gov%2Fsubscribe%2F" data-proofer-ignore > <svg class="usa-icon dg-icon dg-icon--standard margin-bottom-05" aria-hidden="true" focusable="false" > <use xlink:href="/uswds/img/sprite.svg#mail"></use> </svg> Email</a > </div> <div class="grid-col-6"> <a class="print" href="javascript:window.print()" onclick="window.print();return false;" > <svg class="usa-icon dg-icon dg-icon--standard margin-bottom-05" aria-hidden="true" focusable="false" > <use xlink:href="/uswds/img/sprite.svg#print"></use> </svg> Print </a> </div> </div> </section> </div> </div> </section> </article> </main><div id="overlay" class="page-details display-none"> <div class="contents"> <h6>File name</h6><p>2024-10-30-enhancing-the-customer-centricity-of-gsa-websites.md</p><h6>File path</h6> <p>news/2024/10/2024-10-30-enhancing-the-customer-centricity-of-gsa-websites.md</p><h6>Link Shortcode</h6><p>{{< link "news/2024/10/2024-10-30-enhancing-the-customer-centricity-of-gsa-websites.md</p> <p>" >}}</p><button class="close" type="button" name="button">close</button> </div> </div> <section id="newsletter-signup" aria-label="Subscribe to the Digital.gov newsletter" > <div class="grid-container grid-container-desktop"> <div class="grid-row tablet-lg:grid-gap-6"> <div class="grid-col-12 tablet:grid-col-7"> <section class="usa-sign-up"> <p class="blurb" id="newsletter-subscribe-description"> <strong>Join 18,000 others in government</strong> and subscribe to our newsletter — a round-up of the best digital news in government and across our field. </p> </section> </div> <div class="grid-col-12 tablet:grid-col-5"> <section class="usa-sign-up" aria-describedby="newsletter-subscribe-description" > <script src="https://public.govdelivery.com/assets/Signup.js" data-account-code="USGSA" data-signup-id="34948" ></script> </section> </div> </div> </div> </section> <footer class="usa-footer usa-footer--big" role="contentinfo"> <section class="return-to-top"> <div class="grid-container grid-container-desktop usa-footer__return-to-top" > <a href="#"> <span>Return to top</span> <svg class="usa-icon dg-icon dg-icon--standard margin-bottom-05" aria-hidden="true" focusable="false" > <use xlink:href="/uswds/img/sprite.svg#arrow_upward" ></use> </svg> </a> </div> </section> <div class="usa-footer__primary-section"> <div class="grid-container grid-container-desktop"> <nav class="usa-footer__nav" aria-label="Footer navigation"> <div class="grid-row grid-gap-4"> <div class="mobile-lg:grid-col-6 tablet-lg:grid-col-3"> <section class="usa-footer__primary-content usa-footer__primary-content--collapsible" > <h4 class="usa-footer__primary-link">Learn</h4> <ul class="usa-list usa-list--unstyled"><li class="usa-footer__secondary-link"> <a href="/news/">Blogs</a> </li><li class="usa-footer__secondary-link"> <a href="/events/">Events</a> </li><li class="usa-footer__secondary-link"> <a href="/resources/">Resources</a> </li><li class="usa-footer__secondary-link"> <a href="/communities/">Communities</a> </li><li class="usa-footer__secondary-link"> <a href="/guides/">Guides</a> </li><li class="usa-footer__secondary-link"> <a href="/job-board/">Job board</a> </li></ul> </section> </div> <div class="mobile-lg:grid-col-6 tablet-lg:grid-col-3"> <section class="usa-footer__primary-content usa-footer__primary-content--collapsible" > <h4 class="usa-footer__primary-link">Contribute</h4> <ul class="usa-list usa-list--unstyled"><li class="usa-footer__secondary-link"> <a href="/contribute/">Write for us</a> </li><li class="usa-footer__secondary-link"> <a href="/digitalgov-university/">Host an event</a> </li><li class="usa-footer__secondary-link"> <a href="https://github.com/GSA/digitalgov.gov/issues">Submit GitHub issue</a> </li></ul> </section> </div> <div class="mobile-lg:grid-col-6 tablet-lg:grid-col-3"> <section class="usa-footer__primary-content usa-footer__primary-content--collapsible" > <h4 class="usa-footer__primary-link">About</h4> <ul class="usa-list usa-list--unstyled"><li class="usa-footer__secondary-link"> <a href="/about/">About Us</a> </li><li class="usa-footer__secondary-link"> <a href="/policies/">Site Policies</a> </li><li class="usa-footer__secondary-link"> <a href="/about/contact/">Contact Us</a> </li><li class="usa-footer__secondary-link"> <a href="/about/manage-content/">Content schedule</a> </li></ul> </section> </div> <div class="mobile-lg:grid-col-6 tablet-lg:grid-col-3"> <section class="usa-footer__primary-content usa-footer__primary-content--collapsible" > <h4 class="usa-footer__primary-link">Social</h4> <ul class="usa-list usa-list--unstyled social-links"> <li class="usa-footer__secondary-link"> <svg class="usa-icon dg-icon dg-icon--standard margin-bottom-05" aria-hidden="true" focusable="false" > <use xlink:href="/uswds/img/sprite.svg#x" ></use> </svg> <a class="text-ink hover:text-ink text-no-underline hover:text-underline" href="https://twitter.com/digital_gov" >X (Formerly Twitter)</a > </li> <li class="usa-footer__secondary-link"> <svg class="usa-icon dg-icon dg-icon--standard margin-bottom-05" aria-hidden="true" focusable="false" > <use xlink:href="/uswds/img/sprite.svg#facebook" ></use> </svg> <a class="text-ink hover:text-ink text-no-underline hover:text-underline" href="https://www.facebook.com/digitalgov/" >Facebook</a > </li> <li class="usa-footer__secondary-link"> <svg class="usa-icon dg-icon dg-icon--standard margin-bottom-05" aria-hidden="true" focusable="false" > <use xlink:href="/uswds/img/sprite.svg#youtube" ></use> </svg> <a class="text-ink hover:text-ink text-no-underline hover:text-underline" href="https://youtube.com/@DigitalGov" >YouTube</a > </li> <li class="usa-footer__secondary-link"> <svg class="usa-icon dg-icon dg-icon--standard margin-bottom-05" aria-hidden="true" focusable="false" > <use xlink:href="/uswds/img/sprite.svg#linkedin" ></use> </svg> <a class="text-ink hover:text-ink text-no-underline hover:text-underline" href="https://www.linkedin.com/company/digitalgov-gsa/" >LinkedIn</a > </li> <li class="usa-footer__secondary-link"> <svg class="usa-icon dg-icon dg-icon--standard margin-bottom-05" aria-hidden="true" focusable="false" > <use xlink:href="/uswds/img/sprite.svg#rss_feed" ></use> </svg> <a class="text-ink hover:text-ink text-no-underline hover:text-underline" href="/index.xml" >RSS</a > </li> </ul> </section> </div> </div> </nav> </div> </div> </footer> <div class="usa-identifier"> <section class="usa-identifier__section usa-identifier__section--masthead" aria-label="Agency identifier" > <div class="usa-identifier__container"> <div class="usa-identifier__logos"> <a href="https://www.gsa.gov" class="usa-identifier__logo"> <img class="usa-identifier__logo-img" src="/img/gsa-logo-w100.png" alt="GSA logo" role="img" width="100" height="100" /> </a> </div> <section class="usa-identifier__identity" aria-label="Agency description" > <p class="usa-identifier__identity-domain">Digital.gov</p> <p class="usa-identifier__identity-disclaimer"> An official website of the <a href="https://www.gsa.gov">U.S. General Services Administration</a> </p> </section> </div> </section> <nav class="usa-identifier__section usa-identifier__section--required-links" aria-label="Important links" > <div class="usa-identifier__container"> <ul class="usa-identifier__required-links-list"> <li class="usa-identifier__required-links-item"> <a href="https://www.gsa.gov/about-us" class="usa-identifier__required-link usa-link" > About GSA </a> </li> <li class="usa-identifier__required-links-item"> <a href="https://www.gsa.gov/website-information/accessibility-statement" class="usa-identifier__required-link usa-link" > Accessibility statement </a> </li> <li class="usa-identifier__required-links-item"> <a href="https://www.gsa.gov/reference/freedom-of-information-act-foia" class="usa-identifier__required-link usa-link" > FOIA requests </a> </li> <li class="usa-identifier__required-links-item"> <a href="https://www.gsa.gov/reference/civil-rights-programs/the-no-fear-act" class="usa-identifier__required-link usa-link" > No FEAR Act data </a> </li> <li class="usa-identifier__required-links-item"> <a href="https://www.gsaig.gov/" class="usa-identifier__required-link usa-link" > Office of the Inspector General </a> </li> <li class="usa-identifier__required-links-item"> <a href="https://www.gsa.gov/reference/reports/budget-performance" class="usa-identifier__required-link usa-link" > Performance reports </a> </li> <li class="usa-identifier__required-links-item"> <a href="https://www.gsa.gov/website-information/website-policies" class="usa-identifier__required-link usa-link" > Privacy policy </a> </li> </ul> </div> </nav> <section class="usa-identifier__section usa-identifier__section--usagov" aria-label="U.S. government information and services" > <div class="usa-identifier__container"> <div class="usa-identifier__usagov-description"> Looking for U.S. government information and services? </div> <a href="https://www.usa.gov/" class="usa-link"> Visit USA.gov </a> </div> </section> </div> </div> <div id="clicks_iframe" class="display-none"></div> </body> <script type="text/javascript">let glossaryPath = null; const glossaryIcon = "\/uswds\/img\/sprite.svg#expand_more" </script> <script src="https://digital.gov/dist/js/uswds.min.js"></script> <script src="https://digital.gov/dist/js/main.js"></script> </html>

CINXE.COM

Enhancing the customer-centricity of GSA websites – Digital.gov