Customer experience – Digital.gov

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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.</p> </div> <div class="desktop:grid-col"> <div class="dg-card-legislation"> <div class="usa-card__container usa-card-group usa-card--flag"> <div class="usa-card__header"> <h2 class="dg-featured-resource__text-kicker">Related Policy</h2> <h2 class="usa-card__heading"> Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government </h2> </div> <div class="usa-card__media"> <div class="usa-card__img"> <img src="https://s3.amazonaws.com/digitalgov/legislative-stamp-card-logo-600.png" alt="Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government" /> </div> </div> <div class="usa-card__footer"> <a href="https://www.federalregister.gov/documents/2021/12/16/2021-27380/transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government" class="usa-button">Explore policy</a> </div> </div> </div> </div> </div> </div> <div class="dg-topic__featured grid-container-desktop"> <div class="dg-featured-resource"> <a href="/resources/customer-experience-toolkit/" class="dg-featured-resource__body"> <div class="dg-featured-resource__text"> <p class="dg-featured-resource__kicker">Featured Resource</p> <h2 class="dg-featured-resource__text-title">Customer Experience Toolkit</h2> <p class="dg-featured-resource__text-description">This Toolkit is intended to help government agencies improve how we deliver services and information to the public.</p> </div> </a> </div> <div class="dg-featured-resource"> <a href="/communities/user-experience/" class="dg-featured-resource__body"> <div class="dg-featured-resource__text"> <p class="dg-featured-resource__kicker">Communities of Practice</p> <h2 class="dg-featured-resource__text-title">Join the User Experience</h2> <p class="dg-featured-resource__text-description">Create better user-centered products for the public.</p> </div> </a> </div> </div> <div class="grid-container-desktop margin-y-6"> <h2>Customer experience: Essential knowledge</h2> <div class="dg-collection"> <ul class="usa-collection"> <li class="usa-collection__item"> <div class="usa-collection__img-wrapper"> <img class="usa-collection__img" src="/img/digit-50.png" alt="" aria-hidden="true" /> </div> <div class="usa-collection__body"> <h3 class="usa-collection__header"> <a class="usa-link" href="/resources/embedding-equity-in-civic-design-to-transform-customer-experience/" title="Embed equity in civic design to transform customer experience">Embed equity in civic design to transform customer experience</a> </h3> <p class="usa-collection__description"> 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. </p> </div> </li> <li class="usa-collection__item"> <div class="usa-collection__img-wrapper"> <img class="usa-collection__img" src="https://www.google.com/s2/favicons?domain=news.va.gov" alt="" aria-hidden="true" /> </div> <div class="usa-collection__body"> <h3 class="usa-collection__header"> <a class="usa-link" href="https://news.va.gov/81288/va-releases-customer-experience-cookbook-federal-agencies/" title="Follow time-tested steps from the VA Customer Experience Cookbook">Follow time-tested steps from the VA Customer Experience Cookbook</a> </h3> <p class="usa-collection__description"> The Department of Veterans Affairs (VA) Customer Experience Cookbook provides a guide for other government agencies looking to build customer experience capabilities. </p> </div> </li> <li class="usa-collection__item"> <div class="usa-collection__img-wrapper"> <img class="usa-collection__img" src="https://www.google.com/s2/favicons?domain=www.performance.gov" alt="" aria-hidden="true" /> </div> <div class="usa-collection__body"> <h3 class="usa-collection__header"> <a class="usa-link" href="https://www.performance.gov/pma/cx/" title="Adopt strategies to deliver excellent, equitable, and secure federal services and customer experience">Adopt strategies to deliver excellent, equitable, and secure federal services and customer experience</a> </h3> <p class="usa-collection__description"> The second priority of the President’s Management Agenda focuses on revolutionizing the federal government’s customer service delivery and rebuilding the customer experience. </p> </div> </li> <li class="usa-collection__item"> <div class="usa-collection__img-wrapper"> <img class="usa-collection__img" src="https://www.google.com/s2/favicons?domain=www.whitehouse.gov" alt="" aria-hidden="true" /> </div> <div class="usa-collection__body"> <h3 class="usa-collection__header"> <a class="usa-link" href="https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf" title="OMB Circular A-11 Section 280 (2023) – Managing Customer Experience and Improving Service (PDF, 385 KB, 14 pages)">OMB Circular A-11 Section 280 (2023) – Managing Customer Experience and Improving Service (PDF, 385 KB, 14 pages)</a> </h3> <p class="usa-collection__description"> 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. </p> </div> </li> </ul> </div> </div> <section class="dg-stream usa-section"> <div class="grid-container-desktop"> <h2>Customer experience events</h2> <article class="card card-event card-event--past card-linked" aria-labelledby="spring-2024-community-summit" > <div class="card-event__main"> <div class="card-event__header"><div class="flex-align-end card-event__kicker"> <span>Annual Gathering</span> </div><h2 class="card-event__title" id="spring-2024-community-summit"> <a href="https://digital.gov/event/2024/03/13/spring-2024-community-summit/" title="Spring 2024 Community Summit" rel="bookmark" >Spring 2024 Community Summit</a > </h2> </div> <div class="card-event__body"><div class="card-event__summary"> Digital service experts across the federal government will share case studies and best practices on delivering a digital-first public experience. </div> </div> </div> <div class="card-event__aside"> <div class="card-event__date"> <time class="card-event__datetime" datetime="2024-03-13"> <span class="card-event__datetime-month" >Mar</span > <span class="card-event__datetime-day" >13<span class="card-event__datetime-comma">,</span> </span> <span class="card-event__datetime-year--mobile" >2024</span > </time> <span class="card-event__date-label"> <span class="card-event__datetime-year" >2024</span > </span> </div> </div> </article> <article class="card card-event card-event--past card-linked" aria-labelledby="uswds-monthly-call-november-2023" > <div class="card-event__main"> <div class="card-event__header"><div class="flex-align-end card-event__kicker"> <span>Next steps in the U.S. Web Design System’s inclusive usability research</span> </div><h2 class="card-event__title" id="uswds-monthly-call-november-2023"> <a href="https://digital.gov/event/2023/11/16/uswds-monthly-call-november-2023/" title="USWDS Monthly Call - November 2023" rel="bookmark" >USWDS Monthly Call - November 2023</a > </h2> </div> <div class="card-event__body"><div class="card-event__summary"> The USWDS team will continue sharing our progress to improve ongoing research, publishing results and addressing recent findings. </div><div class="card-event__watch-label"> <svg class="usa-icon dg-icon dg-icon--large margin-bottom-05" aria-hidden="true" focusable="false" > <use xlink:href="/uswds/img/sprite.svg#youtube" ></use> </svg> Watch Video </div> </div> </div> <div class="card-event__aside"> <div class="card-event__date"> <time class="card-event__datetime" datetime="2023-11-16"> <span class="card-event__datetime-month" >Nov</span > <span class="card-event__datetime-day" >16<span class="card-event__datetime-comma">,</span> </span> <span class="card-event__datetime-year--mobile" >2023</span > </time> <span class="card-event__date-label"> <span class="card-event__datetime-year" >2023</span > </span> </div> </div> </article> <article class="card card-event card-event--past card-linked" aria-labelledby="uswds-monthly-call-october-2023" > <div class="card-event__main"> <div class="card-event__header"><div class="flex-align-end card-event__kicker"> <span>Conducting user research with people with disabilities</span> </div><h2 class="card-event__title" id="uswds-monthly-call-october-2023"> <a href="https://digital.gov/event/2023/10/19/uswds-monthly-call-october-2023/" title="USWDS Monthly Call - October 2023" rel="bookmark" >USWDS Monthly Call - October 2023</a > </h2> </div> <div class="card-event__body"><div class="card-event__summary"> This month, we’ll share progress and findings from our recent effort to improve our ongoing research practice. </div><div class="card-event__watch-label"> <svg class="usa-icon dg-icon dg-icon--large margin-bottom-05" aria-hidden="true" focusable="false" > <use xlink:href="/uswds/img/sprite.svg#youtube" ></use> </svg> Watch Video </div> </div> </div> <div class="card-event__aside"> <div class="card-event__date"> <time class="card-event__datetime" datetime="2023-10-19"> <span class="card-event__datetime-month" >Oct</span > <span class="card-event__datetime-day" >19<span class="card-event__datetime-comma">,</span> </span> <span class="card-event__datetime-year--mobile" >2023</span > </time> <span class="card-event__date-label"> <span class="card-event__datetime-year" >2023</span > </span> </div> </div> </article> <article class="card card-event card-event--past card-linked" aria-labelledby="2023-government-ux-summit" > <div class="card-event__main"> <div class="card-event__header"><div class="flex-align-end card-event__kicker"> <span>Annual Summit</span> </div><h2 class="card-event__title" id="2023-government-ux-summit"> <a href="https://digital.gov/event/2023/06/14/2023-government-ux-summit/" title="2023 Government UX Summit" rel="bookmark" >2023 Government UX Summit</a > </h2> </div> <div class="card-event__body"><div class="card-event__summary"> User experience (UX) experts across the federal government will share case studies and best practices during this virtual summit. </div> </div> </div> <div class="card-event__aside"> <div class="card-event__date"> <time class="card-event__datetime" datetime="2023-06-14"> <span class="card-event__datetime-month" >Jun</span > <span class="card-event__datetime-day" >14<span class="card-event__datetime-comma">,</span> </span> <span class="card-event__datetime-year--mobile" >2023</span > </time> <span class="card-event__date-label"> <span class="card-event__datetime-year" >2023</span > </span> </div> </div> </article> <article class="card card-event card-event--past card-linked" aria-labelledby="strengthening-information-accessibility-for-consumers-with-limited-english-proficiency" > <div class="card-event__main"> <div class="card-event__header"><div class="flex-align-end card-event__kicker"> <span>ConsumerFinance.gov</span> </div><h2 class="card-event__title" id="strengthening-information-accessibility-for-consumers-with-limited-english-proficiency"> <a href="https://digital.gov/event/2023/05/24/strengthening-information-accessibility-for-consumers-with-limited-english-proficiency/" title="Strengthening information accessibility for consumers with limited English proficiency" rel="bookmark" >Strengthening information accessibility for consumers with limited English proficiency</a > </h2> </div> <div class="card-event__body"><div class="card-event__summary"> Tune in to learn what the Consumer Financial Protection Bureau (CFPB) is doing to ensure financial products and services are accessible to all consumers, including those with limited English proficiency. </div> </div> </div> <div class="card-event__aside"> <div class="card-event__date"> <time class="card-event__datetime" datetime="2023-05-24"> <span class="card-event__datetime-month" >May</span > <span class="card-event__datetime-day" >24<span class="card-event__datetime-comma">,</span> </span> <span class="card-event__datetime-year--mobile" >2023</span > </time> <span class="card-event__date-label"> <span class="card-event__datetime-year" >2023</span > </span> </div> </div> </article> </div> <div class="grid-container-desktop"> <h2>Customer experience news</h2> <article class="card card-news--internal card-linked" aria-labelledby="title-enhancing-the-customer-centricity-of-gsa-websites" > <div class="card__content"> <h3 id="title-enhancing-the-customer-centricity-of-gsa-websites"> <a href="https://digital.gov/2024/10/30/enhancing-the-customer-centricity-of-gsa-websites/">Enhancing the customer-centricity of GSA websites</a> </h3><div class="summary"> <p>An overview of GSA’s website evaluation process, which combines qualitative and quantitative data to assess website management and performance.</p> </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> <div class="card__media"> <div class="media-featured"> <a href="https://digital.gov/2024/10/30/enhancing-the-customer-centricity-of-gsa-websites/" title="Enhancing the customer-centricity of GSA websites"> <img src="https://s3.amazonaws.com/digitalgov/quantitative-qualitative-research-data-whale-design-istock-getty-images-1533625139_w800.png" aria-hidden="true" alt="" /> </a> </div> </div> <div class="card__meta"> <div class="date">Oct 30, 2024</div> </div> </article> <article class="card card-news--internal card-linked" aria-labelledby="title-making-the-case-for-human-centered-design-a-department-of-justice-case-study" > <div class="card__content"> <h3 id="title-making-the-case-for-human-centered-design-a-department-of-justice-case-study"> <a href="https://digital.gov/2024/10/28/making-the-case-for-human-centered-design-a-department-of-justice-case-study/">Making the case for human-centered design: A Department of Justice case study</a> </h3><div class="summary"> <p>The Access DOJ initiative shares nine lessons on making services more accessible, effective, and efficient.</p> </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/beckyslogeris.png?size=50" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/becky-slogeris/ " title="Posts by Becky Slogeris" rel="author" aria-label="Read more articles by Becky Slogeris" >Becky Slogeris</a > </div> </div> <div class="author usa-media-block"> <img class="author__photo-img usa-media-block__img" src="https://digital.gov/img/digit-dark.png" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/kim-lopez/ " title="Posts by Kim Lopez" rel="author" aria-label="Read more articles by Kim Lopez" >Kim Lopez</a > </div> </div> </div> </div> <div class="card__media"> <div class="media-featured"> <a href="https://digital.gov/2024/10/28/making-the-case-for-human-centered-design-a-department-of-justice-case-study/" title="Making the case for human-centered design: A Department of Justice case study"> <img src="https://s3.amazonaws.com/digitalgov/justice-scales-svetlana-shamshurina-istock-getty-images-1226475738_w800.png" aria-hidden="true" alt="" /> </a> </div> </div> <div class="card__meta"> <div class="date">Oct 28, 2024</div> </div> </article> <article class="card card-news--internal card-linked" aria-labelledby="title-making-targeted-improvements-to-nps.gov-a-case-study-from-the-national-park-service" > <div class="card__content"> <h3 id="title-making-targeted-improvements-to-nps.gov-a-case-study-from-the-national-park-service"> <a href="https://digital.gov/2024/10/11/making-targeted-improvements-to-nps-gov-a-case-study-from-the-national-park-service/">Making targeted improvements to NPS.gov: A case study from the National Park Service</a> </h3><div class="summary"> <p>NPS enhances user experience on NPS.gov by integrating Digital Analytics Program web analytics data and customer feedback from GSA Touchpoints.</p> </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/rangernathan.png?size=50" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/nathan-king/ " title="Posts by Nathan King" rel="author" aria-label="Read more articles by Nathan King" >Nathan King</a > </div> </div> </div> </div> <div class="card__media"> <div class="media-featured"> <a href="https://digital.gov/2024/10/11/making-targeted-improvements-to-nps-gov-a-case-study-from-the-national-park-service/" title="Making targeted improvements to NPS.gov: A case study from the National Park Service"> <img src="https://s3.amazonaws.com/digitalgov/national-park-service-nps-homepage-october-2024_w800.png" aria-hidden="true" alt="" /> </a> </div> </div> <div class="card__meta"> <div class="date">Oct 11, 2024</div> </div> </article> <article class="card card-news--internal card-linked" aria-labelledby="title-building-a-culture-of-customer-experience-across-government" > <div class="card__content"> <h3 id="title-building-a-culture-of-customer-experience-across-government"> <a href="https://digital.gov/2024/10/07/building-a-culture-of-customer-experience-across-government/">Building a culture of customer experience across government</a> </h3><div class="summary"> <p>The Life Experience teams contain lessons for establishing a culture of customer experience in government, shifting to a focus on organizational practices.</p> </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://digital.gov/img/digit-light.png" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/kennedy-alexis/ " title="Posts by Kennedy Alexis" rel="author" aria-label="Read more articles by Kennedy Alexis" >Kennedy Alexis</a > </div> </div> <div class="author usa-media-block"> <img class="author__photo-img usa-media-block__img" src="https://digital.gov/img/digit-dark.png" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/louisa-sholar/ " title="Posts by Louisa Sholar" rel="author" aria-label="Read more articles by Louisa Sholar" >Louisa Sholar</a > </div> </div> <div class="author usa-media-block"> <img class="author__photo-img usa-media-block__img" src="https://digital.gov/img/digit-dark.png" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/samantha-noor/ " title="Posts by Samantha Noor" rel="author" aria-label="Read more articles by Samantha Noor" >Samantha Noor</a > </div> </div> </div> </div> <div class="card__media"> <div class="media-featured"> <a href="https://digital.gov/2024/10/07/building-a-culture-of-customer-experience-across-government/" title="Building a culture of customer experience across government"> <img src="https://s3.amazonaws.com/digitalgov/lightbulb-anastasia-usenko-istock-getty-images-1208535618_w800.png" aria-hidden="true" alt="" /> </a> </div> </div> <div class="card__meta"> <div class="date">Oct 07, 2024</div> </div> </article> <article class="card card-news--external card-linked" aria-labelledby="title-user-research-and-the-paperwork-reduction-act" > <div class="card__content"> <div class="card__summary"> <h3 id="title-user-research-and-the-paperwork-reduction-act"> <a href="https://www.usds.gov/news-and-blog/user-research-and-the-paperwork-reduction-act">User research and the Paperwork Reduction Act</a> </h3> <p>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.<em class="card__source source" >— via <a href="https://www.usds.gov/news-and-blog/user-research-and-the-paperwork-reduction-act" title="Read at U.S. Digital Service" >U.S. Digital Service</a ></em > </p> </div> </div> <div class="card__media"> <img src="/logos/usds-logo.png" alt="usds logo" /> </div> <div class="card__meta"> <div class="date">Aug 20, 2024</div> </div> </article> </div> </section> <section class="grid-container-desktop usa-section"> <div class="dg-collection"> <h2 class="dg-collection__header" > Resources on Customer experience </h2> <ul class="usa-collection"> <li class="usa-collection__item"> <div class="usa-collection__img-wrapper"> <img class="usa-collection__img" src="/img/digit-50.png" alt="" aria-hidden="true" /> </div> <div class="usa-collection__body"> <h3 class="usa-collection__header"> <a class="usa-link" href="/resources/an-introduction-to-customer-experience/" title="An introduction to customer experience">An introduction to customer experience</a> </h3> <p class="usa-collection__description"> 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. </p> </div> </li> <li class="usa-collection__item"> <div class="usa-collection__img-wrapper"> <img class="usa-collection__img" src="/img/digit-50.png" alt="" aria-hidden="true" /> </div> <div class="usa-collection__body"> <h3 class="usa-collection__header"> <a class="usa-link" href="/resources/embedding-equity-in-civic-design-to-transform-customer-experience/" title="Embedding Equity in Civic Design to Transform Customer Experience">Embedding Equity in Civic Design to Transform Customer Experience</a> </h3> <p class="usa-collection__description"> This case study describes how two civic designers at different agencies embed equity in civic design to transform federal customer experience. </p> </div> </li> <li class="usa-collection__item"> <div class="usa-collection__img-wrapper"> <img class="usa-collection__img" src="/logos/nara-icon.png" alt="" aria-hidden="true" /> </div> <div class="usa-collection__body"> <h3 class="usa-collection__header"> <a class="usa-link" href="https://www.federalregister.gov/documents/2021/12/16/2021-27380/transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government" title="Executive Order 14058: Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government">Executive Order 14058: Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government</a> </h3> <p class="usa-collection__description"> A more simple, seamless, and secure customer experience for the American public. </p> </div> </li> <li class="usa-collection__item"> <div class="usa-collection__img-wrapper"> <img class="usa-collection__img" src="/img/digit-50.png" alt="" aria-hidden="true" /> </div> <div class="usa-collection__body"> <h3 class="usa-collection__header"> <a class="usa-link" href="/resources/how-to-present-like-a-pro/" title="How to Present Like a Pro">How to Present Like a Pro</a> </h3> <p class="usa-collection__description"> Wendy Wagner-Smith of the Small Business Administration (SBA) shares her tips and tricks for presenting virtually. </p> </div> </li> <li class="usa-collection__item"> <div class="usa-collection__img-wrapper"> <img class="usa-collection__img" src="https://www.google.com/s2/favicons?domain=https://www.dhs.gov/cx/dhs-usability-testing-kit" alt="" aria-hidden="true" /> </div> <div class="usa-collection__body"> <h3 class="usa-collection__header"> <a class="usa-link" href="https://www.dhs.gov/cx/dhs-usability-testing-kit" title="Department of Homeland Security: Usability Testing Kit">Department of Homeland Security: Usability Testing Kit</a> </h3> <p class="usa-collection__description"> A resource with four approaches to help federal employees perform usability testing. </p> </div> </li> <li class="usa-collection__item"> <div class="usa-collection__img-wrapper"> <img class="usa-collection__img" src="/logos/performancegov-icon.png" alt="" aria-hidden="true" /> </div> <div class="usa-collection__body"> <h3 class="usa-collection__header"> <a class="usa-link" href="https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf" title="OMB Circular A-11 Section 280: Managing Customer Experience and Improving Service Delivery">OMB Circular A-11 Section 280: Managing Customer Experience and Improving Service Delivery</a> </h3> <p class="usa-collection__description"> Guidance on how to measure customer experience, including questions on satisfaction and confidence and trust in section 280.7 </p> </div> </li> <li class="usa-collection__item"> <div class="usa-collection__img-wrapper"> <img class="usa-collection__img" src="/img/digit-50.png" alt="" aria-hidden="true" /> </div> <div class="usa-collection__body"> <h3 class="usa-collection__header"> <a class="usa-link" href="/resources/an-advanced-approach-to-accessibility/" title="An advanced approach to accessibility">An advanced approach to accessibility</a> </h3> <p class="usa-collection__description"> A deeper look at accessibility: what to do, how to do it, and why it matters. </p> </div> </li> <li class="usa-collection__item"> <div class="usa-collection__img-wrapper"> <img class="usa-collection__img" src="/img/digit-50.png" alt="" aria-hidden="true" /> </div> <div class="usa-collection__body"> <h3 class="usa-collection__header"> <a class="usa-link" href="/resources/guide-paperwork-reduction-act/" title="Guide to the Paperwork Reduction Act">Guide to the Paperwork Reduction Act</a> </h3> <p class="usa-collection__description"> A plain language guide which answers the most common questions to the PRA. </p> </div> </li> <li class="usa-collection__item"> <div class="usa-collection__img-wrapper"> <img class="usa-collection__img" src="/img/digit-50.png" alt="" aria-hidden="true" /> </div> <div class="usa-collection__body"> <h3 class="usa-collection__header"> <a class="usa-link" href="/resources/customer-experience-toolkit/" title="Customer Experience Toolkit">Customer Experience Toolkit</a> </h3> <p class="usa-collection__description"> This Toolkit is intended to help government agencies improve how we deliver services and information to the public. </p> </div> </li> <li class="usa-collection__item"> <div class="usa-collection__img-wrapper"> <img class="usa-collection__img" src="/img/digit-50.png" alt="" aria-hidden="true" /> </div> <div class="usa-collection__body"> <h3 class="usa-collection__header"> <a class="usa-link" href="/resources/required-web-content-and-links/" title="Required web content and links">Required web content and links</a> </h3> <p class="usa-collection__description"> Various policies require you to have certain content—or provide links to content—from specific places on your website. </p> </div> </li> </ul> </div> <div class="dg-collection"> <h2 class="dg-collection__header" > Tools and Services </h2> <ul class="usa-collection"> <li class="usa-collection__item"> <div class="usa-collection__img-wrapper"> <img class="usa-collection__img" src="/logos/usagov-icon.png" alt="" aria-hidden="true" /> </div> <div class="usa-collection__body"> <h3 class="usa-collection__header"> <a class="usa-link" href="https://www.usa.gov/" title="USAGov and USAGov en Español">USAGov and USAGov en Español</a> </h3> <p class="usa-collection__description"> A customer service platform that helps the public navigate the government space by providing topical information and services in English and Spanish. </p> </div> </li> <li class="usa-collection__item"> <div class="usa-collection__img-wrapper"> <img class="usa-collection__img" src="https://www.google.com/s2/favicons?domain=https://touchpoints.digital.gov/" alt="" aria-hidden="true" /> </div> <div class="usa-collection__body"> <h3 class="usa-collection__header"> <a class="usa-link" href="https://touchpoints.digital.gov/" title="Touchpoints">Touchpoints</a> </h3> <p class="usa-collection__description"> Touchpoints offers a simple, flexible, and convenient way to start collecting customer feedback so you can focus on serving customers rather than managing surveys. </p> </div> </li> </ul> </div> </section> <div class="usa-section usa-section--light"> <div class="grid-container grid-container-desktop"> <h2 id="dg-stream-pagination-header"> More News and Events on Customer experience</h2> <p>237 posts</p> <article class="card card-news--internal card-linked" aria-labelledby="title-enhancing-the-customer-centricity-of-gsa-websites" > <div class="card__content"> <h3 id="title-enhancing-the-customer-centricity-of-gsa-websites"> <a href="https://digital.gov/2024/10/30/enhancing-the-customer-centricity-of-gsa-websites/">Enhancing the customer-centricity of GSA websites</a> </h3><div class="summary"> <p>An overview of GSA’s website evaluation process, which combines qualitative and quantitative data to assess website management and performance.</p> </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> <div class="card__media"> <div class="media-featured"> <a href="https://digital.gov/2024/10/30/enhancing-the-customer-centricity-of-gsa-websites/" title="Enhancing the customer-centricity of GSA websites"> <img src="https://s3.amazonaws.com/digitalgov/quantitative-qualitative-research-data-whale-design-istock-getty-images-1533625139_w800.png" aria-hidden="true" alt="" /> </a> </div> </div> <div class="card__meta"> <div class="date">Oct 30, 2024</div> </div> </article> <article class="card card-news--internal card-linked" aria-labelledby="title-making-the-case-for-human-centered-design-a-department-of-justice-case-study" > <div class="card__content"> <h3 id="title-making-the-case-for-human-centered-design-a-department-of-justice-case-study"> <a href="https://digital.gov/2024/10/28/making-the-case-for-human-centered-design-a-department-of-justice-case-study/">Making the case for human-centered design: A Department of Justice case study</a> </h3><div class="summary"> <p>The Access DOJ initiative shares nine lessons on making services more accessible, effective, and efficient.</p> </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/beckyslogeris.png?size=50" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/becky-slogeris/ " title="Posts by Becky Slogeris" rel="author" aria-label="Read more articles by Becky Slogeris" >Becky Slogeris</a > </div> </div> <div class="author usa-media-block"> <img class="author__photo-img usa-media-block__img" src="https://digital.gov/img/digit-dark.png" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/kim-lopez/ " title="Posts by Kim Lopez" rel="author" aria-label="Read more articles by Kim Lopez" >Kim Lopez</a > </div> </div> </div> </div> <div class="card__media"> <div class="media-featured"> <a href="https://digital.gov/2024/10/28/making-the-case-for-human-centered-design-a-department-of-justice-case-study/" title="Making the case for human-centered design: A Department of Justice case study"> <img src="https://s3.amazonaws.com/digitalgov/justice-scales-svetlana-shamshurina-istock-getty-images-1226475738_w800.png" aria-hidden="true" alt="" /> </a> </div> </div> <div class="card__meta"> <div class="date">Oct 28, 2024</div> </div> </article> <article class="card card-news--internal card-linked" aria-labelledby="title-making-targeted-improvements-to-nps.gov-a-case-study-from-the-national-park-service" > <div class="card__content"> <h3 id="title-making-targeted-improvements-to-nps.gov-a-case-study-from-the-national-park-service"> <a href="https://digital.gov/2024/10/11/making-targeted-improvements-to-nps-gov-a-case-study-from-the-national-park-service/">Making targeted improvements to NPS.gov: A case study from the National Park Service</a> </h3><div class="summary"> <p>NPS enhances user experience on NPS.gov by integrating Digital Analytics Program web analytics data and customer feedback from GSA Touchpoints.</p> </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/rangernathan.png?size=50" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/nathan-king/ " title="Posts by Nathan King" rel="author" aria-label="Read more articles by Nathan King" >Nathan King</a > </div> </div> </div> </div> <div class="card__media"> <div class="media-featured"> <a href="https://digital.gov/2024/10/11/making-targeted-improvements-to-nps-gov-a-case-study-from-the-national-park-service/" title="Making targeted improvements to NPS.gov: A case study from the National Park Service"> <img src="https://s3.amazonaws.com/digitalgov/national-park-service-nps-homepage-october-2024_w800.png" aria-hidden="true" alt="" /> </a> </div> </div> <div class="card__meta"> <div class="date">Oct 11, 2024</div> </div> </article> <article class="card card-news--internal card-linked" aria-labelledby="title-building-a-culture-of-customer-experience-across-government" > <div class="card__content"> <h3 id="title-building-a-culture-of-customer-experience-across-government"> <a href="https://digital.gov/2024/10/07/building-a-culture-of-customer-experience-across-government/">Building a culture of customer experience across government</a> </h3><div class="summary"> <p>The Life Experience teams contain lessons for establishing a culture of customer experience in government, shifting to a focus on organizational practices.</p> </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://digital.gov/img/digit-light.png" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/kennedy-alexis/ " title="Posts by Kennedy Alexis" rel="author" aria-label="Read more articles by Kennedy Alexis" >Kennedy Alexis</a > </div> </div> <div class="author usa-media-block"> <img class="author__photo-img usa-media-block__img" src="https://digital.gov/img/digit-dark.png" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/louisa-sholar/ " title="Posts by Louisa Sholar" rel="author" aria-label="Read more articles by Louisa Sholar" >Louisa Sholar</a > </div> </div> <div class="author usa-media-block"> <img class="author__photo-img usa-media-block__img" src="https://digital.gov/img/digit-dark.png" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/samantha-noor/ " title="Posts by Samantha Noor" rel="author" aria-label="Read more articles by Samantha Noor" >Samantha Noor</a > </div> </div> </div> </div> <div class="card__media"> <div class="media-featured"> <a href="https://digital.gov/2024/10/07/building-a-culture-of-customer-experience-across-government/" title="Building a culture of customer experience across government"> <img src="https://s3.amazonaws.com/digitalgov/lightbulb-anastasia-usenko-istock-getty-images-1208535618_w800.png" aria-hidden="true" alt="" /> </a> </div> </div> <div class="card__meta"> <div class="date">Oct 07, 2024</div> </div> </article> <article class="card card-news--external card-linked" aria-labelledby="title-user-research-and-the-paperwork-reduction-act" > <div class="card__content"> <div class="card__summary"> <h3 id="title-user-research-and-the-paperwork-reduction-act"> <a href="https://www.usds.gov/news-and-blog/user-research-and-the-paperwork-reduction-act">User research and the Paperwork Reduction Act</a> </h3> <p>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.<em class="card__source source" >— via <a href="https://www.usds.gov/news-and-blog/user-research-and-the-paperwork-reduction-act" title="Read at U.S. Digital Service" >U.S. Digital Service</a ></em > </p> </div> </div> <div class="card__media"> <img src="/logos/usds-logo.png" alt="usds logo" /> </div> <div class="card__meta"> <div class="date">Aug 20, 2024</div> </div> </article> <article class="card card-news--external card-linked" aria-labelledby="title-developing-an-easier-way-to-recruit-user-research-participants" > <div class="card__content"> <div class="card__summary"> <h3 id="title-developing-an-easier-way-to-recruit-user-research-participants"> <a href="https://blog.usa.gov/developing-an-easier-way-to-recruit-user-research-participants">Developing an easier way to recruit user research participants</a> </h3> <p>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.<em class="card__source source" >— via <a href="https://blog.usa.gov/developing-an-easier-way-to-recruit-user-research-participants" title="Read at USA.gov" >USA.gov</a ></em > </p> </div> </div> <div class="card__media"> <img src="/logos/usagov-logo.png" alt="usagov logo" /> </div> <div class="card__meta"> <div class="date">Aug 06, 2024</div> </div> </article> <article class="card card-news--internal card-linked" aria-labelledby="title-a-small-teams-journey-through-digital-maturity" > <div class="card__content"> <h3 id="title-a-small-teams-journey-through-digital-maturity"> <a href="https://digital.gov/2024/07/08/a-small-teams-journey-through-digital-maturity/">A small team’s journey through digital maturity</a> </h3><div class="summary"> <p>As a small team, Digital.gov adopted user research and customer experience early. That foundation helps develop evidence-based strategies for today.</p> </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/sarah-sch.png?size=50" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/sarah-schroeder/ " title="Posts by Sarah Schroeder" rel="author" aria-label="Read more articles by Sarah Schroeder" >Sarah Schroeder</a > </div> </div> </div> </div> <div class="card__media"> </div> <div class="card__meta"> <div class="date">Jul 08, 2024</div> </div> </article> <article class="card card-news--external card-linked" aria-labelledby="title-federal-customer-experience-omb-has-taken-actions-to-implement-cross-agency-priority-goals" > <div class="card__content"> <div class="card__summary"> <h3 id="title-federal-customer-experience-omb-has-taken-actions-to-implement-cross-agency-priority-goals"> <a href="https://www.gao.gov/products/gao-24-106632">Federal customer experience: OMB has taken actions to implement cross-agency priority goals</a> </h3> <p>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.<em class="card__source source" >— via <a href="https://www.gao.gov/products/gao-24-106632" title="Read at Government Accountability Office" >Government Accountability Office</a ></em > </p> </div> </div> <div class="card__media"> <img src="/logos/gao-logo.png" alt="gao logo" /> </div> <div class="card__meta"> <div class="date">Jun 06, 2024</div> </div> </article> <article class="card card-news--external card-linked" aria-labelledby="title-progress-towards-delivering-a-digital-first-public-experience" > <div class="card__content"> <div class="card__summary"> <h3 id="title-progress-towards-delivering-a-digital-first-public-experience"> <a href="https://www.whitehouse.gov/omb/briefing-room/2024/04/17/progress-towards-delivering-a-digital-first-public-experience/">Progress towards delivering a digital-first public experience</a> </h3> <p>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.<em class="card__source source" >— via <a href="https://www.whitehouse.gov/omb/briefing-room/2024/04/17/progress-towards-delivering-a-digital-first-public-experience/" title="Read at The White House" >The White House</a ></em > </p> </div> </div> <div class="card__media"> <img src="/logos/whitehouse-logo.png" alt="whitehouse logo" /> </div> <div class="card__meta"> <div class="date">Apr 17, 2024</div> </div> </article> <article class="card card-news--internal card-linked" aria-labelledby="title-delivering-seamless-customer-journeys" > <div class="card__content"> <h3 id="title-delivering-seamless-customer-journeys"> <a href="https://digital.gov/2024/04/16/delivering-seamless-customer-journeys/">Delivering seamless customer journeys</a> </h3><div class="summary"> <p>GSA shares a 4-step process used to measure and analyze related websites, and additional plans to improve customers’ digital experience.</p> </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/AKM399.png?size=50" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/aaron-meyers/ " title="Posts by Aaron Meyers" rel="author" aria-label="Read more articles by Aaron Meyers" >Aaron Meyers</a > </div> </div> </div> </div> <div class="card__media"> </div> <div class="card__meta"> <div class="date">Apr 16, 2024</div> </div> </article> <article class="card card-news--internal card-linked" aria-labelledby="title-determining-the-true-value-of-a-website-a-gsa-case-study" > <div class="card__content"> <h3 id="title-determining-the-true-value-of-a-website-a-gsa-case-study"> <a href="https://digital.gov/2024/04/16/determining-the-true-value-of-a-website-a-gsa-case-study/">Determining the true value of a website: A GSA case study</a> </h3><div class="summary"> <p>GSA has developed a composite indicator to visualize six key components of website success.</p> </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/AKM399.png?size=50" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/aaron-meyers/ " title="Posts by Aaron Meyers" rel="author" aria-label="Read more articles by Aaron Meyers" >Aaron Meyers</a > </div> </div> <div class="author usa-media-block"> <img class="author__photo-img usa-media-block__img" src="https://github.com/anatecture.png?size=50" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/ana-monroe/ " title="Posts by Ana Monroe" rel="author" aria-label="Read more articles by Ana Monroe" >Ana Monroe</a > </div> </div> </div> </div> <div class="card__media"> </div> <div class="card__meta"> <div class="date">Apr 16, 2024</div> </div> </article> <article class="card card-event card-event--past card-linked" aria-labelledby="spring-2024-community-summit" > <div class="card-event__main"> <div class="card-event__header"><div class="flex-align-end card-event__kicker"> <span>Annual Gathering</span> </div><h2 class="card-event__title" id="spring-2024-community-summit"> <a href="https://digital.gov/event/2024/03/13/spring-2024-community-summit/" title="Spring 2024 Community Summit" rel="bookmark" >Spring 2024 Community Summit</a > </h2> </div> <div class="card-event__body"><div class="card-event__summary"> Digital service experts across the federal government will share case studies and best practices on delivering a digital-first public experience. </div> </div> </div> <div class="card-event__aside"> <div class="card-event__date"> <time class="card-event__datetime" datetime="2024-03-13"> <span class="card-event__datetime-month" >Mar</span > <span class="card-event__datetime-day" >13<span class="card-event__datetime-comma">,</span> </span> <span class="card-event__datetime-year--mobile" >2024</span > </time> <span class="card-event__date-label"> <span class="card-event__datetime-year" >2024</span > </span> </div> </div> </article> <article class="card card-news--external card-linked" aria-labelledby="title-customer-experience-beyond-surveys" > <div class="card__content"> <div class="card__summary"> <h3 id="title-customer-experience-beyond-surveys"> <a href="https://18f.gsa.gov/2024/03/05/customer-experience-beyond-surveys/">Customer experience: beyond surveys</a> </h3> <p>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.<em class="card__source source" >— via <a href="https://18f.gsa.gov/2024/03/05/customer-experience-beyond-surveys/" title="Read at 18F" >18F</a ></em > </p> </div> </div> <div class="card__media"> <img src="/logos/18f-logo.png" alt="18f logo" /> </div> <div class="card__meta"> <div class="date">Mar 05, 2024</div> </div> </article> <article class="card card-news--internal card-linked" aria-labelledby="title-customer-experience-and-human-centered-design" > <div class="card__content"> <h3 id="title-customer-experience-and-human-centered-design"> <a href="https://digital.gov/2024/01/18/customer-experience-and-human-centered-design/">Customer experience and human-centered design</a> </h3><div class="summary"> <p>Customer experience is the application of design within a business context to craft the human experience.</p> </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/anatecture.png?size=50" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/ana-monroe/ " title="Posts by Ana Monroe" rel="author" aria-label="Read more articles by Ana Monroe" >Ana Monroe</a > </div> </div> </div> </div> <div class="card__media"> <div class="media-featured"> <a href="https://digital.gov/2024/01/18/customer-experience-and-human-centered-design/" title="Customer experience and human-centered design"> <img src="https://s3.amazonaws.com/digitalgov/hcd-guide-intro-1_w800.png" aria-hidden="true" alt="" /> </a> </div> </div> <div class="card__meta"> <div class="date">Jan 18, 2024</div> </div> </article> <article class="card card-news--internal card-linked" aria-labelledby="title-amplifying-customer-voices" > <div class="card__content"> <h3 id="title-amplifying-customer-voices"> <a href="https://digital.gov/2023/12/19/amplifying-customer-voices/">Amplifying customer voices</a> </h3><div class="summary"> <p>Understand how to use natural language processing and advanced analytics to gain insights on high-impact service performance and survey design.</p> </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/izzykayu.png?size=50" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/isabel-izzy-metzger/ " title="Posts by Isabel (Izzy) Metzger" rel="author" aria-label="Read more articles by Isabel (Izzy) Metzger" >Isabel (Izzy) Metzger</a > </div> </div> </div> </div> <div class="card__media"> <div class="media-featured"> <a href="https://digital.gov/2023/12/19/amplifying-customer-voices/" title="Amplifying customer voices"> <img src="https://s3.amazonaws.com/digitalgov/green-structured-unstructured-data-iceberg-chavapong-prateep-na-thalang-istock-getty-images-1353745656-b_w800.png" aria-hidden="true" alt="" /> </a> </div> </div> <div class="card__meta"> <div class="date">Dec 19, 2023</div> </div> </article> <article class="card card-news--internal card-linked" aria-labelledby="title-delivering-on-21st-century-idea-a-case-study-from-the-gsa-smartpay-team-part-3" > <div class="card__content"> <h3 id="title-delivering-on-21st-century-idea-a-case-study-from-the-gsa-smartpay-team-part-3"> <a href="https://digital.gov/2023/11/29/part-3-delivering-on-21st-century-idea-a-case-study-from-the-gsa-smartpay-team/">Delivering on 21st Century IDEA: A case study from the GSA SmartPay team (Part 3)</a> </h3><div class="summary"> <p>A GSA SmartPay product owner shares her experience designing user-centered, accessible content for multiple audiences.</p> </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/rebekahperillo.png?size=50" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/rebekah-knouse-perillo/ " title="Posts by Rebekah Knouse Perillo" rel="author" aria-label="Read more articles by Rebekah Knouse Perillo" >Rebekah Knouse Perillo</a > </div> </div> <div class="author usa-media-block"> <img class="author__photo-img usa-media-block__img" src="https://github.com/brentryanjohnson.png?size=50" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/ryan-johnson/ " title="Posts by Ryan Johnson" rel="author" aria-label="Read more articles by Ryan Johnson" >Ryan Johnson</a > </div> </div> </div> </div> <div class="card__media"> <div class="media-featured"> <a href="https://digital.gov/2023/11/29/part-3-delivering-on-21st-century-idea-a-case-study-from-the-gsa-smartpay-team/" title="Delivering on 21st Century IDEA: A case study from the GSA SmartPay team (Part 3)"> <img src="https://s3.amazonaws.com/digitalgov/three-gsa-smartpay-screens-part-3_w800.png" aria-hidden="true" alt="" /> </a> </div> </div> <div class="card__meta"> <div class="date">Nov 29, 2023</div> </div> </article> <article class="card card-event card-event--past card-linked" aria-labelledby="uswds-monthly-call-november-2023" > <div class="card-event__main"> <div class="card-event__header"><div class="flex-align-end card-event__kicker"> <span>Next steps in the U.S. Web Design System’s inclusive usability research</span> </div><h2 class="card-event__title" id="uswds-monthly-call-november-2023"> <a href="https://digital.gov/event/2023/11/16/uswds-monthly-call-november-2023/" title="USWDS Monthly Call - November 2023" rel="bookmark" >USWDS Monthly Call - November 2023</a > </h2> </div> <div class="card-event__body"><div class="card-event__summary"> The USWDS team will continue sharing our progress to improve ongoing research, publishing results and addressing recent findings. </div><div class="card-event__watch-label"> <svg class="usa-icon dg-icon dg-icon--large margin-bottom-05" aria-hidden="true" focusable="false" > <use xlink:href="/uswds/img/sprite.svg#youtube" ></use> </svg> Watch Video </div> </div> </div> <div class="card-event__aside"> <div class="card-event__date"> <time class="card-event__datetime" datetime="2023-11-16"> <span class="card-event__datetime-month" >Nov</span > <span class="card-event__datetime-day" >16<span class="card-event__datetime-comma">,</span> </span> <span class="card-event__datetime-year--mobile" >2023</span > </time> <span class="card-event__date-label"> <span class="card-event__datetime-year" >2023</span > </span> </div> </div> </article> <article class="card card-news--external card-linked" aria-labelledby="title-2023-federal-customer-experience-cx-summit" > <div class="card__content"> <div class="card__summary"> <h3 id="title-2023-federal-customer-experience-cx-summit"> <a href="https://coe.gsa.gov/2023/11/02/cx-update-22.html">2023 Federal Customer Experience (CX) Summit</a> </h3> <p>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.<em class="card__source source" >— via <a href="https://coe.gsa.gov/2023/11/02/cx-update-22.html" title="Read at The Centers of Excellence" >The Centers of Excellence</a ></em > </p> </div> </div> <div class="card__media"> <img src="/logos/coe-logo.png" alt="coe logo" /> </div> <div class="card__meta"> <div class="date">Nov 02, 2023</div> </div> </article> <article class="card card-news--internal card-linked" aria-labelledby="title-decoding-public-sentiment-harnessing-open-data-to-gain-insights-into-service-delivery" > <div class="card__content"> <h3 id="title-decoding-public-sentiment-harnessing-open-data-to-gain-insights-into-service-delivery"> <a href="https://digital.gov/2023/10/30/decoding-public-sentiment-harnessing-open-data-to-gain-insights-into-service-delivery/">Decoding public sentiment: Harnessing open data to gain insights into service delivery</a> </h3><div class="summary"> <p>Exploring High-Impact Service Provider performance through open source data analysis to enhance customer experience with federal services.</p> </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/GeneralSyntaxAnomaly.png?size=50" alt="" /> <div class="usa-media-block__body"> <a class="author__name" href="https://digital.gov/authors/michael-kelty/ " title="Posts by Michael Kelty" rel="author" aria-label="Read more articles by Michael Kelty" >Michael Kelty</a > </div> </div> </div> </div> <div class="card__media"> <div class="media-featured"> <a href="https://digital.gov/2023/10/30/decoding-public-sentiment-harnessing-open-data-to-gain-insights-into-service-delivery/" title="Decoding public sentiment: Harnessing open data to gain insights into service delivery"> <img src="https://s3.amazonaws.com/digitalgov/dashboard-templates-dmitry-kostrov-istock-getty-images-1145665438-comp_w800.png" aria-hidden="true" alt="" /> </a> </div> </div> <div class="card__meta"> <div class="date">Oct 30, 2023</div> </div> </article> <article class="card card-event card-event--past card-linked" aria-labelledby="uswds-monthly-call-october-2023" > <div class="card-event__main"> <div class="card-event__header"><div class="flex-align-end card-event__kicker"> <span>Conducting user research with people with disabilities</span> </div><h2 class="card-event__title" id="uswds-monthly-call-october-2023"> <a href="https://digital.gov/event/2023/10/19/uswds-monthly-call-october-2023/" title="USWDS Monthly Call - October 2023" rel="bookmark" >USWDS Monthly Call - October 2023</a > </h2> </div> <div class="card-event__body"><div class="card-event__summary"> This month, we’ll share progress and findings from our recent effort to improve our ongoing research practice. </div><div class="card-event__watch-label"> <svg class="usa-icon dg-icon dg-icon--large margin-bottom-05" aria-hidden="true" focusable="false" > <use xlink:href="/uswds/img/sprite.svg#youtube" ></use> </svg> Watch Video </div> </div> </div> <div class="card-event__aside"> <div class="card-event__date"> <time class="card-event__datetime" datetime="2023-10-19"> <span class="card-event__datetime-month" >Oct</span > <span class="card-event__datetime-day" >19<span class="card-event__datetime-comma">,</span> </span> <span class="card-event__datetime-year--mobile" >2023</span > </time> <span class="card-event__date-label"> <span class="card-event__datetime-year" >2023</span > </span> </div> </div> </article> <ul class="pagination"> <li class="page active"> <a href="/topics/customer-experience/" class="pagination__link"> 1 </a> </li> <li class="page "> <a href="/topics/customer-experience/page/2/" class="pagination__link"> 2 </a> </li> <li class="page "> <a href="/topics/customer-experience/page/3/" 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