Guidelines for Improving Digital Services and Customer Experience
The Digital Services Advisory Group and the Federal Web Managers Council have developed the following guidelines to meet the 6.1 milestone of the Digital Government Strategy. These guidelines apply to all digital services, including Web, mobile, apps, APIs, and online forms.
Recommended Guidelines |
|
---|---|
Guideline 1: Digital Strategy |
Ensure digital presence as an integral part of the agency’s overall business, communications, and customer experience strategy |
Guideline 2: Governance, Policies, and Standards |
Establish a digital governance structure to provide accountability and enforce policies and standards |
Guideline 3: Cross-Agency Collaboration and Shared Services and Tools |
Leverage existing infrastructure, shared tools, best practices, and communities of practice, and coordinate within and across agencies to create efficiency and reduce duplication |
Guideline 4: Technical Considerations |
Use the most recent and up-to-date technical standards to deliver a better customer experience |
Guideline 5: Content Quality |
Ensure digital content is accurate, relevant, easy-to-use, and conveyed in plain language |
Guideline 6: Open, Sharable Content |
Publish information in ways that make it easy to find, access, share, distribute, and re-purpose |
Guideline 7: Usability and Accessibility |
Ensure that digital services are easy to use and accessible, including for people with disabilities and those who aren’t proficient in English |
Guideline 8: Privacy and Security |
Minimize risks associated with privacy and security |
Guideline 9: User Feedback |
Collect and address customer feedback |
Guideline 10: Evaluation |
Regularly evaluate all digital products for performance and cost effectiveness |
» Digital Strategy Guideline 1: Develop a Digital Strategy
Content Lead:
Mike Kruger
Page Reviewed/Updated: December 6, 2012