Federal News Network: USDA launches digital strategy playbook to streamline customer experience overhaul

“A governmentwide push to improve the quality and scope of public services, available on agency websites, has gained momentum during the coronavirus pandemic.”

“The Agriculture Department, for example, the lead agency in the Trump administration’s overhaul of customer experience, has launched a digital strategy playbook that gives its subcomponents seven criteria to improve the services they provide online.”

“USDA officials based the document off the U.S. Web Design System launched by GSA’s Technology Transformation Services in January. It looks to give new dot-gov sites a familiar look and feel that users can navigate seamlessly on their mobile devices, but still gives agencies some creative leeway.”

“Simchah Suveyke-Bogin, USDA’s chief customer experience officer, said Monday that the agency created the strategy to give designers concrete ways to meet the customer experience goals of Congress and the Trump administration…”

“The playbook stands out as USDA’s effort to make it easier for its customers to find the services they’re looking for online. USDA last year began rolling out more features on Farmers.gov, a one-stop-shop aimed at better connecting farmers with services like farm loans.”

“But to get this far in improving the agency’s digital experience, Suveyke-Bogin said USDA’s chief information officer and the secretary’s office has spent the past few years bringing together webmasters and other website personnel to ‘jumpstart’ website modernization across the entire agency…” Read the full article here.

Source: USDA launches digital strategy playbook to streamline customer experience overhaul – By Jory Heckman, September 22, 2020. Federal News Network.


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