Enhancing the customer-centricity of GSA websites
The GSA’s Service Design program implemented a data-driven evaluation process to enhance digital experiences, improve compliance, and streamline its website portfolio, achieving significant cost savings and customer-centric digital transformation.
The GSA’s Service Design program developed a comprehensive evaluation process to improve digital experiences across its websites, combining qualitative and quantitative data to assess performance, compliance, and customer-centricity. Over three years, the program inventoried 180 websites, interviewed managers, and generated recommendations, leading to significant improvements in website management, compliance, and user experience, including the creation of the Enterprise Digital Experience Index and a Digital Lifecycle Program. These efforts resulted in a 35% reduction in the digital portfolio, cost savings, and alignment with federal requirements, demonstrating a successful, customer-focused approach to digital transformation.
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