From cf52cf0b90573f14239bad5d48db42f12b35e2b3 Mon Sep 17 00:00:00 2001 From: Naomi Baumgold <153678805+nbaumgold@users.noreply.github.com> Date: Mon, 2 Dec 2024 15:20:46 -0500 Subject: [PATCH 01/12] Update job_board for Dec. 2 --- data/job_board.yml | 119 +++++++++++++-------------------------------- 1 file changed, 35 insertions(+), 84 deletions(-) diff --git a/data/job_board.yml b/data/job_board.yml index 6bb2fcdd8b..29d89f4d55 100644 --- a/data/job_board.yml +++ b/data/job_board.yml @@ -20,39 +20,6 @@ - Communicators - Plain Language -- title: MANAGING DIRECTOR COMMUNICATIONS - department: Other Agencies and Independent Organizations - location: Washington, District of Columbia - description: > - This position is part of the U.S. International Development Finance Corporation (DFC), Office of External Affairs. As the Managing Director, Communications you will develop and implement communication strategies that promote the DFC's mission, values, and objectives to key stakeholders, including the public, policymakers, media outlets, and private sector partners. - open_date: 2024-11-07 - close_date: 2024-11-29 - apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/804478300 - cop_topics: - - Communicators - -- title: MANAGING DIRECTOR COMMUNICATIONS - department: Other Agencies and Independent Organizations - location: Washington, District of Columbia - description: > - This position is part of the U.S. International Development Finance Corporation (DFC), Office of External Affairs. As the Managing Director, Communications you will develop and implement communication strategies that promote the DFC's mission, values, and objectives to key stakeholders, including the public, policymakers, media outlets, and private sector partners. - open_date: 2024-11-07 - close_date: 2024-11-29 - apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/804477900 - cop_topics: - - Communicators - -- title: Visual Information Specialist - department: Department of the Treasury - location: Location Negotiable After Selection - description: > - This position is located at Office of the Inspector General for Tax Admin,Office of Audit. As a Visual Information Specialist, you will manage and oversee visual information projects, providing design, production, and consultation services. These projects will support TIGTA's Office of Audit and activities through visual means, including print and online dashboarding. - open_date: 2024-11-12 - close_date: 2024-11-26 - apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/818619700 - cop_topics: - - Communicators - - title: Managing Director, Stakeholder Engagement and Events department: Other Agencies and Independent Organizations location: Washington, District of Columbia @@ -86,55 +53,6 @@ cop_topics: - Communicators -- title: Management and Program Analyst (Customer Experience) - department: Department of Commerce - location: Alexandria, Virginia - description: > - Are you looking to join an agency that celebrates, supports and thrives on building the bridge that ensures intellectual property rights (IPR) are accessible to everyone? The Management and Program Analyst (CX) is responsible for planning, designing, and conducting projects, research, and/or studies to analyze, evaluate, develop, and recommend methods to improve business operations and service delivery to customers. - open_date: 2024-11-14 - close_date: 2024-11-28 - apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/819082700 - cop_topics: - - User Experience - - Web Analytics - - Web Managers - -- title: Management and Program Analyst (Customer Experience) - department: Department of Commerce - location: Alexandria, Virginia - description: > - Are you looking to join an agency that celebrates, supports and thrives on building the bridge that ensures intellectual property rights (IPR) are accessible to everyone? The Management and Program Analyst (CX) is responsible for planning, designing, and conducting projects, research, and/or studies to analyze, evaluate, develop, and recommend methods to improve business operations and service delivery to customers. - open_date: 2024-11-14 - close_date: 2024-11-28 - apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/819083000 - cop_topics: - - User Experience - - Web Analytics - - Web Managers - -- title: IT Specialist (APPSW/PLCYPLN) - department: Other Agencies and Independent Organizations - location: Multiple Locations - description: > - This position is in the Office of Research and Development, Office of Science Information Management, Application and Information Management Division. About ORD This is an office-centered position*--you must physically report to one of the duty stations stated in this announcement on a regular basis (location TBD after candidate selected). *EPA offers work-from-home and work schedule flexibilities as described in the Benefits section. - open_date: 2024-11-15 - close_date: 2024-11-28 - apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/819068100 - cop_topics: - - Web Analytics - - Web Managers - -- title: Public Affairs Specialist - department: Department of the Army - location: Walla Walla, Washington - description: > - About the Position: The Walla Walla District US Army Corps of Engineers is comprised of motivated and talented employees providing the very best engineering services for communities in the Pacific Northwest. The District helps manage local water resources for navigation, flood damage reduction, disaster assistance, hydroelectric power generation, and other natural and heritage areas. - open_date: 2024-11-13 - close_date: 2024-11-26 - apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/818473300 - cop_topics: - - Communicators - - title: Communications Engagement Specialist department: Department of Justice location: Washington, District of Columbia @@ -259,8 +177,41 @@ description: > The Office of Inspector General (OIG) is an independent office whose mission is to promote excellence, integrity, and accountability throughout the Department of Homeland Security (DHS). In our dynamic environment, the OIG conducts investigations, audits, evaluations, and inspections to enhance program effectiveness and efficiency and to detect and prevent waste, fraud, and mismanagement in DHS programs and operations. open_date: 2024-11-25 - close_date: 2024-12-04 + close_date: 2024-12-09 apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/820794100 cop_topics: - User Experience - - Web Managers \ No newline at end of file + - Web Managers + +- title: PUBLIC AFFAIRS SPECIALIST + department: Department of the Navy + location: Pearl Harbor Naval Base, Oahu, Hawaii + description: > + You will serve as a PUBLIC AFFAIRS SPECIALIST in the Public Affairs Office, Executive Support Staff, of PEARL HARBOR NSY AND IMF. + open_date: 2024-11-21 + close_date: 2024-12-02 + apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/820206600 + cop_topics: + - Communicators + +- title: Information Specialist + department: Department of Commerce + location: Gaithersburg, Maryland + description: > + NIST works with industry and science to advance innovation and improve quality of life. We're looking for an Information Specialist to join our team! The Dept. of Commerce ranked top 5 in the 2023 Best Places to Work in the Federal Government amongst large agencies for the 12th year in a row! The ranking showcases the Dept's continued commitment to increasing our employee engagement, satisfaction, & positive perceptions towards diversity, equity, accessibility, & inclusion. + open_date: 2024-11-26 + close_date: 2024-12-02 + apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/820826000 + cop_topics: + - Communicators + +- title: Information Specialist + department: Department of Commerce + location: Gaithersburg, Maryland + description: > + NIST works with industry and science to advance innovation and improve quality of life. We're looking for a USAJOBS Job Title (to serve as a Partnership and Outreach Coordinator) to join our team! As a Partnership and Outreach Coordinator, you will be responsible for coordination of key projects and programs across the Division's portfolio of communication, outreach, and education and workforce development-related products and services for and with Manufacturing USA network partners. + open_date: 2024-11-27 + close_date: 2024-12-03 + apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/820839400 + cop_topics: + - Communicators From 070e0caac1d8fa555ea6c8fa9092de982dbdf262 Mon Sep 17 00:00:00 2001 From: Makayla Hipke Date: Mon, 2 Dec 2024 16:49:32 -0500 Subject: [PATCH 02/12] Update job_board.yml Added communities to relevant listings --- data/job_board.yml | 8 +++++--- 1 file changed, 5 insertions(+), 3 deletions(-) diff --git a/data/job_board.yml b/data/job_board.yml index 29d89f4d55..4d91fff977 100644 --- a/data/job_board.yml +++ b/data/job_board.yml @@ -108,7 +108,8 @@ close_date: 2024-12-06 apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/820782100 cop_topics: - - Web Analytics + - Communicators + - Social Media - Web Managers - title: Digital Communications Strategist (Customer Experience) @@ -120,8 +121,8 @@ close_date: 2024-12-06 apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/820781900 cop_topics: - - User Experience - - Web Analytics + - Communicators + - Social Media - Web Managers - title: Director of Communications and Outreach, AD-0301-00 (Senior Manager) (Excepted Service) @@ -204,6 +205,7 @@ apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/820826000 cop_topics: - Communicators + - Social Media - title: Information Specialist department: Department of Commerce From 921e34dfa24dd9fe6d95a5b2899f6fa18d7f1942 Mon Sep 17 00:00:00 2001 From: Makayla Hipke Date: Tue, 3 Dec 2024 11:24:36 -0500 Subject: [PATCH 03/12] CX policy summary content --- ...ustomer-experience-and-service-delivery.md | 122 ++++++++++++++++++ 1 file changed, 122 insertions(+) create mode 100644 content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md diff --git a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md new file mode 100644 index 0000000000..c2123fbaf3 --- /dev/null +++ b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md @@ -0,0 +1,122 @@ +--- +date: 2024-12-04 + +title: "Requirements for transforming federal customer experience and service delivery" +deck: "Understand the policy framework: Executive Order 14058 and OMB Circular A-11 Section 280" +summary: "Learn how to strengthen customer experience and service delivery within your federal agency." + +# See all authors at https://digital.gov/authors +authors: + - cathryn-camenzind + +# See all topics at https://digital.gov/topics +topics: + - customer-experience + - governance + - human-centered-design + - information-collection + - policy + - trust + +slug: requirements-for-transforming-federal-customer-experience-and-service-delivery +primary_image: + +# Controls how this page appears across the site +# 0 -- hidden +# 1 -- visible +# 2 -- highlighted +weight: 1 + +--- + +## Why is customer experience important? + +Digital programs deliver trusted services by putting their users first. + +Each year, the federal government provides information and services to more than 400 million individuals, families, businesses, and organizations. Understanding customer needs and implementing a customer experience strategy can increase the public’s trust in your program, agency, and the federal government. + +## What’s in the executive order? + +In 2021, the White House issued [Executive Order 14058: Transforming customer experience and service delivery to rebuild trust in government](https://www.whitehouse.gov/briefing-room/presidential-actions/2021/12/13/executive-order-on-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government/) to recommit to being of the people, by the people, and for the people, and improving service delivery and customer experience as fundamental priorities. To learn more about the executive order, read the fact sheet, [Putting the Public First: Improving Customer Experience and Service Delivery for the American People](https://www.whitehouse.gov/briefing-room/statements-releases/2021/12/13/fact-sheet-putting-the-public-first-improving-customer-experience-and-service-delivery-for-the-american-people/). + +Executive Order 14058 requires all executive branch agencies to manage [customer experience](https://digital.gov/topics/customer-experience/) and improve service delivery using customer experience best practices and a [human-centered](https://digital.gov/guides/hcd/) approach. Specifically, the executive order says the federal government must design and deliver services in a manner that people of all abilities can navigate. Agencies should: + +* Continually improve their understanding of their customers +* Reduce administrative hurdles and paperwork burdens to minimize “time taxes” +* Enhance transparency +* Create greater efficiencies across government +* Redesign and simplify compliance-oriented processes + +{{< ring title="Executive Order 14058">}} + +[Explore Executive Order 14058: Transforming customer experience and service delivery to rebuild trust in government](https://www.whitehouse.gov/briefing-room/presidential-actions/2021/12/13/executive-order-on-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government/) + +{{< /ring >}} + +## What’s in OMB Circular A-11 Section 280? + +What’s in OMB Circular A-11 Section 280? +In 2023, the Office of Management and Budget (OMB) updated [OMB Circular A-11 Section 280: Managing Customer Experience and Service Delivery (PDF, 376 KB, 14 pages)](https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf). The circular provided guidance to help federal agencies implement leading practices in customer experience across the federal government and [deliver trusted digital services](https://digital.gov/topics/trust/) that meet customer expectations. It also provided recommendations on how to manage and plan customer experience initiatives, strategies for measuring the performance of federal services, and guidance for [high-impact service providers](https://www.performance.gov/cx/hisps/) (HISPs) on delivering customer-facing services. + +This update simplified structures for transaction surveys and data collection, and outlined leading practices for effective management of customer experience. It also identified connections between customer research efforts and the [Paperwork Reduction Act](https://pra.digital.gov/), and additional detail on the collection of digital [analytics](https://digital.gov/topics/analytics/) data to augment transactional surveys. + +OMB’s policy guidance in OMB Circular A-11 Section 280: Managing Customer Experience and Improving Service Delivery says, “All agencies should apply the guidance provided in this section for annual customer experience management and planning, as well as the design of feedback surveys and measurement strategies for the performance of [f]ederal services.” + +{{< ring title="OMB Circular A-11">}} + +[Explore OMB Circular A-11 Section 280: Managing Customer Experience and Service Delivery (PDF, 376 KB, 14 pages)](https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf) + +{{< /ring >}} + +### How should agencies identify and deliver services? + +Agencies must identify paper-based or in-person government services for digitization in accordance with the [requirements for delivering a digital-first public experience](https://digital.gov/resources/delivering-digital-first-public-experience/). + +To fulfill this requirement, agencies will be required to provide information about public-facing services to the Federal Services Index, which is currently under development. OMB, in coordination with GSA, will release additional instructions for agencies about this requirement. Agencies should refer to the [OMB Memorandum M-23-22 MAX page](https://community-dc.max.gov/x/pwiFkQ) for updates about this requirement. + +Service delivery through multiple channels increases access and participation, ensuring that government services are available to all — including those who need them the most, such as underserved communities. Agencies are encouraged to leverage a multi-channel approach — when appropriate, feasible, and supported by customer research. + +### How should agencies analyze digital services? + +OMB Circular A-11 requires agencies to gather and analyze customer experience data of their digital services, including the following, among others: + +* Using an agency's digital analytics (such as the [Digital Analytics Program (DAP)](https://digital.gov/guides/dap/)) +* Reviewing web analytics data, including clicks, pageviews, and other transactions +* Attaching timestamps to data points to trace a user's journey through time and analyze macro-level shifts in user behavior over longer time periods + +{{< note >}} + +Web teams can also consider speaking with actual users to optimize customer experience in digital services. + +Check out our [Human-Centered Design Guide](https://digital.gov/guides/hcd/) for more information on how to leverage user-centered thinking in digital services and throughout the federal government. + +{{< /note >}} + +### High-impact service providers + +OMB designates and maintains a list of high-impact service providers — federal entities that provide or fund high-impact customer-facing services, either due to a large customer base or a high impact on those served by the program. + +Given the significance of the services they provide and the requirements in Executive Order 14058, high-impact service providers take steps to manage customer experience. For example, they must implement at least one customer feedback survey for each of their current designated services to understand the perception of customers and their interaction with federal services. + +{{< note >}} + +When crafting the customer feedback surveys, high-impact service providers include three prompts: + +1. This [interaction / service] increased my trust in [provider]. +2. What about this interaction made the difference? **OR** What could have been better? +3. Anything else you want us to know about your experience? + +To learn more about the survey framework, including question wording and branching logic, check out pages 9-12 of OMB Circular A-11; Section 280.14 How should HISPs collect and submit "post-transaction" feedback data? +{{< /note >}} + +## Connect with others interested in transforming customer experience and service delivery + +Join the [User Experience Community of Practice](https://digital.gov/communities/user-experience/) to share and explore best practices for creating great user experiences in government. + +{{< note >}} + +Digital.gov provides information and resources for federal agencies related to web and digital policies. However, we cannot interpret the statutes or specific requirements. + +Contact OMB’s Office of the Federal CIO at [ofcio@omb.eop.gov](mailto:ofcio@omb.eop.gov) with any questions about interpretations of the law and guidance. + +{{< /note >}} \ No newline at end of file From ef1c908dc23c716c1c22f9973a802f84f61ffa48 Mon Sep 17 00:00:00 2001 From: Makayla Hipke Date: Tue, 3 Dec 2024 11:42:53 -0500 Subject: [PATCH 04/12] Updated formatting in HISP note --- ...ing-federal-customer-experience-and-service-delivery.md | 7 ++++--- 1 file changed, 4 insertions(+), 3 deletions(-) diff --git a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md index c2123fbaf3..f43852ce34 100644 --- a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md +++ b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md @@ -102,11 +102,12 @@ Given the significance of the services they provide and the requirements in Exec When crafting the customer feedback surveys, high-impact service providers include three prompts: -1. This [interaction / service] increased my trust in [provider]. + +1. This `[interaction / service]` increased my trust in `[provider]`. 2. What about this interaction made the difference? **OR** What could have been better? 3. Anything else you want us to know about your experience? -To learn more about the survey framework, including question wording and branching logic, check out pages 9-12 of OMB Circular A-11; Section 280.14 How should HISPs collect and submit "post-transaction" feedback data? +To learn more about the survey framework, including question wording and branching logic, check out pages 9-12 of [OMB Circular A-11 (PDF, 376 KB, 14 pages)](https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf); Section 280.14: "How should HISPs collect and submit 'post-transaction' feedback data?" {{< /note >}} ## Connect with others interested in transforming customer experience and service delivery @@ -119,4 +120,4 @@ Digital.gov provides information and resources for federal agencies related to w Contact OMB’s Office of the Federal CIO at [ofcio@omb.eop.gov](mailto:ofcio@omb.eop.gov) with any questions about interpretations of the law and guidance. -{{< /note >}} \ No newline at end of file +{{< /note >}} From ce96ba6ec4634469fcba55b9ca9e9adde48f888a Mon Sep 17 00:00:00 2001 From: Makayla Hipke Date: Tue, 3 Dec 2024 11:49:02 -0500 Subject: [PATCH 05/12] Swap numerical list for bullets --- ...ing-federal-customer-experience-and-service-delivery.md | 7 +++---- 1 file changed, 3 insertions(+), 4 deletions(-) diff --git a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md index f43852ce34..164173c918 100644 --- a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md +++ b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md @@ -102,10 +102,9 @@ Given the significance of the services they provide and the requirements in Exec When crafting the customer feedback surveys, high-impact service providers include three prompts: - -1. This `[interaction / service]` increased my trust in `[provider]`. -2. What about this interaction made the difference? **OR** What could have been better? -3. Anything else you want us to know about your experience? +* This [interaction / service] increased my trust in [provider]. +* What about this interaction made the difference? **OR** What could have been better? +* Anything else you want us to know about your experience? To learn more about the survey framework, including question wording and branching logic, check out pages 9-12 of [OMB Circular A-11 (PDF, 376 KB, 14 pages)](https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf); Section 280.14: "How should HISPs collect and submit 'post-transaction' feedback data?" {{< /note >}} From cb4539ea426d936e64b43f35366c092643257ed7 Mon Sep 17 00:00:00 2001 From: Toni Bonitto Date: Wed, 4 Dec 2024 10:03:53 -0500 Subject: [PATCH 06/12] Update requirements-for-transforming-federal-customer-experience-and-service-delivery.md Removed extra spaces & empty limes, used dashes instead of asterisks for bulleted lists --- ...ustomer-experience-and-service-delivery.md | 38 +++++++------------ 1 file changed, 13 insertions(+), 25 deletions(-) diff --git a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md index 164173c918..661b11b2ba 100644 --- a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md +++ b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md @@ -41,16 +41,14 @@ In 2021, the White House issued [Executive Order 14058: Transforming customer ex Executive Order 14058 requires all executive branch agencies to manage [customer experience](https://digital.gov/topics/customer-experience/) and improve service delivery using customer experience best practices and a [human-centered](https://digital.gov/guides/hcd/) approach. Specifically, the executive order says the federal government must design and deliver services in a manner that people of all abilities can navigate. Agencies should: -* Continually improve their understanding of their customers -* Reduce administrative hurdles and paperwork burdens to minimize “time taxes” -* Enhance transparency -* Create greater efficiencies across government -* Redesign and simplify compliance-oriented processes +- Continually improve their understanding of their customers +- Reduce administrative hurdles and paperwork burdens to minimize “time taxes” +- Enhance transparency +- Create greater efficiencies across government +- Redesign and simplify compliance-oriented processes {{< ring title="Executive Order 14058">}} - [Explore Executive Order 14058: Transforming customer experience and service delivery to rebuild trust in government](https://www.whitehouse.gov/briefing-room/presidential-actions/2021/12/13/executive-order-on-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government/) - {{< /ring >}} ## What’s in OMB Circular A-11 Section 280? @@ -63,14 +61,12 @@ This update simplified structures for transaction surveys and data collection, a OMB’s policy guidance in OMB Circular A-11 Section 280: Managing Customer Experience and Improving Service Delivery says, “All agencies should apply the guidance provided in this section for annual customer experience management and planning, as well as the design of feedback surveys and measurement strategies for the performance of [f]ederal services.” {{< ring title="OMB Circular A-11">}} - [Explore OMB Circular A-11 Section 280: Managing Customer Experience and Service Delivery (PDF, 376 KB, 14 pages)](https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf) - {{< /ring >}} ### How should agencies identify and deliver services? -Agencies must identify paper-based or in-person government services for digitization in accordance with the [requirements for delivering a digital-first public experience](https://digital.gov/resources/delivering-digital-first-public-experience/). +Agencies must identify paper-based or in-person government services for digitization in accordance with the [requirements for delivering a digital-first public experience](https://digital.gov/resources/delivering-digital-first-public-experience/). To fulfill this requirement, agencies will be required to provide information about public-facing services to the Federal Services Index, which is currently under development. OMB, in coordination with GSA, will release additional instructions for agencies about this requirement. Agencies should refer to the [OMB Memorandum M-23-22 MAX page](https://community-dc.max.gov/x/pwiFkQ) for updates about this requirement. @@ -84,12 +80,9 @@ OMB Circular A-11 requires agencies to gather and analyze customer experience da * Reviewing web analytics data, including clicks, pageviews, and other transactions * Attaching timestamps to data points to trace a user's journey through time and analyze macro-level shifts in user behavior over longer time periods -{{< note >}} - -Web teams can also consider speaking with actual users to optimize customer experience in digital services. +{{< note >}}Web teams can also consider speaking with actual users to optimize customer experience in digital services. Check out our [Human-Centered Design Guide](https://digital.gov/guides/hcd/) for more information on how to leverage user-centered thinking in digital services and throughout the federal government. - {{< /note >}} ### High-impact service providers @@ -98,25 +91,20 @@ OMB designates and maintains a list of high-impact service providers — federal Given the significance of the services they provide and the requirements in Executive Order 14058, high-impact service providers take steps to manage customer experience. For example, they must implement at least one customer feedback survey for each of their current designated services to understand the perception of customers and their interaction with federal services. -{{< note >}} - -When crafting the customer feedback surveys, high-impact service providers include three prompts: +{{< note >}}When crafting the customer feedback surveys, high-impact service providers include three prompts: -* This [interaction / service] increased my trust in [provider]. -* What about this interaction made the difference? **OR** What could have been better? -* Anything else you want us to know about your experience? +- This [interaction / service] increased my trust in [provider]. +- What about this interaction made the difference? **OR** What could have been better? +- Anything else you want us to know about your experience? To learn more about the survey framework, including question wording and branching logic, check out pages 9-12 of [OMB Circular A-11 (PDF, 376 KB, 14 pages)](https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf); Section 280.14: "How should HISPs collect and submit 'post-transaction' feedback data?" {{< /note >}} ## Connect with others interested in transforming customer experience and service delivery -Join the [User Experience Community of Practice](https://digital.gov/communities/user-experience/) to share and explore best practices for creating great user experiences in government. +Join the [User Experience Community of Practice](https://digital.gov/communities/user-experience/) to share and explore best practices for creating great user experiences in government. -{{< note >}} - -Digital.gov provides information and resources for federal agencies related to web and digital policies. However, we cannot interpret the statutes or specific requirements. +{{< note >}}Digital.gov provides information and resources for federal agencies related to web and digital policies. However, we cannot interpret the statutes or specific requirements. Contact OMB’s Office of the Federal CIO at [ofcio@omb.eop.gov](mailto:ofcio@omb.eop.gov) with any questions about interpretations of the law and guidance. - {{< /note >}} From 780bad9378bc23a665a6254122ac508e4c699966 Mon Sep 17 00:00:00 2001 From: Toni Bonitto Date: Wed, 4 Dec 2024 10:10:13 -0500 Subject: [PATCH 07/12] Update requirements-for-transforming-federal-customer-experience-and-service-delivery.md From d6bdd6874d44aa7600d9f2a54d674ebf94e6c1ea Mon Sep 17 00:00:00 2001 From: Nick Lyons <104778659+nick-mon1@users.noreply.github.com> Date: Wed, 4 Dec 2024 11:00:10 -0500 Subject: [PATCH 08/12] Updated styles for bullet points in note component --- themes/digital.gov/src/scss/new/shortcodes/_note.scss | 7 ++----- 1 file changed, 2 insertions(+), 5 deletions(-) diff --git a/themes/digital.gov/src/scss/new/shortcodes/_note.scss b/themes/digital.gov/src/scss/new/shortcodes/_note.scss index 63f2fe6485..791c10f0fd 100644 --- a/themes/digital.gov/src/scss/new/shortcodes/_note.scss +++ b/themes/digital.gov/src/scss/new/shortcodes/_note.scss @@ -52,14 +52,11 @@ ol, ul { - margin-bottom: 0; - margin-top: 0; - padding-left: units(2.5); - li { - margin-bottom: units(2); + margin-bottom: units(0.5); } } + // For notes within list items li .note { @include u-padding-y("05"); From 994b6cc8099287c8a6989c9f347223a4c3d52129 Mon Sep 17 00:00:00 2001 From: Makayla Hipke Date: Wed, 4 Dec 2024 12:06:57 -0500 Subject: [PATCH 09/12] Add featured resource --- ...rming-federal-customer-experience-and-service-delivery.md | 5 +---- 1 file changed, 1 insertion(+), 4 deletions(-) diff --git a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md index 661b11b2ba..409c7e2c20 100644 --- a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md +++ b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md @@ -80,10 +80,7 @@ OMB Circular A-11 requires agencies to gather and analyze customer experience da * Reviewing web analytics data, including clicks, pageviews, and other transactions * Attaching timestamps to data points to trace a user's journey through time and analyze macro-level shifts in user behavior over longer time periods -{{< note >}}Web teams can also consider speaking with actual users to optimize customer experience in digital services. - -Check out our [Human-Centered Design Guide](https://digital.gov/guides/hcd/) for more information on how to leverage user-centered thinking in digital services and throughout the federal government. -{{< /note >}} +{{< featured-resource link="guides/hcd/" kicker="Human-centered design">}} ### High-impact service providers From f11371d45771f75c6cfbbbe25b5df3b821594939 Mon Sep 17 00:00:00 2001 From: Makayla Hipke Date: Wed, 4 Dec 2024 12:12:23 -0500 Subject: [PATCH 10/12] Update featured resource link --- ...sforming-federal-customer-experience-and-service-delivery.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md index 409c7e2c20..e54c30b2f7 100644 --- a/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md +++ b/content/resources/requirements-for-transforming-federal-customer-experience-and-service-delivery.md @@ -80,7 +80,7 @@ OMB Circular A-11 requires agencies to gather and analyze customer experience da * Reviewing web analytics data, including clicks, pageviews, and other transactions * Attaching timestamps to data points to trace a user's journey through time and analyze macro-level shifts in user behavior over longer time periods -{{< featured-resource link="guides/hcd/" kicker="Human-centered design">}} +{{< featured-resource link="guides/hcd/introduction/" kicker="Get started">}} ### High-impact service providers From f393c97d85e18d9a7a3879100e48c9e023bfa840 Mon Sep 17 00:00:00 2001 From: Naomi Baumgold <153678805+nbaumgold@users.noreply.github.com> Date: Wed, 4 Dec 2024 16:07:28 -0500 Subject: [PATCH 11/12] Update job_board December 4 --- data/job_board.yml | 110 +++++++++++++++++++++++++-------------------- 1 file changed, 61 insertions(+), 49 deletions(-) diff --git a/data/job_board.yml b/data/job_board.yml index 4d91fff977..b34583159d 100644 --- a/data/job_board.yml +++ b/data/job_board.yml @@ -42,28 +42,6 @@ cop_topics: - Communicators -- title: Writer-Editor - department: Legislative Branch - location: Washington, District of Columbia - description: > - This position is located in the Office of Public Information and Education Directorate, Copyright Office. The position description number for this position is 414903. The salary range indicated reflects the locality pay adjustments for the Washington, D.C., Metropolitan area. This is a non-supervisory, non-bargaining unit position. Relocation expenses will not be authorized for the person(s) selected under this vacancy announcement. - open_date: 2024-11-07 - close_date: 2024-12-02 - apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/818194900 - cop_topics: - - Communicators - -- title: Communications Engagement Specialist - department: Department of Justice - location: Washington, District of Columbia - description: > - This position serves as Communications Engagement Specialist in the Bureau of Justice Assistance (BJA), Operations Office, Communications and Governmental Affairs. This position is responsible for engaging with a variety of key BJA stakeholders using outreach strategies and tactics that include regular liaison, distribution of BJA resources, materials and information, public events and targeted campaigns. - open_date: 2024-11-19 - close_date: 2024-12-02 - apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/819779600 - cop_topics: - - Communicators - - title: Division Chief of Product Management, GS-0301-15, FPL 15 (DE) department: Department of Education location: Washington, District of Columbia @@ -108,8 +86,7 @@ close_date: 2024-12-06 apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/820782100 cop_topics: - - Communicators - - Social Media + - Web Analytics - Web Managers - title: Digital Communications Strategist (Customer Experience) @@ -121,8 +98,8 @@ close_date: 2024-12-06 apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/820781900 cop_topics: - - Communicators - - Social Media + - User Experience + - Web Analytics - Web Managers - title: Director of Communications and Outreach, AD-0301-00 (Senior Manager) (Excepted Service) @@ -184,36 +161,71 @@ - User Experience - Web Managers -- title: PUBLIC AFFAIRS SPECIALIST - department: Department of the Navy - location: Pearl Harbor Naval Base, Oahu, Hawaii +- title: IT Project Manager (SYSANALYSIS) + department: General Services Administration + location: Anywhere in the U.S. (remote job) description: > - You will serve as a PUBLIC AFFAIRS SPECIALIST in the Public Affairs Office, Executive Support Staff, of PEARL HARBOR NSY AND IMF. - open_date: 2024-11-21 - close_date: 2024-12-02 - apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/820206600 + As an IT Project Manager (SYSANALYSIS), you will serve as a Contact Center Modernization Lead. In this role, you will oversee cooperative critical Contact Center modernization efforts between the Centers of Excellence (CoE) and partnering agencies. These efforts will allow you to guide and improve the initial point of contact between the American public and federal agencies while facing some of the most complex and impactful challenges in public service. + open_date: 2024-12-03 + close_date: 2024-12-13 + apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/821822400 cop_topics: - - Communicators + - Contact Center -- title: Information Specialist - department: Department of Commerce - location: Gaithersburg, Maryland +- title: Vice President, Financial Institutions + department: Other Agencies and Independent Organizations + location: Washington, District of Columbia description: > - NIST works with industry and science to advance innovation and improve quality of life. We're looking for an Information Specialist to join our team! The Dept. of Commerce ranked top 5 in the 2023 Best Places to Work in the Federal Government amongst large agencies for the 12th year in a row! The ranking showcases the Dept's continued commitment to increasing our employee engagement, satisfaction, & positive perceptions towards diversity, equity, accessibility, & inclusion. - open_date: 2024-11-26 - close_date: 2024-12-02 - apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/820826000 + This position is part of the U.S. International Development Finance Corporation (DFC), Office of Small Business & Financial Services (OSBFS). As the Vice President, you will serve as a senior leader, managing direct loans and loan guarantees to a wide range of financial intermediaries that lend to micro, small and medium businesses across an array of sectors in emerging markets. + open_date: 2024-12-03 + close_date: 2024-12-31 + apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/821769200 cop_topics: - Communicators - - Social Media -- title: Information Specialist - department: Department of Commerce - location: Gaithersburg, Maryland +- title: Vice President, Financial Institutions + department: Other Agencies and Independent Organizations + location: Washington, District of Columbia description: > - NIST works with industry and science to advance innovation and improve quality of life. We're looking for a USAJOBS Job Title (to serve as a Partnership and Outreach Coordinator) to join our team! As a Partnership and Outreach Coordinator, you will be responsible for coordination of key projects and programs across the Division's portfolio of communication, outreach, and education and workforce development-related products and services for and with Manufacturing USA network partners. - open_date: 2024-11-27 - close_date: 2024-12-03 - apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/820839400 + This position is part of the U.S. International Development Finance Corporation (DFC), Office of Small Business & Financial Services (OSBFS). As the Vice President, you will serve as a senior leader, managing direct loans and loan guarantees to a wide range of financial intermediaries that lend to micro, small and medium businesses across an array of sectors in emerging markets. + open_date: 2024-12-03 + close_date: 2024-12-31 + apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/821770800 cop_topics: - Communicators + +- title: IT Specialist (INFOSEC) + department: General Services Administration + location: Anywhere in the U.S. (remote job) + description: > + This position is located in the General Services Administration (GSA), Federal Acquisition Service (FAS), Technology Transformation Services (TTS). As an IT Specialist (INFOSEC), Agency Title: Login.gov Fraud Specialist, you will be responsible for overall security of the Login.gov product and platform and serves as the Principal Advisor and Senior Identity Fraud Specialist and perform identity fraud detection, investigation, and analysis for the Login.gov service. + open_date: 2024-12-04 + close_date: 2024-12-09 + apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/821623200 + cop_topics: + - Web Managers + +- title: Customer Experience Strategist + department: Department of Health and Human Services + location: Woodlawn, Maryland + description: > + This position is located in the Department of Health & Human Services (HHS), Centers for Medicare & Medicaid Services (CMS), Office of Communications (OC), Web & Emerging Technologies Group (WETG). As a Customer Experience Strategist, GS-0301-13, you will be responsible for increasing the internal and/or external customer experience of the programs, services, and work unit and building competency for a data driven design approach. + open_date: 2024-12-04 + close_date: 2024-12-08 + apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/821854300 + cop_topics: + - User Experience + - Web Analytics + +- title: Customer Experience Strategist + department: Department of Health and Human Services + location: Woodlawn, Maryland + description: > + This position is located in the Department of Health & Human Services (HHS), Centers for Medicare & Medicaid Services (CMS), Office of Communications (OC), Web & Emerging Technologies Group (WETG). As a Customer Experience Strategist, GS-0301-13, you will be responsible for increasing the internal and/or external customer experience of the programs, services, and work unit and building competency for a data driven design approach. + open_date: 2024-12-04 + close_date: 2024-12-08 + apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/821854100 + cop_topics: + - User Experience + - Web Analytics + From 7e206cc43db2b99bf4446e4fd0df62dbdbeb40fb Mon Sep 17 00:00:00 2001 From: Makayla Hipke Date: Wed, 4 Dec 2024 16:57:58 -0500 Subject: [PATCH 12/12] Update yaml list --- data/job_board.yml | 43 ++++--------------------------------------- 1 file changed, 4 insertions(+), 39 deletions(-) diff --git a/data/job_board.yml b/data/job_board.yml index b34583159d..6cc3c8526d 100644 --- a/data/job_board.yml +++ b/data/job_board.yml @@ -6,8 +6,6 @@ # Jobs with a close date before the current date will automatically be omitted - - - title: Community Outreach Specialist department: Department of Homeland Security location: Anywhere in the U.S. (remote job) @@ -86,7 +84,8 @@ close_date: 2024-12-06 apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/820782100 cop_topics: - - Web Analytics + - Communicators + - Social Media - Web Managers - title: Digital Communications Strategist (Customer Experience) @@ -98,8 +97,8 @@ close_date: 2024-12-06 apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/820781900 cop_topics: - - User Experience - - Web Analytics + - Communicators + - Social Media - Web Managers - title: Director of Communications and Outreach, AD-0301-00 (Senior Manager) (Excepted Service) @@ -172,39 +171,6 @@ cop_topics: - Contact Center -- title: Vice President, Financial Institutions - department: Other Agencies and Independent Organizations - location: Washington, District of Columbia - description: > - This position is part of the U.S. International Development Finance Corporation (DFC), Office of Small Business & Financial Services (OSBFS). As the Vice President, you will serve as a senior leader, managing direct loans and loan guarantees to a wide range of financial intermediaries that lend to micro, small and medium businesses across an array of sectors in emerging markets. - open_date: 2024-12-03 - close_date: 2024-12-31 - apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/821769200 - cop_topics: - - Communicators - -- title: Vice President, Financial Institutions - department: Other Agencies and Independent Organizations - location: Washington, District of Columbia - description: > - This position is part of the U.S. International Development Finance Corporation (DFC), Office of Small Business & Financial Services (OSBFS). As the Vice President, you will serve as a senior leader, managing direct loans and loan guarantees to a wide range of financial intermediaries that lend to micro, small and medium businesses across an array of sectors in emerging markets. - open_date: 2024-12-03 - close_date: 2024-12-31 - apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/821770800 - cop_topics: - - Communicators - -- title: IT Specialist (INFOSEC) - department: General Services Administration - location: Anywhere in the U.S. (remote job) - description: > - This position is located in the General Services Administration (GSA), Federal Acquisition Service (FAS), Technology Transformation Services (TTS). As an IT Specialist (INFOSEC), Agency Title: Login.gov Fraud Specialist, you will be responsible for overall security of the Login.gov product and platform and serves as the Principal Advisor and Senior Identity Fraud Specialist and perform identity fraud detection, investigation, and analysis for the Login.gov service. - open_date: 2024-12-04 - close_date: 2024-12-09 - apply_link: https://www.usajobs.gov:443/GetJob/ViewDetails/821623200 - cop_topics: - - Web Managers - - title: Customer Experience Strategist department: Department of Health and Human Services location: Woodlawn, Maryland @@ -228,4 +194,3 @@ cop_topics: - User Experience - Web Analytics -