From 12c01d82f1b159be5fed7cf960228a8ee091ef22 Mon Sep 17 00:00:00 2001 From: lcummings3424 Date: Thu, 13 Jun 2024 10:28:15 -0500 Subject: [PATCH 01/50] Refactor image shortcode for flexible alignment - Add `image-center` class for centering images. - Fix logic for `image-right` when no alignment and width < 600px. - Ensure proper class concatenation for image positioning. --- themes/digital.gov/layouts/shortcodes/img.html | 17 ++++++++--------- 1 file changed, 8 insertions(+), 9 deletions(-) diff --git a/themes/digital.gov/layouts/shortcodes/img.html b/themes/digital.gov/layouts/shortcodes/img.html index 8c618e4ed7..1c875640d1 100644 --- a/themes/digital.gov/layouts/shortcodes/img.html +++ b/themes/digital.gov/layouts/shortcodes/img.html @@ -11,14 +11,15 @@ {{- $imgCaption := $thisimg.caption -}} {{- $imgCredit := $thisimg.credit -}} {{- $prefix := replaceRE "^(http[s]://).+$" "$1" $thisuid -}} +{{- $align := .Get "align" | default "" -}}
{{- if (or (eq $imgExt "jpg") (or (eq $imgExt "jpeg") (eq $imgExt "png"))) -}} {{- with .Get {{- else -}} {{- with .Get {{- end -}} -
From a1d4251383b73465711b4ba1c9843cd0411dcce8 Mon Sep 17 00:00:00 2001 From: klin2020 Date: Thu, 13 Jun 2024 10:36:44 -0700 Subject: [PATCH 02/50] changed linkedin link from summary to text --- themes/digital.gov/layouts/partials/core/get_sharetools.html | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/themes/digital.gov/layouts/partials/core/get_sharetools.html b/themes/digital.gov/layouts/partials/core/get_sharetools.html index 98c1c6b423..ce881a50ad 100644 --- a/themes/digital.gov/layouts/partials/core/get_sharetools.html +++ b/themes/digital.gov/layouts/partials/core/get_sharetools.html @@ -46,7 +46,7 @@ aria-label="Share on LinkedIn" target="_blank" rel="noreferrer" - href="https://www.linkedin.com/shareArticle?mini=true&url=https://digital.gov{{ (urls.Parse .Permalink) }}&title={{ .Title | urlize }}&summary={{ .Params.summary | urlize }}&source={{ "Digital.gov" | urlize }}" + href="https://www.linkedin.com/feed/?shareActive&mini=true&url=https://digital.gov{{ (urls.Parse .Permalink) }}&title={{ .Title | urlize }}&text={{ .Params.summary | urlize }}&source={{ "Digital.gov" | urlize }}" > Date: Thu, 13 Jun 2024 11:15:25 -0700 Subject: [PATCH 03/50] changed linkedin share to a share-offsite link --- .../an-introduction-to-customer-experience.md | 10 +++++----- ...v-user-experience-program-speaking-opportunities.md | 2 +- ...and-use-of-gov-domains-in-the-federal-government.md | 8 ++++---- .../layouts/partials/core/get_sharetools.html | 2 +- 4 files changed, 11 insertions(+), 11 deletions(-) diff --git a/content/resources/an-introduction-to-customer-experience.md b/content/resources/an-introduction-to-customer-experience.md index d67656e897..8121f820b7 100644 --- a/content/resources/an-introduction-to-customer-experience.md +++ b/content/resources/an-introduction-to-customer-experience.md @@ -22,9 +22,9 @@ weight: 1 --- ## What is customer experience? -Customer experience (CX) is a person’s perception of an organization as a total sum of all of their experiences with that organization. For federal agencies, customer experience goes beyond individual transactions, or even a single agency, and encompasses the public's entire journey with government services. This includes everything from finding information to resolving issues. A deliberate [customer experience](https://digital.gov/topics/customer-experience/) strategy is to proactively design systems with the user in mind. +Customer experience (CX) is a person’s perception of an organization as a total sum of all of their experiences with that organization. For federal agencies, customer experience goes beyond individual transactions, or even a single agency, and encompasses the public's entire journey with government services. This includes everything from finding information to resolving issues. A deliberate [customer experience](https://digital.gov/topics/customer-experience/) strategy is to proactively design systems with the user in mind. -When the public has positive interactions with a government service, it builds [trust](https://digital.gov/topics/trust/) in the government as a whole. Furthermore, a strong customer experience focus makes government more effective and efficient, saving both the public and the government time and resources. +When the public has positive interactions with a government service, it builds [trust](https://digital.gov/topics/trust/) in the government as a whole. Furthermore, a strong customer experience focus makes government more effective and efficient, saving both the public and the government time and resources. The ultimate goal of customer experience in the federal government is to ensure that our services successfully meet the public's needs, leading to better outcomes for individuals, and the nation. @@ -36,7 +36,7 @@ Engage in comprehensive customer and user research, both qualitatively and quant ## How to start measuring customer experience -Measuring a customer’s experience provides insight on how to improve a digital product or service. Tracking the customer journey involves collecting and analyzing data from various sources to effectively understand customer interactions. +Measuring a customer’s experience provides insight on how to improve a digital product or service. Tracking the customer journey involves collecting and analyzing data from various sources to effectively understand customer interactions. Here are some approaches you can use to leverage customer feedback and analytics: @@ -46,9 +46,9 @@ Here are some approaches you can use to leverage customer feedback and analytics * **Analyze the data and information** to identify areas that should be improved. * **Iterate** to continuously improve and enhance customer experience. -## What can I do next? +## What can I do next? -If you manage a federal website, be sure you understand [the requirements for transforming federal customer experience and service delivery](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 rebuild trust in government. Also, learn how to use and optimize the Digital Analytics Program and Touchpoints. +If you manage a federal website, be sure you understand [the requirements for transforming federal customer experience and service delivery](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 rebuild trust in government. Also, learn how to use and optimize the Digital Analytics Program and Touchpoints. For example, at GSA, the agency’s Digital Presence Guidelines state, “All GSA public-facing websites must participate in the federal Digital Analytics Program by including the DAP tracking code on your website. All GSA public-facing websites should review site usage and search metrics at least monthly, and use the data to make informed decisions on how to continuously improve your site and exceed customer expectations. In addition to DAP, GSA sites have access to the free standard version of Google Analytics. GSA program offices should use this version of Google Analytics on your external and internal websites, if you need data capabilities above and beyond what DAP offers.” diff --git a/content/resources/digitalgov-user-experience-program-speaking-opportunities.md b/content/resources/digitalgov-user-experience-program-speaking-opportunities.md index d0950bc12d..683ecbb916 100644 --- a/content/resources/digitalgov-user-experience-program-speaking-opportunities.md +++ b/content/resources/digitalgov-user-experience-program-speaking-opportunities.md @@ -35,7 +35,7 @@ Potential audiences include: **User Centered Design** (November 2013) **Usability Testing and Debriefing Best Practices** (March 2012) - + ## Our Presentations
Why the best gov sites use User-Centered Design from DigitalGov from General Services Administration
diff --git a/content/resources/requirements-for-the-registration-and-use-of-gov-domains-in-the-federal-government.md b/content/resources/requirements-for-the-registration-and-use-of-gov-domains-in-the-federal-government.md index 0a22dc098b..4e670021da 100644 --- a/content/resources/requirements-for-the-registration-and-use-of-gov-domains-in-the-federal-government.md +++ b/content/resources/requirements-for-the-registration-and-use-of-gov-domains-in-the-federal-government.md @@ -80,13 +80,13 @@ As a best practice, consider setting up a process to continuously monitor and ev ### How to register or renew a .gov domain -To register or renew a .gov domain, follow the [domain name requirements](https://get.gov/domains/) outlined on [Get.gov](https://get.gov/). +To register or renew a .gov domain, follow the [domain name requirements](https://get.gov/domains/) outlined on [Get.gov](https://get.gov/). -You should also review the [naming requirements for executive branch federal agencies](https://get.gov/domains/executive-branch-guidance/#naming-requirements-for-executive-branch-federal-agencies) that were issued along with M-23-10, The Registration and Use of .gov Domains in the Federal Government. All requests must be approved by your Chief Information Officer or head of agency, and include a description of how the domain will be used, its intended audience, why the domain is needed, and how the domain will conform to OMB policies and requirements. +You should also review the [naming requirements for executive branch federal agencies](https://get.gov/domains/executive-branch-guidance/#naming-requirements-for-executive-branch-federal-agencies) that were issued along with M-23-10, The Registration and Use of .gov Domains in the Federal Government. All requests must be approved by your Chief Information Officer or head of agency, and include a description of how the domain will be used, its intended audience, why the domain is needed, and how the domain will conform to OMB policies and requirements. -OMB reviews executive branch agency domain requests and may contact the submitting agency with any questions during the process; they may deny a domain request or domain renewal. +OMB reviews executive branch agency domain requests and may contact the submitting agency with any questions during the process; they may deny a domain request or domain renewal. -Federal agencies can establish .gov domain names for any legitimate purpose and can register domains as needed to most effectively meet their mission. However, .gov domain names are a shared resource across all U.S.-based government organizations, and agencies have a responsibility to carefully consider how potential domains might impact the public and how they interact with government information and services. +Federal agencies can establish .gov domain names for any legitimate purpose and can register domains as needed to most effectively meet their mission. However, .gov domain names are a shared resource across all U.S.-based government organizations, and agencies have a responsibility to carefully consider how potential domains might impact the public and how they interact with government information and services. {{< ring title="OMB Memo M-23-10">}} [Explore OMB Memo M-23-10, The Registration and Use of .gov Domains in the Federal Government (PDF, 98 KB, 3 pages)](https://www.whitehouse.gov/wp-content/uploads/2023/02/M-23-10-DOTGOV-Act-Guidance.pdf) diff --git a/themes/digital.gov/layouts/partials/core/get_sharetools.html b/themes/digital.gov/layouts/partials/core/get_sharetools.html index ce881a50ad..02bd20c6c2 100644 --- a/themes/digital.gov/layouts/partials/core/get_sharetools.html +++ b/themes/digital.gov/layouts/partials/core/get_sharetools.html @@ -46,7 +46,7 @@ aria-label="Share on LinkedIn" target="_blank" rel="noreferrer" - href="https://www.linkedin.com/feed/?shareActive&mini=true&url=https://digital.gov{{ (urls.Parse .Permalink) }}&title={{ .Title | urlize }}&text={{ .Params.summary | urlize }}&source={{ "Digital.gov" | urlize }}" + href="https://www.linkedin.com/sharing/share-offsite/?url={{ (urls.Parse .Permalink) }}&title={{ .Title | urlize }}&summary={{ .Params.summary | urlize }}&source={{ "Digital.gov" | urlize }}" > Date: Thu, 13 Jun 2024 11:48:18 -0700 Subject: [PATCH 04/50] updated facebook share link --- themes/digital.gov/layouts/partials/core/get_sharetools.html | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/themes/digital.gov/layouts/partials/core/get_sharetools.html b/themes/digital.gov/layouts/partials/core/get_sharetools.html index 02bd20c6c2..f9597a29a1 100644 --- a/themes/digital.gov/layouts/partials/core/get_sharetools.html +++ b/themes/digital.gov/layouts/partials/core/get_sharetools.html @@ -27,7 +27,7 @@ aria-label="Share on Facebook" target="_blank" rel="noreferrer" - href="http://www.facebook.com/sharer.php?u=https://digital.gov{{ (urls.Parse .Permalink) }}&t={{ .Title | urlize }}" + href="https://www.facebook.com/sharer/sharer.php?u=https://digital.gov{{ (urls.Parse .Permalink) }}" > Date: Thu, 13 Jun 2024 13:48:07 -0700 Subject: [PATCH 05/50] updated linkedin share href --- themes/digital.gov/layouts/partials/core/get_sharetools.html | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/themes/digital.gov/layouts/partials/core/get_sharetools.html b/themes/digital.gov/layouts/partials/core/get_sharetools.html index f9597a29a1..68cbbd6ab8 100644 --- a/themes/digital.gov/layouts/partials/core/get_sharetools.html +++ b/themes/digital.gov/layouts/partials/core/get_sharetools.html @@ -46,7 +46,7 @@ aria-label="Share on LinkedIn" target="_blank" rel="noreferrer" - href="https://www.linkedin.com/sharing/share-offsite/?url={{ (urls.Parse .Permalink) }}&title={{ .Title | urlize }}&summary={{ .Params.summary | urlize }}&source={{ "Digital.gov" | urlize }}" + href="https://www.linkedin.com/sharing/share-offsite/?url={{ (urls.Parse .Permalink) }}" > Date: Thu, 13 Jun 2024 23:52:30 -0500 Subject: [PATCH 06/50] Remove right alignment default condition --- themes/digital.gov/layouts/shortcodes/img.html | 8 ++------ themes/digital.gov/src/scss/new/_images.scss | 12 ++++++++++++ 2 files changed, 14 insertions(+), 6 deletions(-) diff --git a/themes/digital.gov/layouts/shortcodes/img.html b/themes/digital.gov/layouts/shortcodes/img.html index 1c875640d1..33d020368b 100644 --- a/themes/digital.gov/layouts/shortcodes/img.html +++ b/themes/digital.gov/layouts/shortcodes/img.html @@ -15,14 +15,10 @@
{{- if (or (eq $imgExt "jpg") (or (eq $imgExt "jpeg") (eq $imgExt "png"))) -}} - Date: Fri, 14 Jun 2024 09:30:35 -0500 Subject: [PATCH 07/50] Minor cleaning up --- .../digital.gov/layouts/shortcodes/img.html | 19 ++++++++----------- 1 file changed, 8 insertions(+), 11 deletions(-) diff --git a/themes/digital.gov/layouts/shortcodes/img.html b/themes/digital.gov/layouts/shortcodes/img.html index 33d020368b..778f18bcf1 100644 --- a/themes/digital.gov/layouts/shortcodes/img.html +++ b/themes/digital.gov/layouts/shortcodes/img.html @@ -13,25 +13,22 @@ {{- $prefix := replaceRE "^(http[s]://).+$" "$1" $thisuid -}} {{- $align := .Get "align" | default "" -}} - -
+
{{- if (or (eq $imgExt "jpg") (or (eq $imgExt "jpeg") (eq $imgExt "png"))) -}} - < img + {{- with .Get {{- else -}} {{- with .Get {{- end -}} From 9c3c62c047cfe7b9048b86901f1aa35de6c802a6 Mon Sep 17 00:00:00 2001 From: lcummings3424 Date: Fri, 14 Jun 2024 09:49:53 -0500 Subject: [PATCH 08/50] Minor syntax adjustment --- themes/digital.gov/layouts/shortcodes/img.html | 8 ++++---- themes/digital.gov/src/scss/new/_images.scss | 6 +----- 2 files changed, 5 insertions(+), 9 deletions(-) diff --git a/themes/digital.gov/layouts/shortcodes/img.html b/themes/digital.gov/layouts/shortcodes/img.html index 778f18bcf1..fccc4adc7f 100644 --- a/themes/digital.gov/layouts/shortcodes/img.html +++ b/themes/digital.gov/layouts/shortcodes/img.html @@ -14,7 +14,7 @@ {{- $align := .Get "align" | default "" -}}
- {{- if (or (eq $imgExt "jpg") (or (eq $imgExt "jpeg") (eq $imgExt "png"))) -}} + {{- if or (eq $imgExt "jpg") (eq $imgExt "jpeg") (eq $imgExt "png") -}} {{- end -}} {{- if or $imgCaption $imgCredit -}}

- {{- $imgCaption | markdownify -}}{{- if $imgCredit }} + {{- $imgCaption | markdownify -}}{{- if $imgCredit -}} — {{ $imgCredit | markdownify -}} {{- end -}}

diff --git a/themes/digital.gov/src/scss/new/_images.scss b/themes/digital.gov/src/scss/new/_images.scss index 9d51b86248..2833a89a92 100644 --- a/themes/digital.gov/src/scss/new/_images.scss +++ b/themes/digital.gov/src/scss/new/_images.scss @@ -52,14 +52,10 @@ @include u-display("block"); @include u-margin-left("auto"); @include u-margin-right("auto"); - @include u-maxw("100%"); + @include u-maxw("full"); text-align: center; } - - - - img[alt] { font-style: italic; } From 8885e585fa775185eb50165fafce12f1acd1e009 Mon Sep 17 00:00:00 2001 From: lcummings3424 Date: Fri, 14 Jun 2024 10:22:39 -0500 Subject: [PATCH 09/50] Prettier reformatting --- themes/digital.gov/layouts/shortcodes/img.html | 3 ++- 1 file changed, 2 insertions(+), 1 deletion(-) diff --git a/themes/digital.gov/layouts/shortcodes/img.html b/themes/digital.gov/layouts/shortcodes/img.html index fccc4adc7f..7e40cf4456 100644 --- a/themes/digital.gov/layouts/shortcodes/img.html +++ b/themes/digital.gov/layouts/shortcodes/img.html @@ -13,7 +13,8 @@ {{- $prefix := replaceRE "^(http[s]://).+$" "$1" $thisuid -}} {{- $align := .Get "align" | default "" -}} -
+ +
{{- if or (eq $imgExt "jpg") (eq $imgExt "jpeg") (eq $imgExt "png") -}} +
{{- if or (eq $imgExt "jpg") (eq $imgExt "jpeg") (eq $imgExt "png") -}} {{- else -}} Date: Mon, 17 Jun 2024 09:13:58 -0500 Subject: [PATCH 11/50] formatting fix --- .../digital.gov/layouts/shortcodes/img.html | 7 +++++- themes/digital.gov/src/scss/new/_images.scss | 24 +++++++++---------- 2 files changed, 18 insertions(+), 13 deletions(-) diff --git a/themes/digital.gov/layouts/shortcodes/img.html b/themes/digital.gov/layouts/shortcodes/img.html index 823af59d15..8e155c538b 100644 --- a/themes/digital.gov/layouts/shortcodes/img.html +++ b/themes/digital.gov/layouts/shortcodes/img.html @@ -15,7 +15,12 @@ {{- $align := .Get "align" | default "" -}} {{- $inline := .Get "inline" | default "false" -}} -
+ +
{{- if or (eq $imgExt "jpg") (eq $imgExt "jpeg") (eq $imgExt "png") -}} Date: Tue, 18 Jun 2024 12:07:19 -0500 Subject: [PATCH 12/50] Reformat SCSS to use functions, switch to slice for class assignment --- .../digital.gov/layouts/shortcodes/img.html | 14 ++-- themes/digital.gov/src/scss/new/_images.scss | 68 ++++++++++--------- 2 files changed, 44 insertions(+), 38 deletions(-) diff --git a/themes/digital.gov/layouts/shortcodes/img.html b/themes/digital.gov/layouts/shortcodes/img.html index 8e155c538b..b9408a6999 100644 --- a/themes/digital.gov/layouts/shortcodes/img.html +++ b/themes/digital.gov/layouts/shortcodes/img.html @@ -15,12 +15,16 @@ {{- $align := .Get "align" | default "" -}} {{- $inline := .Get "inline" | default "false" -}} +{{ $imageClasses := slice "image" }} +{{ if $align }} + {{ $imageClasses = $imageClasses | append (printf "image-%s" $align) }} +{{ end }} +{{ if eq $inline "true" }} + {{ $imageClasses = $imageClasses | append "image-inline" }} +{{ end }} -
+ +
{{- if or (eq $imgExt "jpg") (eq $imgExt "jpeg") (eq $imgExt "png") -}} Date: Fri, 21 Jun 2024 10:01:23 -0400 Subject: [PATCH 13/50] Added documentation, removed style comments, tested shortcode options --- .../digital.gov/layouts/shortcodes/img.html | 20 ++++++++++++- themes/digital.gov/src/scss/new/_images.scss | 28 +++++++++---------- 2 files changed, 33 insertions(+), 15 deletions(-) diff --git a/themes/digital.gov/layouts/shortcodes/img.html b/themes/digital.gov/layouts/shortcodes/img.html index b9408a6999..b4139494cb 100644 --- a/themes/digital.gov/layouts/shortcodes/img.html +++ b/themes/digital.gov/layouts/shortcodes/img.html @@ -1,5 +1,23 @@ - +{{/* ======= + + Displays an image with optional metadata + See wiki for more details https://github.com/GSA/digitalgov.gov/wiki/Hugo-shortcodes + TODO: finish documenting the other properties of this component + + align - set the alignment for the image to be left (default if left blank), center, or right aligned. + inline - displays multiples images on the same line + + @example for right aligned image + {{< img src="image-1" align="right" alt="UX Summit Image" +>}} +@example for two images on same line starting justified left align +{{< img src="image-1" align="center" inline="true" alt="UX Summit Image 1" >}} +{{< img src="image-2" align="center" inline="true" alt="UX Summit Image 2" >}} + +*/}} + + {{- $cdnurl := .Site.Params.cdnurl -}} {{- $thisuid := (.Get "src" | lower) -}} {{- $thisuid := replaceRE "\\.[jpegpn]{3,4}$" "" $thisuid -}} diff --git a/themes/digital.gov/src/scss/new/_images.scss b/themes/digital.gov/src/scss/new/_images.scss index 5ede173280..3270a718f2 100644 --- a/themes/digital.gov/src/scss/new/_images.scss +++ b/themes/digital.gov/src/scss/new/_images.scss @@ -1,8 +1,8 @@ @use "uswds-core" as *; .image { - margin-bottom: units(4); // 32px - margin-top: units(2); // 16px + margin-bottom: units(4); + margin-top: units(2); // Captions p { @@ -24,28 +24,28 @@ .image-right { float: right; - margin-bottom: units(3); // 24px - margin-left: units(3); // 24px - margin-top: units(1); // 8px - width: units(15); // 120px + margin-bottom: units(3); + margin-left: units(3); + margin-top: units(1); + width: units(15); @include at-media("tablet") { - width: units("card"); // 160px + width: units("card"); } } .image-right-legacy { @include at-media("tablet") { - width: units("card-lg"); // 240px + width: units("card-lg"); } } .image-left { float: left; - margin-bottom: units(5); // 40px - margin-right: units(2); // 16px - margin-top: units(5); // 40px - width: units("card-lg"); // 240px + margin-bottom: units(5); + margin-right: units(2); + margin-top: units(5); + width: units("card-lg"); } .image-center { @@ -54,13 +54,13 @@ img { max-width: 100%; - width: units("card-lg"); // 240px + width: units("card-lg"); } } .image-inline { display: inline-block; - margin: units(1); // 8px + margin: units(1); text-align: center; vertical-align: middle; From 207e8c410a40f3c768f37633df48d71cd453ce4a Mon Sep 17 00:00:00 2001 From: klin2020 Date: Fri, 21 Jun 2024 11:57:57 -0700 Subject: [PATCH 14/50] updated .Permalink to .RelPermalink to fix broken urls on all platforms --- .../digital.gov/layouts/partials/core/get_sharetools.html | 6 +++--- 1 file changed, 3 insertions(+), 3 deletions(-) diff --git a/themes/digital.gov/layouts/partials/core/get_sharetools.html b/themes/digital.gov/layouts/partials/core/get_sharetools.html index 68cbbd6ab8..6ce31d3385 100644 --- a/themes/digital.gov/layouts/partials/core/get_sharetools.html +++ b/themes/digital.gov/layouts/partials/core/get_sharetools.html @@ -10,7 +10,7 @@ aria-label="Share on Twitter" target="_blank" rel="noreferrer" - href="http://twitter.com/share?url=https://digital.gov{{ (urls.Parse .Permalink) }}&text={{ .Title }}" + href="http://twitter.com/share?url=https://digital.gov{{ (urls.Parse .RelPermalink) }}&text={{ .Title }}" > Date: Fri, 21 Jun 2024 13:09:38 -0700 Subject: [PATCH 15/50] testing hardcode dg on facebook share link --- themes/digital.gov/layouts/partials/core/get_sharetools.html | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/themes/digital.gov/layouts/partials/core/get_sharetools.html b/themes/digital.gov/layouts/partials/core/get_sharetools.html index 6ce31d3385..c35d03c6e3 100644 --- a/themes/digital.gov/layouts/partials/core/get_sharetools.html +++ b/themes/digital.gov/layouts/partials/core/get_sharetools.html @@ -27,7 +27,7 @@ aria-label="Share on Facebook" target="_blank" rel="noreferrer" - href="https://www.facebook.com/sharer/sharer.php?u=https://digital.gov{{ (urls.Parse .RelPermalink) }}" + href="https://www.facebook.com/sharer/sharer.php?u=https://digital.gov" > Date: Fri, 21 Jun 2024 14:10:07 -0700 Subject: [PATCH 16/50] added back page path to facebook share link --- themes/digital.gov/layouts/partials/core/get_sharetools.html | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/themes/digital.gov/layouts/partials/core/get_sharetools.html b/themes/digital.gov/layouts/partials/core/get_sharetools.html index c35d03c6e3..6ce31d3385 100644 --- a/themes/digital.gov/layouts/partials/core/get_sharetools.html +++ b/themes/digital.gov/layouts/partials/core/get_sharetools.html @@ -27,7 +27,7 @@ aria-label="Share on Facebook" target="_blank" rel="noreferrer" - href="https://www.facebook.com/sharer/sharer.php?u=https://digital.gov" + href="https://www.facebook.com/sharer/sharer.php?u=https://digital.gov{{ (urls.Parse .RelPermalink) }}" > Date: Mon, 24 Jun 2024 12:38:12 -0400 Subject: [PATCH 17/50] =?UTF-8?q?Create=20Resource=20=E2=80=9Cexecutive-or?= =?UTF-8?q?der-on-the-safe-secure-and-trustworthy-development-and-use-of-a?= =?UTF-8?q?rtificial-intelligence=E2=80=9D?= MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit --- ...ment-and-use-of-artificial-intelligence.md | 26 +++++++++++++++++++ 1 file changed, 26 insertions(+) create mode 100644 content/resources/executive-order-on-the-safe-secure-and-trustworthy-development-and-use-of-artificial-intelligence.md diff --git a/content/resources/executive-order-on-the-safe-secure-and-trustworthy-development-and-use-of-artificial-intelligence.md b/content/resources/executive-order-on-the-safe-secure-and-trustworthy-development-and-use-of-artificial-intelligence.md new file mode 100644 index 0000000000..e666599b48 --- /dev/null +++ b/content/resources/executive-order-on-the-safe-secure-and-trustworthy-development-and-use-of-artificial-intelligence.md @@ -0,0 +1,26 @@ +--- +date: 2023-10-30 +# Originally published at the following URL +source_url: https://www.whitehouse.gov/briefing-room/presidential-actions/2023/10/30/executive-order-on-the-safe-secure-and-trustworthy-development-and-use-of-artificial-intelligence/ +source: whitehouse +title: Executive Order on the Safe, Secure, and Trustworthy Development and Use + of Artificial Intelligence +deck: Establishes new standards for AI safety and security, protects Americans’ + privacy, advances equity and civil rights, stands up for consumers and + workers, promotes innovation and competition, advances American leadership + around the world, and more. +summary: Establishes new standards for AI safety and security, protects + Americans’ privacy, advances equity and civil rights, stands up for consumers + and workers, promotes innovation and competition, advances American leadership + around the world, and more. +# See all topics at https://digital.gov/topics +topics: + - artificial-intelligence + - emerging-tech +slug: executive-order-on-the-safe-secure-and-trustworthy-development-and-use-of-artificial-intelligence +# Controls how this page appears across the site +# 0 -- hidden +# 1 -- visible +# 2 -- highlighted +weight: 1 +--- From 92f12d8eabfc9d0c127e368906a295bc997b76db Mon Sep 17 00:00:00 2001 From: Toni Bonitto Date: Mon, 24 Jun 2024 12:54:21 -0400 Subject: [PATCH 18/50] =?UTF-8?q?Create=20Resource=20=E2=80=9Cfact-sheet-p?= =?UTF-8?q?resident-biden-issues-executive-order-on-safe-secure-and-trustw?= =?UTF-8?q?orthy-artificial-intelligence=E2=80=9D?= MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit --- ...and-trustworthy-artificial-intelligence.md | 29 +++++++++++++++++++ 1 file changed, 29 insertions(+) create mode 100644 content/resources/fact-sheet-president-biden-issues-executive-order-on-safe-secure-and-trustworthy-artificial-intelligence.md diff --git a/content/resources/fact-sheet-president-biden-issues-executive-order-on-safe-secure-and-trustworthy-artificial-intelligence.md b/content/resources/fact-sheet-president-biden-issues-executive-order-on-safe-secure-and-trustworthy-artificial-intelligence.md new file mode 100644 index 0000000000..399c84dbcc --- /dev/null +++ b/content/resources/fact-sheet-president-biden-issues-executive-order-on-safe-secure-and-trustworthy-artificial-intelligence.md @@ -0,0 +1,29 @@ +--- +date: 2023-10-30 +# Originally published at the following URL +source_url: https://www.whitehouse.gov/briefing-room/statements-releases/2023/10/30/fact-sheet-president-biden-issues-executive-order-on-safe-secure-and-trustworthy-artificial-intelligence/ +source: whitehouse +title: "FACT SHEET: President Biden Issues Executive Order on Safe, Secure, and + Trustworthy Artificial Intelligence" +deck: "Summarizes the eight sections of the Executive Order: New Standards for + AI Safety and Security; Protecting Americans’ Privacy; Advancing Equity and + Civil Rights; Standing Up for Consumers, Patients, and Students; Supporting + Workers; Promoting Innovation and Competition; Advancing American Leadership + Abroad; and Ensuring Responsible and Effective Government Use of AI." +summary: "Summarizes the eight sections of the Executive Order: New Standards + for AI Safety and Security; Protecting Americans’ Privacy; Advancing Equity + and Civil Rights; Standing Up for Consumers, Patients, and Students; + Supporting Workers; Promoting Innovation and Competition; Advancing American + Leadership Abroad; and Ensuring Responsible and Effective Government Use of + AI." +# See all topics at https://digital.gov/topics +topics: + - artificial-intelligence + - emerging-tech +slug: fact-sheet-president-biden-issues-executive-order-on-safe-secure-and-trustworthy-artificial-intelligence +# Controls how this page appears across the site +# 0 -- hidden +# 1 -- visible +# 2 -- highlighted +weight: 1 +--- From bbb3d9f2ef5e37f23fd46158967988aad1bea298 Mon Sep 17 00:00:00 2001 From: Toni Bonitto Date: Mon, 24 Jun 2024 12:56:39 -0400 Subject: [PATCH 19/50] Update fact-sheet-president-biden-issues-executive-order-on-safe-secure-and-trustworthy-artificial-intelligence.md add topic --- ...der-on-safe-secure-and-trustworthy-artificial-intelligence.md | 1 + 1 file changed, 1 insertion(+) diff --git a/content/resources/fact-sheet-president-biden-issues-executive-order-on-safe-secure-and-trustworthy-artificial-intelligence.md b/content/resources/fact-sheet-president-biden-issues-executive-order-on-safe-secure-and-trustworthy-artificial-intelligence.md index 399c84dbcc..b9d844422c 100644 --- a/content/resources/fact-sheet-president-biden-issues-executive-order-on-safe-secure-and-trustworthy-artificial-intelligence.md +++ b/content/resources/fact-sheet-president-biden-issues-executive-order-on-safe-secure-and-trustworthy-artificial-intelligence.md @@ -20,6 +20,7 @@ summary: "Summarizes the eight sections of the Executive Order: New Standards topics: - artificial-intelligence - emerging-tech + - diversity-equity-and-inclusion slug: fact-sheet-president-biden-issues-executive-order-on-safe-secure-and-trustworthy-artificial-intelligence # Controls how this page appears across the site # 0 -- hidden From 2509dc8fa503d4e83e0f3657ec0dfd0da4834904 Mon Sep 17 00:00:00 2001 From: Toni Bonitto Date: Mon, 24 Jun 2024 13:05:20 -0400 Subject: [PATCH 20/50] Update executive-order-on-the-safe-secure-and-trustworthy-development-and-use-of-artificial-intelligence.md add 3rd topic --- ...trustworthy-development-and-use-of-artificial-intelligence.md | 1 + 1 file changed, 1 insertion(+) diff --git a/content/resources/executive-order-on-the-safe-secure-and-trustworthy-development-and-use-of-artificial-intelligence.md b/content/resources/executive-order-on-the-safe-secure-and-trustworthy-development-and-use-of-artificial-intelligence.md index e666599b48..59ba72b2cd 100644 --- a/content/resources/executive-order-on-the-safe-secure-and-trustworthy-development-and-use-of-artificial-intelligence.md +++ b/content/resources/executive-order-on-the-safe-secure-and-trustworthy-development-and-use-of-artificial-intelligence.md @@ -17,6 +17,7 @@ summary: Establishes new standards for AI safety and security, protects topics: - artificial-intelligence - emerging-tech + - diversity-equity-and-inclusion slug: executive-order-on-the-safe-secure-and-trustworthy-development-and-use-of-artificial-intelligence # Controls how this page appears across the site # 0 -- hidden From 5d65de15e09b443fc7e199943749356f02bab667 Mon Sep 17 00:00:00 2001 From: Toni Bonitto Date: Mon, 24 Jun 2024 13:35:35 -0400 Subject: [PATCH 21/50] =?UTF-8?q?Create=20Resource=20=E2=80=9Cadministrati?= =?UTF-8?q?on-actions-on-ai=E2=80=9D?= MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit --- .../resources/administration-actions-on-ai.md | 27 +++++++++++++++++++ 1 file changed, 27 insertions(+) create mode 100644 content/resources/administration-actions-on-ai.md diff --git a/content/resources/administration-actions-on-ai.md b/content/resources/administration-actions-on-ai.md new file mode 100644 index 0000000000..6878e5106c --- /dev/null +++ b/content/resources/administration-actions-on-ai.md @@ -0,0 +1,27 @@ +--- +date: 2024-06-24 +# Originally published at the following URL +source_url: https://ai.gov/actions/ +source: ai-gov +title: Administration Actions on AI +deck: "Steps to promote the safe, secure, and trustworthy use of AI. Includes: + progress reports, federal agency use cases, and voluntary private sector + commitments, as well as the Blueprint for an AI Bill of Rights, NIST AI Risk + Management Framework, National AI R&D Strategic Plan, and National AI Research + Resource (NAIRR) Pilot." +summary: "Steps to promote the safe, secure, and trustworthy use of AI. + Includes: progress reports, federal agency use cases, and voluntary private + sector commitments, as well as the Blueprint for an AI Bill of Rights, NIST AI + Risk Management Framework, National AI R&D Strategic Plan, and National AI + Research Resource (NAIRR) Pilot." +# See all topics at https://digital.gov/topics +topics: + - artificial-intelligence + - emerging-tech +slug: administration-actions-on-ai +# Controls how this page appears across the site +# 0 -- hidden +# 1 -- visible +# 2 -- highlighted +weight: 1 +--- From 6d8dbe97c74753cf45de128b843e84566d95f70a Mon Sep 17 00:00:00 2001 From: Toni Bonitto Date: Mon, 24 Jun 2024 13:49:11 -0400 Subject: [PATCH 22/50] =?UTF-8?q?Create=20Resource=20=E2=80=9Cblueprint-fo?= =?UTF-8?q?r-an-ai-bill-of-rights=E2=80=9D?= MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit --- .../blueprint-for-an-ai-bill-of-rights.md | 27 +++++++++++++++++++ 1 file changed, 27 insertions(+) create mode 100644 content/resources/blueprint-for-an-ai-bill-of-rights.md diff --git a/content/resources/blueprint-for-an-ai-bill-of-rights.md b/content/resources/blueprint-for-an-ai-bill-of-rights.md new file mode 100644 index 0000000000..7c4d72da2e --- /dev/null +++ b/content/resources/blueprint-for-an-ai-bill-of-rights.md @@ -0,0 +1,27 @@ +--- +date: 2022-10-14 +# Originally published at the following URL +source_url: https://www.whitehouse.gov/ostp/ai-bill-of-rights/ +source: whitehouse +title: Blueprint for an AI Bill of rights +deck: From the White House Office of Science and Technology Policy (OSTP), the + Blueprint for an AI Bill of Rights is a set of five principles and associated + practices to help guide the design, use, and deployment of automated systems + to protect the rights of the American public in the age of artificial + intelligence. +summary: From the White House Office of Science and Technology Policy (OSTP), + the Blueprint for an AI Bill of Rights is a set of five principles and + associated practices to help guide the design, use, and deployment of + automated systems to protect the rights of the American public in the age of + artificial intelligence. +# See all topics at https://digital.gov/topics +topics: + - artificial-intelligence + - emerging-tech +slug: blueprint-for-an-ai-bill-of-rights +# Controls how this page appears across the site +# 0 -- hidden +# 1 -- visible +# 2 -- highlighted +weight: 1 +--- From b61460a9937b64752c5b923098056241f53e93b7 Mon Sep 17 00:00:00 2001 From: Toni Bonitto Date: Mon, 24 Jun 2024 18:03:48 -0400 Subject: [PATCH 23/50] Update _index.md add authors --- content/guides/public-policy/_index.md | 5 +++++ 1 file changed, 5 insertions(+) diff --git a/content/guides/public-policy/_index.md b/content/guides/public-policy/_index.md index d23a00dccb..f1539c543d 100755 --- a/content/guides/public-policy/_index.md +++ b/content/guides/public-policy/_index.md @@ -7,6 +7,11 @@ guide: public-policy image: guide-public-policy primary_image: guide-public-policy +# See all authors at https://digital.gov/authors +authors: + - chizobam-nwagwu + - trey-gordner + # See all authors at https://digital.gov/authors authors: - chizobam-nwagwu From 6b099af1772719524f7bb31d30664b10f75d2553 Mon Sep 17 00:00:00 2001 From: Bonnie Cameron <96838068+bonnieAcameron@users.noreply.github.com> Date: Tue, 25 Jun 2024 09:38:21 -0400 Subject: [PATCH 24/50] update the text --- themes/digital.gov/layouts/partials/core/card-legislation.html | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/themes/digital.gov/layouts/partials/core/card-legislation.html b/themes/digital.gov/layouts/partials/core/card-legislation.html index d199539562..7e19ff25b0 100644 --- a/themes/digital.gov/layouts/partials/core/card-legislation.html +++ b/themes/digital.gov/layouts/partials/core/card-legislation.html @@ -26,7 +26,7 @@

{{ end }} {{ if .link }}
- View policy + Explore policy
{{ end }}

From e5e441a747b17abf4fc1c1a0f65f46ca829ed285 Mon Sep 17 00:00:00 2001 From: Bonnie Cameron <96838068+bonnieAcameron@users.noreply.github.com> Date: Tue, 25 Jun 2024 13:41:01 -0400 Subject: [PATCH 25/50] update formatting --- themes/digital.gov/layouts/partials/core/card-legislation.html | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/themes/digital.gov/layouts/partials/core/card-legislation.html b/themes/digital.gov/layouts/partials/core/card-legislation.html index 7e19ff25b0..4ca161b5bc 100644 --- a/themes/digital.gov/layouts/partials/core/card-legislation.html +++ b/themes/digital.gov/layouts/partials/core/card-legislation.html @@ -26,7 +26,7 @@

{{ end }} {{ if .link }}
- Explore policy + Explore policy
{{ end }}

From fdeeb5105050c151b3f70de8485ceb81b267413c Mon Sep 17 00:00:00 2001 From: Toni Bonitto Date: Tue, 25 Jun 2024 14:21:58 -0400 Subject: [PATCH 26/50] =?UTF-8?q?Create=20Blog=20Post=20=E2=80=9C2024/06/2?= =?UTF-8?q?024-06-25-unsolicited-data-a-valuable-resource-for-digital-cust?= =?UTF-8?q?omer-experience-enhancement=E2=80=9D?= MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit --- ...digital-customer-experience-enhancement.md | 150 ++++++++++++++++++ 1 file changed, 150 insertions(+) create mode 100644 content/news/2024/06/2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md diff --git a/content/news/2024/06/2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md b/content/news/2024/06/2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md new file mode 100644 index 0000000000..04e31b2b2e --- /dev/null +++ b/content/news/2024/06/2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md @@ -0,0 +1,150 @@ +--- +source: "" +date: 2024-06-25 +title: Unsolicited data A valuable resource for digital customer experience + enhancement +summary: Optimizing federal service touchpoints involves analyzing both + actively-sought and spontaneous feedback, introducing new metrics and data + points. +# See all topics at https://digital.gov/topics +topics: + - accessibility + - user-centered-design +# Controls how this page appears across the site +# 0 -- hidden +# 1 -- visible +weight: 1 +slug: unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement +--- +When it comes to digital federal services, the stakes are high. For millions of the American public, these platforms are not just convenient online options; they are lifelines for essential needs. As highlighted in [Transforming the American digital experience: A report about what’s next for the U.S. Web Design System](https://designsystem.digital.gov/next/introduction/): + +{{< card-quote text="For millions, access to digital services isn’t a luxury — it’s critical. And their experiences using government websites to find unemployment support, file taxes, apply for student loans, or get assistance with housing, childcare, or food can dramatically affect how they feel about the government." cite="" >}} + +Understanding and optimizing digital touchpoints requires listening to users in the various solicited and unsolicited ways they communicate with the government. The [21st Century Integrated Digital Experience Act](https://digital.gov/resources/delivering-digital-first-public-experience/) (21st Century IDEA) emphasizes that federal agencies must design their digital services, including websites and applications, to meet user goals, needs, and behaviors based on analysis of various types of data. + +Agencies collect data on their services through a variety of avenues, but teams often face barriers to leveraging that data. These barriers may include unfamiliarity with the format of the data, methods for analyzing the data, and types of insights the data can uncover. + +This blog provides a checklist for getting started on analyzing unsolicited customer feedback. + +You can learn more about survey design and analyzing solicited customer feedback by checking out these blog posts: [Decoding public sentiment](https://digital.gov/2023/10/30/decoding-public-sentiment-harnessing-open-data-to-gain-insights-into-service-delivery/) and [Amplifying customer voices](https://digital.gov/2023/12/19/amplifying-customer-voices/). + +## Unsolicited, unstructured customer feedback: A treasure trove of data + +Structured data, such as numerical survey response ratings and website traffic, only represent a fraction of the available data on public interactions with digital services. Unstructured data – such as open-ended survey questions, emails, chatbot conversations, and search queries – can also be mined for insights. Both structured and unstructured data can be further categorized as “solicited” or “unsolicited,” depending on whether it was initiated by the provider or the user. + +The table below shows types of customer feedback along with examples: + + + + + + + + + + + + + + + + + + + + + + + + + + + +
Types of feedbackExample sources
**Solicited and structured**: Requested by a provider and limited to predefined response optionsNumerical ratings in survey responses and comment cards
**Solicited and unstructured**: Requested by a provider but free-formOpen-ended survey responses, customer advisory board interviews
**Unsolicited and structured**: Initiated by customer but limited to predefined response optionsProduct and service ratings on third-party review sites
**Unsolicited and unstructured**: Initiated by customer and free-formSocial media posts, contact center calls, emails, and chats
+ +## A key distinction between solicited and unsolicited feedback + +Solicited feedback reflects responses to specific inquiries posed by the service provider, and may be skewed toward more-engaged users who are willing to participate in surveys. While extremely valuable, solicited feedback data will present a view constrained by the questions asked. Unsolicited feedback, however, arises from the user's initiative. It offers another view into the customer experience and captures a broad spectrum of user experiences, including needs that might not surface in a structured survey. + +## Examples of unsolicited data, and questions to ask + +Digital service providers can leverage unsolicited customer experience (CX) data to understand different user segments and their needs, preferences, and behaviors (e.g., users’ search habits). This can lead to specific changes in how your digital service is provided—for example, by proactively generating or modifying content, or by creating a more targeted experience for specific customer types. + +Emails are a great place to start for customer feedback analysis, especially since it is a data stream already being collected. Email data is particularly valuable for digital service providers not yet collecting user survey data. Even if you are collecting survey data, emails are important to analyze because there may be differences in usage across feedback channels (e.g., some users may be more likely to email their feedback rather than participate in surveys). Additionally, unsolicited feedback in emails can uncover areas not addressed in surveys. For example, emails may capture new user groups outside of those predefined in questionnaires, or provide deeper insight into how well a provider is delivering customer service. + +You can analyze the content of the customer-initiated emails to address questions such as: + +* What types of information and services do users need? +* Is there recurring negative and positive feedback in the emails? +* How have the topics of emails changed over time? + +You can also segment the emails into customer groups and delve into the group-specific trends and patterns. Such customer experience insights can reveal new, non-obvious insights on service delivery, such as discovering that customer interactions via email might be a more powerful CX-improvement lever for the digital service provider than website content. + +### Website search data + +Analyze the search terms visitors use on the site to see their frequency and patterns over time. + +* What are the top search terms used in the digital platform’s search tools, and what does this indicate about your users’ interests? +* Are there new and emerging search terms that can be used for content strategy? +* Utilize website URL structure to correlate search terms with user groups; this can help inform how the website caters resources to its diverse user groups. +* Analyze user behavior before and after major site updates to measure the impact of these changes, e.g., did a new feature lead to an increase in searches for specific content or services? + +### Emails + +Analyze the content of the emails to understand what customers initiating emails are requesting. + +* What types of information and services do they need? +* Is there recurring negative and positive feedback in the emails that echo what we found in the solicited data? +* How have the topics of emails changed over time? +* Conduct a deeper sentiment analysis (the process of analyzing digital text to determine if the emotional tone of the message is positive, negative, or neutral) to understand the emotional signals in customer emails. +* Segment emails into customer groups to identify group-specific trends and patterns. +* What percentage of customer emails received a response? What was the sentiment of the overall email interaction? + +### Chatbot conversations and queries + +Analyze the types of queries and issues raised by users to understand needs and service effectiveness. + +* Can we identify chatbot user archetypes and understand their respective interaction patterns? +* What are key factors of website chatbot user experience? What impact do response relevance and dialogue helpfulness have? +* Look at the number of interactions between chatbot and user, as well as the emotions detected throughout the chat conversation. Is there a peak negative interaction? At what point? +* Would sentiment pattern mining of chatbot dialogues show common user journeys — for example, from negative to positive indicating maybe a resolution, or from neutral to negative indicating dissatisfaction? +* Look at the volume of chatbot interactions over time to identify any spikes that may correlate with events such as COVID-19 and major site updates. + +## You can’t change what you don’t measure: New performance metrics for digital services to consider + +Shortcomings with CX metrics based solely on structured data — such as website hits and solicited survey satisfaction ratings like [CSAT and NPS](https://digital.gov/2016/08/05/csat-nps-ces-3-easy-ways-to-measure-customer-experience-cx/) — are well-documented. + +As highlighted in an article about using artificial intelligence to track how customers feel \[1]: + +{{< card-quote text=“Companies spend huge amounts of time and money in efforts to get to know their customers better. But despite this hefty investment, most firms are not very good at listening to customers. It’s not for lack of trying, though — the tools they’re using and what they’re trying to measure may just not be up to the task. Our research shows that the two most widely used measures, customer satisfaction (CSAT) and Net Promoter Scores (NPS), fail to tell companies what customers really think and feel, and can even mask serious problems.” cite="" >}} + +To address this within the General Services Administration (GSA), the Office of the Chief Financial Officer’s Analytics and Decision Support Division created open-source tools, the [DigitalCXAnalyzer](https://github.com/GSA/DigitalCXAnalyzer.git) and [GovCXAnalyzer](https://github.com/GSA/GovCXAnalyzer/). These tools facilitate the implementation and systematic processing and analyzing of vast and diverse types of structured and unstructured customer feedback data by allowing users to do trend analysis, sentiment analysis, topic modeling, and more. The team at GSA also developed and published code to support the generation of new performance metrics from structured and unstructured data that could give more granular depictions of customer experience. + +The code supports calculating metrics that offer a more comprehensive understanding of how different users engage with the platform’s services; an example metric is shown below. The metrics range in level of difficulty to implement, but offer new ways of understanding digital service performance and customer experience. While the toolkit was piloted with Department of Labor’s Employment Training Administration’s CareerOneStop platform, the code repository can be adapted and applied across various digital services. + +{{< note >}}\*\*Example of one of the metrics a user can generate from the code repository\*\* + +\*\*Help Request Rate Measure\*\*: You can monitor the rate at which different user groups are making help requests or asking for assistance by leveraging keyword matching on emails (e.g., “please assist,” “having trouble”) to further identify and measure gaps across your user groups. For example, if certain user groups exhibit higher help request rates, this could indicate usability issues that disproportionately affect those users. Differences in rates across user groups could point to issues with content clarity. Content that resonates well with one user group might be confusing or less intuitive for another, prompting more help requests.{{< /note >}} + +## Call to action: Embrace unsolicited customer feedback + +In a time when access to digital government services is critical, understanding and enhancing user interactions with those services is essential. Traditional analytics and metrics fall short of capturing the full spectrum of user experiences. GSA encourages readers to adopt a more comprehensive approach to digital user experience data analysis by leveraging the unsolicited feedback that users are providing. + +There are various areas where your agency can begin to tap in to unsolicited feedback: + +We recommend starting with the available data and then incorporating more data and advanced analytics. + +**Inventory existing CX data**: Identify the data you currently have, its sources, and formats (structured vs. unstructured). This includes both solicited data (such as surveys and feedback forms) and unsolicited data (such as emails). + +**Create a CX pilot**: Starting small with simpler implementations and straightforward analysis questions is recommended to test your approach, tools, and team’s analytical capabilities. Starting with a pilot can also help avoid substantial information technology (IT) changes. For example, if big data cloud processing is not an option for you, consider analyzing a subset of CX data on a government-furnished computer or virtual desktop. Leverage the open-source Python [CX analysis toolkits](https://github.com/GSA/GovCXAnalyzer/tree/main/notebooks/digitalcx) on the available data and get preliminary CX insights on specific customer experience issues or opportunities. + +**Start using new CX metrics**: Leverage the CX analysis toolkit [to implement new CX metrics](https://github.com/GSA/GovCXAnalyzer/blob/main/notebooks/digitalcx/digital_metrics.py). In the toolkit, measures such as Help Request Rate, User Sentiment Score, Resource Utilization Rate, and Service-Specific Metrics, enable you to make informed decisions by pinpointing specific issues and successes within different user groups or service areas. For instance, high Request Rates can directly signal areas where users need more support, allowing you to focus improvements where they are most needed. Similarly, you can leverage the User Sentiment Score tool to give you a detailed view of user emotions, which can guide enhancements in user interaction and service delivery. We encourage you to adopt these measures and metrics to understand your service’s impact, actively refine your strategies, and drive meaningful improvements in your digital offerings. + +We hope this work holds value for you and your agency. If you have questions or would like to learn more about this work, please reach out to the Analytics and Decision Support Division at [bia@gsa.gov](mailto:bia@gsa.gov). + +
+

Footnotes

+
    +
  1. Zaki, Mohamed, Janet McColl-Kennedy, and Andy Neely. 2021. “Using AI to Track How Customers Feel — in Real Time.” Harvard Business Review, May 4, 2021. https://hbr.org/2021/05/using-ai-to-track-how-customers-feel-in-real-time ↩
    2. +
+
From 69f89b8eab7f3ea3947621b8914a9e77f760960d Mon Sep 17 00:00:00 2001 From: Toni Bonitto Date: Tue, 25 Jun 2024 14:31:59 -0400 Subject: [PATCH 27/50] Update 2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md add author & topics; removed backslashes --- ...digital-customer-experience-enhancement.md | 33 ++++++++++++------- 1 file changed, 21 insertions(+), 12 deletions(-) diff --git a/content/news/2024/06/2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md b/content/news/2024/06/2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md index 04e31b2b2e..b7fb826b6e 100644 --- a/content/news/2024/06/2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md +++ b/content/news/2024/06/2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md @@ -1,21 +1,30 @@ --- -source: "" +# View this page at https://digital.gov/2024/06/25/unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement +# Learn how to edit our pages at https://workflow.digital.gov + +slug: unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement date: 2024-06-25 -title: Unsolicited data A valuable resource for digital customer experience - enhancement -summary: Optimizing federal service touchpoints involves analyzing both - actively-sought and spontaneous feedback, introducing new metrics and data - points. +title: "Unsolicited data: A valuable resource for digital customer experience enhancement" +summary: "Optimizing federal service touchpoints involves analyzing both actively-sought and spontaneous feedback, introducing new metrics and data points." + +# See all authors at https://digital.gov/authors +authors: + - isabel-izzy-metzger + # See all topics at https://digital.gov/topics topics: - - accessibility - - user-centered-design + - analytics + - user-experience + # Controls how this page appears across the site # 0 -- hidden # 1 -- visible weight: 1 -slug: unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement + +primary_image: "" + --- + When it comes to digital federal services, the stakes are high. For millions of the American public, these platforms are not just convenient online options; they are lifelines for essential needs. As highlighted in [Transforming the American digital experience: A report about what’s next for the U.S. Web Design System](https://designsystem.digital.gov/next/introduction/): {{< card-quote text="For millions, access to digital services isn’t a luxury — it’s critical. And their experiences using government websites to find unemployment support, file taxes, apply for student loans, or get assistance with housing, childcare, or food can dramatically affect how they feel about the government." cite="" >}} @@ -114,7 +123,7 @@ Analyze the types of queries and issues raised by users to understand needs and Shortcomings with CX metrics based solely on structured data — such as website hits and solicited survey satisfaction ratings like [CSAT and NPS](https://digital.gov/2016/08/05/csat-nps-ces-3-easy-ways-to-measure-customer-experience-cx/) — are well-documented. -As highlighted in an article about using artificial intelligence to track how customers feel \[1]: +As highlighted in an article about using artificial intelligence to track how customers feel [1]: {{< card-quote text=“Companies spend huge amounts of time and money in efforts to get to know their customers better. But despite this hefty investment, most firms are not very good at listening to customers. It’s not for lack of trying, though — the tools they’re using and what they’re trying to measure may just not be up to the task. Our research shows that the two most widely used measures, customer satisfaction (CSAT) and Net Promoter Scores (NPS), fail to tell companies what customers really think and feel, and can even mask serious problems.” cite="" >}} @@ -122,9 +131,9 @@ To address this within the General Services Administration (GSA), the Office of The code supports calculating metrics that offer a more comprehensive understanding of how different users engage with the platform’s services; an example metric is shown below. The metrics range in level of difficulty to implement, but offer new ways of understanding digital service performance and customer experience. While the toolkit was piloted with Department of Labor’s Employment Training Administration’s CareerOneStop platform, the code repository can be adapted and applied across various digital services. -{{< note >}}\*\*Example of one of the metrics a user can generate from the code repository\*\* +{{< note >}}**Example of one of the metrics a user can generate from the code repository** -\*\*Help Request Rate Measure\*\*: You can monitor the rate at which different user groups are making help requests or asking for assistance by leveraging keyword matching on emails (e.g., “please assist,” “having trouble”) to further identify and measure gaps across your user groups. For example, if certain user groups exhibit higher help request rates, this could indicate usability issues that disproportionately affect those users. Differences in rates across user groups could point to issues with content clarity. Content that resonates well with one user group might be confusing or less intuitive for another, prompting more help requests.{{< /note >}} +**Help Request Rate Measure**: You can monitor the rate at which different user groups are making help requests or asking for assistance by leveraging keyword matching on emails (e.g., “please assist,” “having trouble”) to further identify and measure gaps across your user groups. For example, if certain user groups exhibit higher help request rates, this could indicate usability issues that disproportionately affect those users. Differences in rates across user groups could point to issues with content clarity. Content that resonates well with one user group might be confusing or less intuitive for another, prompting more help requests.{{< /note >}} ## Call to action: Embrace unsolicited customer feedback From 7a16a4d1632c23c2432c9eab51e87e5abc4871c1 Mon Sep 17 00:00:00 2001 From: Nick Lyons Date: Tue, 25 Jun 2024 15:27:28 -0400 Subject: [PATCH 28/50] Fixed formatting for quotes causing build error --- ...able-resource-for-digital-customer-experience-enhancement.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/content/news/2024/06/2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md b/content/news/2024/06/2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md index b7fb826b6e..5bf30de09d 100644 --- a/content/news/2024/06/2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md +++ b/content/news/2024/06/2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md @@ -125,7 +125,7 @@ Shortcomings with CX metrics based solely on structured data — such as website As highlighted in an article about using artificial intelligence to track how customers feel [1]: -{{< card-quote text=“Companies spend huge amounts of time and money in efforts to get to know their customers better. But despite this hefty investment, most firms are not very good at listening to customers. It’s not for lack of trying, though — the tools they’re using and what they’re trying to measure may just not be up to the task. Our research shows that the two most widely used measures, customer satisfaction (CSAT) and Net Promoter Scores (NPS), fail to tell companies what customers really think and feel, and can even mask serious problems.” cite="" >}} +{{< card-quote text="Companies spend huge amounts of time and money in efforts to get to know their customers better. But despite this hefty investment, most firms are not very good at listening to customers. It’s not for lack of trying, though — the tools they’re using and what they’re trying to measure may just not be up to the task. Our research shows that the two most widely used measures, customer satisfaction (CSAT) and Net Promoter Scores (NPS), fail to tell companies what customers really think and feel, and can even mask serious problems." cite="" >}} To address this within the General Services Administration (GSA), the Office of the Chief Financial Officer’s Analytics and Decision Support Division created open-source tools, the [DigitalCXAnalyzer](https://github.com/GSA/DigitalCXAnalyzer.git) and [GovCXAnalyzer](https://github.com/GSA/GovCXAnalyzer/). These tools facilitate the implementation and systematic processing and analyzing of vast and diverse types of structured and unstructured customer feedback data by allowing users to do trend analysis, sentiment analysis, topic modeling, and more. The team at GSA also developed and published code to support the generation of new performance metrics from structured and unstructured data that could give more granular depictions of customer experience. From ca7e2d3b927677d801da4e1dda20f3c19b3158ea Mon Sep 17 00:00:00 2001 From: Toni Bonitto Date: Tue, 25 Jun 2024 16:30:02 -0400 Subject: [PATCH 29/50] Update 2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md in table, switch bold formatting (Decap/Netlify) from markdown to HTML. --- ...esource-for-digital-customer-experience-enhancement.md | 8 ++++---- 1 file changed, 4 insertions(+), 4 deletions(-) diff --git a/content/news/2024/06/2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md b/content/news/2024/06/2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md index 5bf30de09d..acc53106ad 100644 --- a/content/news/2024/06/2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md +++ b/content/news/2024/06/2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md @@ -53,19 +53,19 @@ The table below shows types of customer feedback along with examples: - **Solicited and structured**: Requested by a provider and limited to predefined response options + Solicited and structured: Requested by a provider and limited to predefined response options Numerical ratings in survey responses and comment cards - **Solicited and unstructured**: Requested by a provider but free-form + Solicited and unstructured: Requested by a provider but free-form Open-ended survey responses, customer advisory board interviews - **Unsolicited and structured**: Initiated by customer but limited to predefined response options + Unsolicited and structured: Initiated by customer but limited to predefined response options Product and service ratings on third-party review sites - **Unsolicited and unstructured**: Initiated by customer and free-form + Unsolicited and unstructured: Initiated by customer and free-form Social media posts, contact center calls, emails, and chats From e66969e228c313a5f42fb0993c3bd3560cf5fa19 Mon Sep 17 00:00:00 2001 From: Toni Bonitto Date: Tue, 25 Jun 2024 16:47:14 -0400 Subject: [PATCH 30/50] Update 2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md indent --- ...-digital-customer-experience-enhancement.md | 18 +++++++++--------- 1 file changed, 9 insertions(+), 9 deletions(-) diff --git a/content/news/2024/06/2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md b/content/news/2024/06/2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md index acc53106ad..bb782d97f6 100644 --- a/content/news/2024/06/2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md +++ b/content/news/2024/06/2024-06-25-unsolicited-data-a-valuable-resource-for-digital-customer-experience-enhancement.md @@ -141,15 +141,15 @@ In a time when access to digital government services is critical, understanding There are various areas where your agency can begin to tap in to unsolicited feedback: -We recommend starting with the available data and then incorporating more data and advanced analytics. - -**Inventory existing CX data**: Identify the data you currently have, its sources, and formats (structured vs. unstructured). This includes both solicited data (such as surveys and feedback forms) and unsolicited data (such as emails). - -**Create a CX pilot**: Starting small with simpler implementations and straightforward analysis questions is recommended to test your approach, tools, and team’s analytical capabilities. Starting with a pilot can also help avoid substantial information technology (IT) changes. For example, if big data cloud processing is not an option for you, consider analyzing a subset of CX data on a government-furnished computer or virtual desktop. Leverage the open-source Python [CX analysis toolkits](https://github.com/GSA/GovCXAnalyzer/tree/main/notebooks/digitalcx) on the available data and get preliminary CX insights on specific customer experience issues or opportunities. - -**Start using new CX metrics**: Leverage the CX analysis toolkit [to implement new CX metrics](https://github.com/GSA/GovCXAnalyzer/blob/main/notebooks/digitalcx/digital_metrics.py). In the toolkit, measures such as Help Request Rate, User Sentiment Score, Resource Utilization Rate, and Service-Specific Metrics, enable you to make informed decisions by pinpointing specific issues and successes within different user groups or service areas. For instance, high Request Rates can directly signal areas where users need more support, allowing you to focus improvements where they are most needed. Similarly, you can leverage the User Sentiment Score tool to give you a detailed view of user emotions, which can guide enhancements in user interaction and service delivery. We encourage you to adopt these measures and metrics to understand your service’s impact, actively refine your strategies, and drive meaningful improvements in your digital offerings. - -We hope this work holds value for you and your agency. If you have questions or would like to learn more about this work, please reach out to the Analytics and Decision Support Division at [bia@gsa.gov](mailto:bia@gsa.gov). +> We recommend starting with the available data and then incorporating more data and advanced analytics. +> +> **Inventory existing CX data**: Identify the data you currently have, its sources, and formats (structured vs. unstructured). This includes both solicited data (such as surveys and feedback forms) and unsolicited data (such as emails). +> +> **Create a CX pilot**: Starting small with simpler implementations and straightforward analysis questions is recommended to test your approach, tools, and team’s analytical capabilities. Starting with a pilot can also help avoid substantial information technology (IT) changes. For example, if big data cloud processing is not an option for you, consider analyzing a subset of CX data on a government-furnished computer or virtual desktop. Leverage the open-source Python [CX analysis toolkits](https://github.com/GSA/GovCXAnalyzer/tree/main/notebooks/digitalcx) on the available data and get preliminary CX insights on specific customer experience issues or opportunities. +> +> **Start using new CX metrics**: Leverage the CX analysis toolkit [to implement new CX metrics](https://github.com/GSA/GovCXAnalyzer/blob/main/notebooks/digitalcx/digital_metrics.py). In the toolkit, measures such as Help Request Rate, User Sentiment Score, Resource Utilization Rate, and Service-Specific Metrics, enable you to make informed decisions by pinpointing specific issues and successes within different user groups or service areas. For instance, high Request Rates can directly signal areas where users need more support, allowing you to focus improvements where they are most needed. Similarly, you can leverage the User Sentiment Score tool to give you a detailed view of user emotions, which can guide enhancements in user interaction and service delivery. We encourage you to adopt these measures and metrics to understand your service’s impact, actively refine your strategies, and drive meaningful improvements in your digital offerings. + +We hope this work holds value for you and your agency. If you have questions or would like to learn more about this work, please reach out to the Analytics and Decision Support Division at [bia@gsa.gov](mailto:bia@gsa.gov).