U.S. GENERAL SERVICES ADMINISTRATION
OFFICE OF CUSTOMER EXPERIENCE
Service Design Program
SERVICE TO THE CITIZEN AWARD WINNER
ANA MONROE FITZNER
Service Design Program Manager
Organizational Development Consultant
President Biden's Executive Order 13985 emphasized the responsibility of the federal government to advance equity and equal opportunity. The General Services Administration (GSA), in line with this directive, had been working on enhancing digital experience since 2018 when the 21st Century Integrated Digital Experience Act (IDEA) was passed. The GSA's Enterprise Digital Experience (EDX) team took on the challenge of improving digital governance and streamlining processes to meet the administration's priorities.
Over the course of two years, the EDX team implemented enterprise-level governance structures, including the Digital Experience Executive Board and Digital Council. They defined criteria for public-facing websites and developed evaluation tools, resulting in improved compliance and value assessment. The team conducted evaluations for a majority of GSA's websites, introduced a Digital Lifecycle Program, and clarified responsibilities for website managers.
These achievements have significant benefits for the public. Website managers now have clearer guidelines and can easily assess compliance. Each public-facing website has an accountable person overseeing its management, ensuring efficient processes from creation to sunset. These improvements enhance the digital experience for both web managers and users, promoting customer satisfaction and accessibility. The EDX team's work aligns with the administration's equity goals and drives continuous improvement, ensuring a holistic digital experience that supports the public and agency mission.