U.S. GENERAL SERVICES ADMINISTRATION
TECHNOLOGY TRANSFORMATION SERVICES
Public Experience Portfolio
SERVICE TO THE CITIZEN AWARD WINNER
The beta.usa.gov product team in the Public Experience Portfolio of the TTS Office of Solutions launched updated versions of the USA.gov and USAGov en Español websites in April 2023. These enhancements aim to provide the public with quicker and more direct access to government information, resulting in an improved user experience. The team incorporated user data and insights to streamline the websites, addressing commonly asked questions and facilitating interactions with federal services.
By prioritizing people's needs and employing a multidisciplinary approach involving designers, product managers, and digital engineers, the team ensured a simple, seamless, and secure customer experience. Notable improvements include the ability to easily find and contact elected officials at the federal, state, and local levels, saving users significant time. The sites were developed using the GSA-led U.S. Web Design System, incorporating user-friendly features such as buttons, visual cues, and accessible content in both English and Spanish.
The USAGov team will continue to gather user feedback and data to further enhance the sites, introducing interactive tools and exploring voice technology for increased accessibility. These developments have a direct impact on the public, empowering them to access government information efficiently and engage with services effectively. In Fiscal Year 2022, USAGov was utilized over 105 million times through various channels, showcasing the significance and relevance of these achievements to the public.