What we learned from this quarter's data:

In Q3, USAGov launched new iterations of USA.gov and USAGov en Español to make it easier for the public to find and access the government information it needs.

This quarter all the metrics increased or remained constant for both websites and the contact center. This is the first instance of this happening, a positive indicator for the new approach. Of note, USA.gov’s satisfaction score increased by .09, the largest quarterly increase for the metric.

The content design and structure of the new websites are based on human-centered design principles. The redesigned content features:

• shorter, more focused content
• one user intent per page
• fewer hyperlinks, but focused on the user needs

The websites also incorporate interactive tools that aggregate solutions from across government agencies and officials to provide personalized solutions.

USAGov content center’s agents also depend on the new content to answer calls and chats from the public. Before launching, USAGov conducted focus groups with the agents to assess their ability to find the relevant information and provide accurate information to customers.

USAGov will monitor quantitative and qualitative data to inform future changes and improvements.

Service details

What we learned from this quarter's data:

In Q2,USAGov saw minor shifts (less than 2% in magnitude) on our CX scores. With the exception of the contact center satisfaction score that increased by almost 1%, all other CX scores decreased by small margins.

Of note, on the websites we saw a surge of interest in passports and federal tax topics, given that Q2 overlaps with much of the tax filing season. In the contact center, social services and complaints were most popular, a consistent theme for callers.

We continued to conduct regular content maintenance and updates based on feedback from website visitors and contact center agents. However, the team was focused on building our new versions of USA.gov and USAgov en Español.

Contact center agents consistently used the USAGov knowledge base to answer more than 90% of inquiries. We’ve continued to reinforce this practice via training and reminders.

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What we learned from this quarter's data:

In Q1, USAGov saw minor shifts (less than 3% in magnitude) on our CX scores. With the exception of the contact center satisfaction score that decreased by 1%, all other CX scores remained the same as last quarter or increased slightly.

Of note, we saw a surge in interest in voting and election topics, given that election day happened during this quarter.

We continue to conduct regular content maintenance and updates, based on feedback from website visitors and our contact center agents. However, we remained focused on building our test sites, beta.USA.gov and beta USAgov en Español.

This quarter, the contact center consistently used the USAGov knowledge base to answer inquiries. We’ve continued to reinforce the training and best practices in daily reminders to agents.

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What we learned from this quarter's data:

In Q4, USAGov experienced minor shifts (less than 2% shift in magnitude) on our CX scores. The satisfaction on USA.gov en Español saw a minimal decrease across the satisfaction criteria, while both USA.gov and English calls in the contact center saw upward movement. These fluctuations are minimal, and don’t cause alarm for the team.

While we continued regular website maintenance, our efforts to improve customer experience for online customers were focused on the launch of our test sites, beta.USA.gov and beta USAgov en Español. All functional teams were focused on the content, design, and technology to make the sites available to the public. We did launch those sites at the end of FY22. We won’t begin capturing customer satisfaction metrics on these sites until they replace the primary versions of our websites.

In the contact center, training efforts from Q3 continued to yield positive results. In addition, the contractor added training to prepare call center agents for an increase in inquiries related to Medicare during the fall open enrollment period.

Service details

What we learned from this quarter's data:

In Q3, USAGov experienced minor shifts (2% or less) on our CX scores. Changes in both languages were both driven, at least in part, by traffic and use of our most popular pages on each site. For example, “where’s my refund” was the most popular search term for the quarter in English. USA.gov visitors’ expressed frustration about the length of time to get their refunds or that there was no information available from the regulating agency. This is emblematic of a general trend where some visitors don’t distinguish the USAGov platform from responsible agencies when they complete surveys.

We made efforts to impact customer experience across both channels this quarter. USAGov consistently verified the accuracy and timeliness of the content. This included regular content reviews, but also ad hoc updates due to policy changes or new inquiries from the public. This quarter, those updates focused on international travel issues. In addition, the contact center implemented a two pronged approach to improve CX. Based on an analysis of calls, they’ve identified low hanging training opportunities for agents that can improve the quality of calls and chats. They have also revamped hiring requirements to emphasize the need for research capabilities, with the expectation that it will improve multiple aspects of customer experience. These initiatives will remain in place for the next quarter.

Service details

What we learned from this quarter's data:

As a newly designated HISP, Q2 is our first time reporting CX data. People come to USAGov for answers across the entire spectrum of government services and tasks. However, the platform experiences usage spikes related to seasonal top tasks and current events. This quarter USAGov responded to the elevated interest in tax returns, international travel, and military/international conflicts (driven by the Ukraine/Russian conflict). USAGov’s Q2 metrics reflect that users were able to find trustworthy answers to these timely questions and evergreen topics. In addition, the score for the employee component reflects our contact center staff’s dedication to providing accurate information. It should be noted that USAGov doesn’t currently deliver government services on our channels, so users can’t accomplish tasks with us. We understand that as a challenge for visitors, and may impact their satisfaction with the platform.

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