“Program offices at the Health and Human Services Department will be getting graded on the accessibility and user-friendly state of their websites with a new customer experience score to be rolled out this year.”
“HHS digital leads have been working to update the department’s digital strategy since this summer, and the CX scale was proposed as part of that effort, Christen Geiler, HHS program analyst and digital transformation specialist, told Nextgov.”
“’We want to make sure that we can measure and show everyone’s progress,’ Geiler said. ‘To capture that and see, you know, ‘Site A’ has got tremendous success but ‘Site B’ might be struggling. ‘Site A’ might be a great resource for lessons-learned and possibly templates, best practices—all that information could be shared across the entire department.’”
“Geiler said the idea for a CX scorecard came about with the creation of the HHS Digital Strategy in 2017. The current iteration of that plan only carries through fiscal 2020. So, as Geiler and others got to work this summer updating the plan, they looked to established data sources—like the General Services Administration’s Data Analytics Program, or DAP, which pulls analytics from any government website the code is included on—and established metrics like those in the 21st Century Integrated Digital Experience Act, or IDEA Act…” Read the full article here.
Source: HHS Websites Will Get Customer Experience Scores in 2021 – By Aaron Boyd, January 5, 2021. Nextgov.