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Guidelines for Improving Digital Services

The Digital Services Advisory Group and the Federal Web Managers Council have developed the following guidelines to meet the 6.1 milestone of the Digital Government Strategy. These recommendations apply to all digital services, including Web, mobile, apps, APIs, and online forms.

Guidelines

Guideline 1:

Digital Strategy

Integrate your digital presence into your agency’s overall business, communications, and customer experience strategy
Guideline 2:

Governance, Policies, and Standards

Establish a digital governance structure to provide accountability and enforce policies and standards
Guideline 3:

Cross-Agency Collaboration and Shared Services and Tools

Leverage existing infrastructure, shared tools, best practices, and communities of practice, and coordinate within and across agencies to create efficiency and reduce duplication
Guideline 4:

Technical Considerations

Use the most recent and up-to-date technical standards to deliver a better customer experience
Guideline 5:

Content Quality

Ensure digital content is accurate, relevant, easy-to-use, and conveyed in plain language
Guideline 6:

Open, Sharable Content

Publish information in ways that make it easy to find, access, share, distribute, and re-purpose
Guideline 7:

Usability and Accessibility

Ensure that digital services are easy to use and accessible, including for people with disabilities and those who aren’t proficient in English
Guideline 8:

Privacy and Security

Minimize risks associated with privacy and security
Guideline 9:

User Feedback

Collect and address customer feedback
Guideline 10:

Evaluation

Regularly evaluate all digital products for performance and cost effectiveness
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