As I’ve mentioned in my stories and articles before, digital is now the default way the public interact with their governments. So, let’s be real here: in this day and age, people expect seamless online experiences akin to what they get on their go-to apps or websites. And why shouldn’t they? This isn’t just about convenience; it’s about making government services more accessible and user-friendly for everyone.
With that in mind, the White House published Delivering a Digital-First Public Experience policy guidance back in 2023, which sets out what it calls “the pillars of government-wide digital experience.”
But what does this mean for citizens in 2024? What does this framework entail?
Many US government agencies still rely on paper
It’s true that despite advancements in technology, many US government agencies continue to rely on traditional paper-based processes. This reliance on paper for government forms and services creates significant challenges for both the public and the federal workforce:
- Only 2% of Federal Government forms to date have been digitized. This means that most forms are not dynamic online forms but merely fillable PDFs, which don’t offer the same level of convenience and efficiency as fully digital and interactive forms.
- The public collectively spends over 10.5 billion hours each year completing government paperwork. This enormous time investment could be significantly reduced.
- Due to complicated or outdated processes, about $140 billion in potential government benefits goes unclaimed each year.
What’s more, federal websites and digital services aren’t meeting the public’s needs and expectations:
- 45% of Federal websites are NOT mobile-friendly
- 60% of those websites have a possible accessibility issue
- 80% of those websites do not use US Web Design System code
- What’s more – there are 161 million individual tax filers each year and 19 million individual IRS online account
- There are 66 million Social Security beneficiaries, among those 3 million people who use gov’s online replacement card service each year.
So, as you can see, there are hundreds of millions of citizens who can benefit from a unified approach to digital public services.
The policy guidance named “The pillars of Government-wide digital experience”
The policy guidance titled “The Pillars of Government-Wide Digital Experience” outlines a digital framework that establishes guidelines for federal agencies.
It focuses on enhancing how websites are created, developed, and provided, aiming to upgrade digital services in seven important areas: analytics, accessibility, brand, content, design, search, and digitization.
Obviously, this new policy guidance aims to guarantee that the government offers information that’s not only easy to access and use but also reliable AND available to everyone.
The goal is to make government services more accessible and dependable for everyone who needs them.
There are several areas that will improve the US federal government’s digital experience.
- Federal websites and digital services will have a unified and recognizable appearance. This will help users easily identify when they’re interacting with official government information or services online.
- Government information published online will be presented in plain, easy-to-understand language (no technical language). It will also be optimized to appear more prominently in search results, making it simpler for people to find what they need.
- Websites and digital services will be designed to work seamlessly with assistive technologies. This ensures that everyone (and I mean – EVERYONE), regardless of their abilities, can access and use these services without any barriers.
- Government websites and digital services will be created to function well on various screen sizes and devices, including mobile phones. This ensures a better user experience for people accessing these services on smartphones or tablets.
- The US government aims to provide multiple ways for citizens to interact with them. This includes online channels as well as traditional methods like phone calls or mail. The goal is to meet individuals where they are and make government services accessible through various means according to individual preferences.
Final thoughts: The importance of a framework
I believe that many US government agencies are on a journey to update their digital systems, but some are just starting out. With the new policy guidance, the federal government can track how each agency is doing in this modernization process.
This way, they can invest in the right places to help them improve their digital services. They can also get rid of old websites and systems that aren’t useful anymore. This helps the government use taxpayer money wisely and create a government that’s safe and helpful for everyone.
Sources:
https://www.ssa.gov/news/press/factsheets/basicfact-alt.pdf
