GSA Administrator Teases Improvements to Survey Information and Feedback Forms

The General Services Administration (GSA) is making strides in improving the way it collects feedback and survey information from the public. At the recent Workday Federal Forum, GSA Administrator Robin Carnahan shared exciting updates on the agency’s efforts to enhance customer experience through innovative tools and technology.

One of the key initiatives mentioned by Carnahan is the development of an open-source tool called “Gov CX Analyzer.” This tool utilizes artificial intelligence features to analyze how individuals interact with government websites, providing valuable insights into user behavior and preferences. By moving beyond traditional survey methods, the Gov CX Analyzer allows agencies to better understand their customers, identify pain points, and make informed decisions to improve service delivery.

Carnahan also highlighted the success of the U.S. Web Design System, an open-source tool that is available for agencies to use free of charge. This shared system and tool have proven to be instrumental in enhancing the user experience across government websites, showcasing the power of collaboration and innovation in driving positive change.

In addition to GSA’s efforts, the Office of Management and Budget (OMB) has also taken steps to improve customer experience across agency sites. Last year, OMB announced the development of an analytics tool to track CX performance, leveraging the GSA’s site scanner program to monitor agencies’ site developments and performance indicators.

These initiatives underscore the government’s commitment to enhancing customer experience and leveraging technology to better serve the public. By embracing innovative tools and collaborative approaches, agencies can continue to drive improvements in service delivery and ensure a seamless online experience for all users.

As the GSA and other federal agencies continue to prioritize customer experience and digital transformation, we can expect to see more advancements in technology and tools that enhance the way government interacts with the public. Stay tuned for more updates on these exciting developments in the world of federal IT.