The Public Expertise (PX) Portfolio was busy this previous yr growing higher methods to serve company companions and join folks with their authorities.
We requested our groups to share the work they had been most pleased with in 2024:
“This previous yr, the PX Contact Heart supported the Division of State throughout vital crises all through the world, together with Lebanon and Syria. The group swiftly established and optimized communication traces to supply well timed help to these impacted. Whether or not coordinating updates to IVR messages for callers or standing up 24/7 hotlines and seamless workflows below pressing circumstances, the contact heart performed a pivotal position in delivering environment friendly, empathetic service.” – PX Contact Heart
“2024 was a giant yr for serving to folks discover the federal government advantages they want. Following an intensive audit by our group of the previous DOL web site Advantages.gov, we created a streamlined expertise on our USAGov websites to attach the general public with the advantages they want. By means of person expertise analysis and value testing, we enhanced our profit finder software, making it simpler for customers to filter by matter or reply just a few questions to search out vital advantages they could be eligible for. Decommissioning Advantages.gov and transitioning into our web sites saved taxpayers not less than $4.4 million in company contributions for the operation of Advantages.gov.” – Profit Finder and Advantages.gov Transition Staff
“We saved folks related with vital info earlier than, throughout, and after Hurricanes Helene and Milton. We despatched and amplified tons of of messages to our over 2 million subscribers and followers on social media together with key security and life-saving messaging from dozens of company companions. The messaging, together with greater than 540,000 visits to the USAGov hurricane-related pages in September and October, confirmed we engaged folks with the knowledge they wanted exactly after they wanted it.” – Outreach and Content material
“Search.gov launched a brand new faceted search characteristic in beta and continued to supply a service to authorities companies, saving cash on their very own search wants.” – Search.gov
“We empowered folks to acknowledge a rip-off and to know the best way to report it. Utilizing customer information and person exams, we rebuilt our the place to report a rip-off wizard, including step-by-step info to assist folks confidently get up for themselves and get the federal government help they should battle scammers. The software aggregates info from throughout the federal government in a single interactive house for folks to take action–principles which might be on the core of what USAGov does.” – USAGov
“We made some modifications to the again finish of USA.gov that made a giant distinction for customers. For instance, we added the USPS API to validate a person’s handle within the contact your elected officers software. The USPS API lets us inform the person if the handle they entered is not legitimate and permits them to replace it to get the correct, personalised info they want as a substitute of going into an error loop. This protects them time and frustration, and offers us a chance to experiment much more with APIs in 2025.” – Engineering
“This yr we elevated our give attention to serving folks from the incapacity neighborhood. We recruited individuals who use assistive know-how to navigate authorities info on-line to participate in interview research. The analysis confirmed that display reader navigation requires clear web site labeling, that movies and content material that strikes or refreshes hinder accessibility, and that utilizing ARIA areas in coding helps folks with assistive applied sciences perceive the totally different components of a web site. This analysis and ensuing web site modifications boosted our accessibility rating to 96.1%. That exceeds the federal government accessibility benchmark by greater than 8 factors.” – Consumer Expertise and Accessibility
Maintain following to see how we’re constructing on 2024’s accomplishments to serve companies and other people across the nation in 2025!
