USA.gov Blog

Earlier this year, we shared a blog post about our methods for surveying our bilingual email subscribers. We wanted to learn more about our users, their needs and preferences, to serve them better.

For nearly 50 years, USAGov has been working to serve every person and every government agency. Our history has been full of change, and never static as we improve people’s lives by connecting them with the government services and information they need.

One of the 2018 goals for our email outreach efforts was to learn more about our audience. Though in the past we had performed different exercises to do so -- email-level data analysis, content testing, and persona development to name a few -- we decided nothing beats being able to ask questions directly to our subscribers.

USAGov and USAGov en Español offer a wide range of government information and services organized by topics to make it easy for people to find what they’re looking for. But navigating through different sections within our sites could be challenging and overwhelming for our visitors, especially first-time users.

The Emerging Leaders Program (ELP) at GSA is a two-year Pathways program for recent graduates to transition from college to a career in government. Each participant rotates through up to seven different offices within the agency, working closely with team members and learning about the work before being permanently placed. The program offers networking opportunities, in-depth trainings on technical and leadership skills, and previews a variety of career tracks.

The Contact Center team handles all calls, chats, and emails coming to USAGov from the general public, for help navigating government services and information. We provide a multi-channel shared service platform to serve those who have questions ranging from housing assistance to how to file taxes.

Every quarter, the Analytics team provides a summary of various performance metrics on our different channels. Here are overall trends from the first quarter (Q1) of FY18.

View the accessible version of the 2017 Top 5 Most Popular Search Topics in USA.gov infographic.

View the accessible version of the 2016 Top 5  Most Popular Search Topics in USA.gov infographic.

As part of USAGov’s efforts to provide our audience with the reliable and quality information that they need, this summer, the Health, Education & Benefits (HE&B) topic desk completed its first content audit.