USA.gov Blog

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.

USA.gov’s Analytics Success: using analytics data to inform design and responsivity to create a better experience for the user

A fortuitous twist of fate led a Global Communications major with a focus in Public Diplomacy to become the acting program manager for the Digital Analytics Program (DAP). Tim Lowden, learned early on that “life can’t be scripted and that nothing’s ever going to follow the exact path you set.”

As part of USAGov’s efforts to assess and improve Kids.gov, we reviewed a variety of metrics to get a clearer understanding of how visitors have been using the site. This data--in combination with the qualitative research--is helping to guide our recommendations for the website.

What do the people want? A simple question with no simple answer.

At USAGov, we’re taking a close look at Kids.gov -- a long-standing site focused on providing information and resources to parents, teachers, and kids. Our cross-functional team has joined forces to “reenvision” the site’s content and presentation to be sure that we’re doing our best to meet the needs of our current audience.