From filing taxes to applying for health benefits, citizens turn to government websites for a diverse range of government services. Delivering those services in a way that creates a positive experience for users is a goal reflected in recent legislation and guidance – and the President’s Management Agenda.
As agencies pursue the goal, they are realizing that digital transformation is both an art and a science. Getting the best results requires an integrated approach and an appreciation for user - entered design and qualitative measurement.
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