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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.

Each month, our team offers what we named Call Center Listening Sessions. These sessions are part of USAGov’s broader program efforts to constantly improve how we interact with our ultimate customers: the public.

Email is an easy, time-saving way for us to connect the public with government information and services. We strive to provide clear information about relevant topics to our more than 850,000 subscribers, in hopes that our emails will stand out in inboxes overflowing with news alerts and sales offers.

A core component of the USAGov content team’s job is to make sure the public can find what it’s looking for on our site. One of the main ways we do that is by researching to zero in on the keywords people are using when they search for a topic. Then we incorporate those keywords into our page titles and content summaries.

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.

Web Metrics

Overall Traffic

October and November 2017 could not compete with the presidential election highs of the same time last year. However, traffic in December 2017 was 19% higher on USA.gov and 3% higher on Gobierno.USA.gov as compared to December 2016.