Our blog 2018 | USAGov

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Call Center Listening Sessions: A Direct Path to the Voice of the Customer

A headset with a microphone resting on a wooden desk, next to a telephone with a small screen, set against a blurred office background.

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.

📅 March 22, 2018

Using 2017 Email Success to Springboard into 2018

A line graph showing a percentage trend over time, starting at 11.8% and rising to 31.4%, with key points at 13.5%, 14.4%, 18.0%, 16.7%, 17.2%, 24.2%, and 28.1%. The graph includes a target line at 20.0%, a median at 18.0%, and a standard deviation range from 0.0% to 30.0%.

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.

📅 March 15, 2018

5 Steps for Creating Keyword Labels for Better Search

A desk with two people writing, surrounded by a notebook, coffee cup, pens, and paperclips. The center features "KEYWORDS RESEARCH" in blue text with a red upward arrow, accompanied by icons like money, a globe, gears, and a checklist, symbolizing growth and strategy.

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.

📅 March 8, 2018

A Summary of FY18 Q1 Performance Metrics

A bar chart titled "Device Use, FY18Q1" comparing device usage on gobierno.usa.gov and usa.gov for FY18Q1. Gobierno.usa.gov shows 57% desktop, 39% mobile, and 4% tablet, while usa.gov shows 55% desktop, 39% mobile, and 6% tablet.

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.

📅 March 2, 2018

Facebook Live: How We Do It and What We Learned in Year One

Almost a year ago, we started broadcasting live on Facebook. In that time, we learned a lot about what works and what doesn’t. As a result, we hosted Facebook Live events that were better scripted, tackled more complex topics, and most importantly, were more engaging to our audience.

We decided to try Facebook Live because it presented an opportunity to learn and interact with our audience in real time. It was a way to put a human face on a web platform and fulfill our agency’s goal to serve the public.

📅 February 22, 2018