Full Title: Web.gov: Observations About, Strategies Relating To, and Lessons Learned from the US Digital Government Strategy (and how they apply to the Broader UX Community) Short Description: The Obama Administration’s 2012 Digital Government Strategy set a high bar for Federal websites, calling for the creation of “information-centric” and “customer-centric” sites and mandating “citizen-engagement.” This presentation provides an overview of the Digital Government Strategy, discusses how it came into being, and provides specific examples of recent and ongoing work in support of the strategy from a number of federal agencies. It also considers how user experience (UX) professionals can advocate for the Digital Government Strategy and how they can put its tenants to work to better serve their clients (Federal or otherwise) and, most important, the digital content users.

1. Web.gov: Observations About, Strategies Relating To, and
Lessons Learned from the US Digital Government Strategy
(and how they apply to the Broader UX Community)
Wednesday, July 10, 2013, 11:00am – 12:00 pm
Jeffrey Ryan Pass
#uxpa2013 | #webdotgov | @jeffpass | @aquilent
Image: UXPA International 2013

4. 01/21/2009: Obama Day One
Transparency and Open (EOP)
Government Executive Memo (EOP)
Administration is commitment to “creating an
unprecedented level of openness in
Government (…) to ensure the public trust and
establish a system of transparency, public
participation, and collaboration.”
Government should be…
• Transparent
• Participatory
• Collaborative
http://www.whitehouse.gov/the_press_office/TransparencyandOpen
Government/
From Progress to Engagement
Image adapted from : Shepard Fairey

6. 12/08/2009: Open Government
Open Government Directive (OMB)
Open Government Plan (OMB)
US Government will:
1. Publish information online
2. Improve the quality of information
3. Develop a culture of Open Government
4. Create a framework for Open Government
Outputs:
• Open Government Plan
• Agency Scorecard
• Open Government Blog
• Open Innovator’s Toolkit
• 09/20/2011 Open Government Partnership
National Action Plan for the United States of America
http://www.whitehouse.gov/open/documents/open-government-directive
http://www.whitehouse.gov/open/around
http://www.whitehouse.gov/open/blog
http://www.whitehouse.gov/open/toolkit
OMB Seal and OpenGov Logo

9. 09/28/2010: IPv6
http://www.whitehouse.gov/sites/default/files/omb/assets/egov_docs/transition-to-ipv6.pdf
Transition to Internet Protocol version 6
(IPv6) Memorandum (CIO)
Goals to:
• Modernize data transfer protocols
• Enable Cloud, Broadband, and SmartGrid
• Reduce complexity and increase transparency
• Secure future Federal IT systems
• Enable efficiencies and accommodate expansion
Agencies shall:
• Upgrade servers, services, and applications to IPv6
• Designate IPv6 Transition Managers
• Procure IT that meets FAR requirements
CIO Council Seal and
IPv6 Launch Logo

12. 02/08/2011: To the Cloud
http://www.whitehouse.gov/sites/default/files/omb/assets/egov_docs/federal-cloud-computing-strategy.pdf
Federal Cloud Computing Strategy (CIO)
Provided a decision framework for cloud migration:
• Selecting services to move
• Provisioning services effectively
• Managing services rather than assets
Catalyzed Cloud adoption:
• Leveraging cloud computing accelerators
• Ensuring secure, trustworthy environment
• Streamlining procurement processes
• Establishing cloud computing standards
• Recognizing international dimensions
• Laying governance foundation
Federal Cloud Computing
Strategy Cover

14. 04/2011: GOV.UK
• http://digital.cabinetoffice.gov.uk/
• http://lanyrd.com/2013/iasummit/sccpfq/
• http://publications.cabinetoffice.gov.uk/digital/efficiency/
• http://www.dandad.org/awards/professional
• http://designmuseum.org/media/item/81723/6015/Overal-Winner-announcement.pdf
UK Digital Government Service (Cabinet Office)
One year jump on the US Digital Government Strategy. Since April 2011 has:
• Consolidated all central government departments, 10 Downing, and all embassies
• Consolidated/eliminated more than 1,700 websites
• Saved a projected £1.4 billion to £2.2 billion annually
• Won major awards
Image: GOV.UK

15. 04/2011: GOV.UK (continued)
• http://www.flickr.com/photos/benterrett/7041509709/
• https://www.gov.uk/designprinciples
Established Digital Principles
• Digital by default
• Putting users first
• Learning from the journey
• Building a network of trust
• Moving barriers aside
• Creating an environment for
technology leaders to flourish
• Don't do everything yourself
(you can't)
Established Design Principles
• Start with needs*
(*user needs not government needs)
• Do less
• Design with data
• Do the hard work to make it simple
• Iterate. Then iterate again.
• Build for inclusion
• Understand context
• Build digital services, not websites
• Be consistent, not uniform
• Make things open: it makes things
better
And UK is not alone: Australia, Belgium, Chile,
Germany, Malaysia, New Zealand, Singapore, etc.
Image: GOV.UK

17. 05/23/2012: Digital Government
The Digital Government Strategy (EOP)
including:
• Directive/Executive Memorandum: Building
a 21st Century Digital Government (EOP)
• Roadmap for Digital Government (EOP)
• Digital Government Strategy (EOP)
http://www.whitehouse.gov/sites/default/files/uploads/2012digital_mem_rel.pdf
http://www.whitehouse.gov/blog/2012/05/23/roadmap-digital-government
http://www.whitehouse.gov/sites/default/files/omb/egov/digital-government/digital-government.html
Federal Digital Strategy Cover
(Left: Obama signature)

18. 05/23/2012: Digital Government (continued)
Introduced by the Federal CIO and CTO:
• “Federal Government must be able to deliver
information and services to the American people
anytime, anywhere and on any platform or device”
• Four over-arching principles
• 1, 3, 6, and 12 month milestones
https://cio.gov/building-a-21st-century-government/digital-strategy/
http://fedscoop.com/u-s-cto-cio-release-federal-government-digital-strategy/
Federal CIO, Steven VanRoekel
Federal CTO, Todd Park
Image: govloop

19. Principle Addressed Through
1 – “Information-Centric” Content Syndication
Data via APIs
Taxonomy/Metadata
2 – “Shared Platform” Agency Governance
Agency Inventory
Evaluate GSA vehicles
Shared CMS / Open Source
3 – “Customer-Centric” Modern UX
Site/content consolidation
SEO
Mobile
Measure satisfaction
4 – “Security and Privacy” FISMA compliance
Data security
Personal Information Privacy
05/23/2012: Four Digital Govt. Principles

21. Milestone Principle Party Status
3.1 Digital Services Innovation Center
(http://gsablogs.gsa.gov/dsic)
Shared
Platform
GSA
3.2 Digital Services Advisory Group
(http://www.whitehouse.gov/digitalgov/advisory-group)
Shared
Platform
OMB
Federal CIO Council
6/21/2012: 1-Month Milestones
Completed In Progress Icons: One Bit by Icojam

23. Milestone Principle Party Status
2.1 Two High-Value Data/Content Services for APIs
(http://gsablogs.gsa.gov/dsic/agency-digital-strategy-pages/)
Information-
Centric
Agencies
3.3 Government-wide Bring-Your-Own-Device (BYOD)
Guidance
(http://www.whitehouse.gov/digitalgov/bring-your-own-device and
https://cio.gov/wp-content/uploads/downloads/2012/09/byod-
toolkit.pdf)
Shared
Platform
Advisory Group,
Federal CIO Council
4.1 Governance Guidelines
(http://www.whitehouse.gov/digitalgov/digital-services-governance-
recommendations and https://cio.gov/wp-
content/uploads/downloads/2012/09/digital-services-governance-
recommendations.pdf)
Shared
Platform
Advisory Group
7.1 Two Customer-Facing Services to Optimize for Mobile
(http://gsablogs.gsa.gov/dsic/agency-digital-strategy-pages/)
Customer-
Centric
Agencies
8.1 Tools/Guidance for Measuring Performance and
Satisfaction
(www.howto.gov/digital-metrics)
Customer-
Centric
Innovation Center
10.1 Report on Mobile Technology Including
Standards/Guidelines Application to Devices/Platforms
(http://crsc.nist.gov)
Security and
Privacy
NIST
08/23/2012: 3-Month Milestones
Completed In Progress Icons: One Bit by Icojam

25. Milestone Principle Party Status
1.1 Open Data, Content, and Web API Policy, Standards,
and Best Practices for Interoperability
(Open Data Policy and Executive Order on Open Data)
Information-
Centric
OMB
3.4 Shared and Open CMS Solutions
(http://sites.usa.gov)
Shared
Platform
Innovation Center
3.5 Support to Help Agencies Develop Web APIs
(http://www.howto.gov/mobile/apis-in-government)
Shared
Platform
Innovation Center
4.2 Structure for Developing/Delivering Digital Services
(http://gsablogs.gsa.gov/dsic/strategy-milestones/agency-digital-
strategy-pages)
Shared
Platform
Agencies
5.1 Contract Vehicle for Mobile Devices/Wireless Service
(http://www.gsa.gov/portal/category/100931)
Shared
Platform
GSA
5.2 Inventory of Mobile Devices/Wireless Services
(http://gsablogs.gsa.gov/dsic/strategy-milestones/agency-digital-
strategy-pages)
Shared
Platform
Agencies
11/23/2012: 6-Month Milestones
Completed In Progress Icons: One Bit by Icojam

26. Milestone Principle Party Status
6.1 Guidelines for Improving Digital Services and
Customer Service
(http://www.howto.gov/customer-service/digital-government-strategy-
agency-milestones/improve-digital-services)
Customer-
Centric
Advisory Group,
Federal Web
Managers Council
6.2 Update Dot Gov Domain Guidance and Procedures
(http://www.gsa.gov/portal/content/100372)
Customer-
Centric
GSA
8.2 Implement Performance and Customer Satisfaction
Measuring Tools
(Deadline extended to 1/23/2013)
(http://www.gsa.gov/portal/content/100372)
Customer-
Centric
Agencies
10.2 Evaluate Opportunities to Accelerate Secure
Adoption of Mobile Technologies at Reduced Cost
(http://1.usa.gov/W3TW6h)
Security and
Privacy
Advisory Group,
Federal CIO Council
10.3 Guidelines for Standardized Implementation of
Digital Privacy Controls including Agency
Education/Training
(http://1.usa.gov/VB9M5T)
Security and
Privacy
Federal CIO Council,
NIST, NARA
11/23/2012: 6-Month Milestones (continued)
Completed In Progress Icons: One Bit by Icojam

29. Milestone Principle Party Status
1.2 All New IT Systems Follow Open Data, Content, and
Web API Policies; Launch Agency Developer Pages
(http://gsablogs.gsa.gov/dsic/strategy-milestones/agency-digital-
strategy-pages/)
Information-
Centric
Agencies
2.2 Hake Two Plus High-Value Data Systems Available
Through Web APIs
(http://www.data.gov/developers/page/developer-resources)
Information-
Centric
Agencies
2.3 Expand Data.gov to Include API Catalog
(http://www.data.gov/blog/datagov-launches-new-catalog-and-apis)
Information-
Centric
GSA
3.6 Shared Mobile App Development Program
(http://gsablogs.gsa.gov/dsic/get-it-done/mobile-application-
development-program/)
Shared
Platform
Innovation Center,
Federal CIO Council
5.3 Evaluate Contract Vehicles for New Mobile-Related
Procurements
(http://www.gsa.gov/portal/category/100931)
Shared
Platform
Agencies
05/23/2013: 12-Month Milestones
Completed In Progress Icons: One Bit by Icojam

30. Milestone Principle Party Status
5.4 Models for Delivery of Commercial Mobile
Applications into Federal Environment
(https://cio.gov/wp-content/uploads/downloads/2013/05/Commercial-
Mobile-Application-Adoption-DGS-Milestone-5.4.pdf)
Shared
Platform
Advisory Group,
Federal CIO Council
5.5 Government-Wide Mobile Device Management
Platform
(http://www.gsa.gov/portal/content/159903)
Shared
Platform
GSA
6.3 All New Digital Services Follow Digital Services and
Customer Experience Improvement Guidelines
(http://gsablogs.gsa.gov/dsic/strategy-milestones/agency-digital-
strategy-pages/)
Customer-
Centric
Agencies
7.2 Optimize Two Plus Public-Facing Services for Mobile
(http://www.whitehouse.gov/digitalgov/mobile)
Customer-
Centric
Agencies
9.1 Mobile and Wireless Security Baseline
(https://cio.gov/creating-a-foundation-for-mobile-security/)
Security and
Privacy
DHS, DOD, NIST
05/23/2013: 12-Month Milestones (continued)
Completed In Progress Icons: One Bit by Icojam

31. 05/09/2013: Open Data
Order: Open and Machine Readable the New Default (EOP)
Open Data Policy (EOP)
https://cio.gov/president-obama-signs-executive-order-on-open-data/
• Data collection/creation must support
processing and dissemination
• Build systems to support
interoperability and accessibility
• Strengthen data management and
release practices
• Secure data, privacy, and confidentiality
• Incorporate new interoperability and
openness requirements
Open Data Day Logo
Image: ckan.org

33. Thanks!
Jeffrey Ryan Pass
Lead User Experience Consultant
Aquilent, Inc.
W: www.Aquilent.com
P: 301.939.1522
E: jeff.pass@aquilent.com
This slide deck will be available on Lanyrd under UXPA 2013:
http://lanyrd.com/2013/uxpa/scktpm/