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Content on the USA.gov and GobiernoUSA.gov websites provides information on many different government benefits, services, and programs. We group the content into various taxonomy buckets to make it easier for people to find what they are looking for. But after listening to user feedback, we realized that content about different programs wasn’t always written in the same style and format, which made it hard for people to find what they were looking for across topics.

The process of searching for and bidding on federal government contracts is complicated, and last year our research revealed that it was an area the public needed help navigating.

In order to understand if certain pages and sections of our website effectively help customers complete their tasks, we run page-level and pop-up surveys that allow people to leave feedback and tell us what was helpful or what wasn’t.

We then analyze these comments to figure out how we can improve.

Recently we took a look at survey comments left by customers who had been accessing our housing section. Here’s what we found and the changes we made as a result.

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.