February 26, 2024

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Establishing a U.S. Customer-Focussed Digital Ecosystem

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The lifecycle of a digital product is typically more difficult to manage than that of a physical product because digital products do not occupy physical space. When people don’t see something every day, it’s easy for it to languish without sufficient support to remain compliant and useful.

Even if a team determines that it is time to sunsetting a digital product such as a website, they rarely have a plan for doing so in a compliant and responsible manner, reusing what is helpful and discarding what is not.

With this, the Enterprise Digital Experience team of the U.S. General Services Administration (GSA), an internal team seeking to improve customer experience across GSA’s online portfolio, developed a Digital Lifecycle Programme, which provides a roadmap and tools to assist GSA web teams in managing a website over its entire lifecycle.

The Digital Lifecycle Programme is a component of an ongoing enterprise-wide initiative to transform GSA’s digital properties into a user-friendly, customer-centric ecosystem that is accessible to both GSA workers and customers. This ecosystem consists of:

  • Establishing a Digital Council and Executive Board for the agency to provide supervision and direction;
  • Revising internal agency policies to define roles and responsibilities for digital property management;
  • Defining common measurements for web management best practices for senior leaders and
  • Developing accurate job descriptions for website managers and ensuring that their work is reflected in their performance plans.

The public has a right to transparent and accountable management of their digital assets, and the people who do web management work deserve credit for that work.

During the development of the Digital Lifecycle Programme, the GSA Enterprise Digital Experience team talked to many website teams and stakeholders about their digital management. They focused on people who didn’t have a background in technology or programming to find out how they deal with digital management and compliance issues.

Through these conversations, they learned that there are four times in a website’s life when its manager and team need help making decisions and understanding their compliance requirements. So, the Digital Lifecycle Programme was built around these four stages Proposal, Design and Launch, Management and Evaluation and Redesign or Decommission. The Digital Lifecycle Programme guides website managers through the rules and laws that federal websites must follow at each step.

The hardest part of making the programme was spacing out these requirements so that website managers only had to think about those that were important at that time. To do this, they worked closely with website managers and tested and retested these steps before launching it in beta, and they still test and change it.

Now, if a programme office thinks it needs a new website, the Proposal phase will help them figure out what they need to make that site work. They also set up a new way to get approval. Now, teams must present a business case to the Executive Board and get approval before they can move forward with development.

As they build the site, they use a short but thorough Design and Launch Checklist to remind them of what policies and laws they need to keep in mind before the site goes live. They can use the Management and Evaluation tools to keep the site compliant as they work on it.

The Redesign or Decommission tools will assist them in making an informed decision about whether the site should remain online or be sunsetted as it starts to lose its utility or the team that supports it changes. The tools also walk them through the sunsetting process.

The Digital Lifecycle Programme is and probably always will be a work in progress. Its success and relevance depend on the collaboration of the GSA website managers, digital pioneers, and federal clients.

It is proudly presented as a model to other federal agencies by the Enterprise Digital Experience team. They may lessen administrative responsibilities, remain in compliance with the law, and deliver outstanding customer experiences in GSA’s digital space—and remove outmoded, stale products and services—by considering sunset even as they develop and launch websites.

PARTNER

Qlik’s vision is a data-literate world, where everyone can use data and analytics to improve decision-making and solve their most challenging problems. A private company, Qlik offers real-time data integration and analytics solutions, powered by Qlik Cloud, to close the gaps between data, insights and action. By transforming data into Active Intelligence, businesses can drive better decisions, improve revenue and profitability, and optimize customer relationships. Qlik serves more than 38,000 active customers in over 100 countries.

PARTNER

CTC Global Singapore, a premier end-to-end IT solutions provider, is a fully owned subsidiary of ITOCHU Techno-Solutions Corporation (CTC) and ITOCHU Corporation.

Since 1972, CTC has established itself as one of the country’s top IT solutions providers. With 50 years of experience, headed by an experienced management team and staffed by over 200 qualified IT professionals, we support organizations with integrated IT solutions expertise in Autonomous IT, Cyber Security, Digital Transformation, Enterprise Cloud Infrastructure, Workplace Modernization and Professional Services.

Well-known for our strengths in system integration and consultation, CTC Global proves to be the preferred IT outsourcing destination for organizations all over Singapore today.

PARTNER

Planview has one mission: to build the future of connected work. Our solutions enable organizations to connect the business from ideas to impact, empowering companies to accelerate the achievement of what matters most. Planview’s full spectrum of Portfolio Management and Work Management solutions creates an organizational focus on the strategic outcomes that matter and empowers teams to deliver their best work, no matter how they work. The comprehensive Planview platform and enterprise success model enables customers to deliver innovative, competitive products, services, and customer experiences. Headquartered in Austin, Texas, with locations around the world, Planview has more than 1,300 employees supporting 4,500 customers and 2.6 million users worldwide. For more information, visit www.planview.com.

SUPPORTING ORGANISATION

SIRIM is a premier industrial research and technology organisation in Malaysia, wholly-owned by the Minister​ of Finance Incorporated. With over forty years of experience and expertise, SIRIM is mandated as the machinery for research and technology development, and the national champion of quality. SIRIM has always played a major role in the development of the country’s private sector. By tapping into our expertise and knowledge base, we focus on developing new technologies and improvements in the manufacturing, technology and services sectors. We nurture Small Medium Enterprises (SME) growth with solutions for technology penetration and upgrading, making it an ideal technology partner for SMEs.

PARTNER

HashiCorp provides infrastructure automation software for multi-cloud environments, enabling enterprises to unlock a common cloud operating model to provision, secure, connect, and run any application on any infrastructure. HashiCorp tools allow organizations to deliver applications faster by helping enterprises transition from manual processes and ITIL practices to self-service automation and DevOps practices. 

PARTNER

IBM is a leading global hybrid cloud and AI, and business services provider. We help clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Nearly 3,000 government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM’s hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently and securely. IBM’s breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and business services deliver open and flexible options to our clients. All of this is backed by IBM’s legendary commitment to trust, transparency, responsibility, inclusivity and service.

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