Customer experience
Customer experience on GovFresh.
Thoughts
Every government needs a web bot policy
Build your bot policy now and work with your digital team or vendor to implement it.
By Luke Fretwell
Bot gov
Optimizing digital government for AI and other machines.
By Luke Fretwell
Government websites are dead. Long live government websites.
AI will expedite government services moving from aesthetic design to machine-readable data.
By Luke Fretwell
Code is digital experience (and law)
Great source code meets machine-readable web industry standards and best practices and – perhaps most important to some – adheres to the code of law.
By Luke Fretwell
Citizen DX: Government customer experience starts with data
Properly managing and delivering citizen data should be the U.S. government's first CX priority.
By Luke Fretwell
Virtuous civic circle
By adopting a simple public engagement framework, we can build a more inspired government, together.
By Luke Fretwell
Podcast
Government PDFs
The controversial file format beloved by government.
#12
How government can design a human-centered social safety net
The Government We Need talks with Amanda Renteria about getting public benefits to people in the digital age.
#7
Demos
Project ScanGov
Project ScanGov co-maintainer Luke Fretwell gives a demo of the latest updates.
Watch
ca.gov
State of California UX Design and Web Development Manager Artem Khomishen gives a demo of ca.gov.
Watch
Papers
California Alpha
How a short-term, experimental project scaled digital service innovation and impact across the State of California.
Briefs
New web accessibility law
A brief-ish explainer of the new web accessibility law for state and local governments.
Direct message
Amy Paige Kaminski
Author, catalyst, & champion for public engagement with space, science, & technology
Ryan Wold
Public servant
Rebecca Woodbury
Local gov content strategist
Research
Declaration for the Future of the Internet
GovFresh research notes on the Declaration for the Future of the Internet.
U.S. Web Design System
GovFresh research notes on the U.S. Web Design System.
Plain Language
GovFresh research notes on plain language.
21st Century Integrated Digital Experience Act
GovFresh research notes on the 21st Century Integrated Digital Experience Act.
Books
Good Services
How to Design Services that Work
By Lou Downe
Labs
ScanGov
Government digital experience monitor