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XM Solution Guided Program

Government Web Experience

Gather insights to improve digital experience and access to government services quickly and with greater confidence.

Core Experience

Customer Experience

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XM Solution

Governments are modernizing services at an accelerated pace, making programs easier to access and use. But, agencies often struggle to prioritize digital improvements that will make the most impact on experience for everyone.

Government Web Experience optimizes customers’ digital journeys by identifying friction points and gathering the feedback you need to improve digital experiences, at scale. Built for government by government and CX experts, the solution includes expert-validated questions and dashboards that allow you to see and report on factors that drive your customer’s experience.

Read more about how Experience Management elevates government insights.

Start gathering digital insights today.

The Government Web Experience solution can be used to gather the feedback you need to:

  • Baseline key metrics for website performance, and integrate customer experience into a government’s ongoing performance management plan
  • Optimize website structure and content, making common digital journeys easier to locate and complete
  • Ensure website redesigns or consolidations are built to meet customer needs, and continuously monitor success
  • Prioritize improvements that will have the largest impact on customers and identify and close any experience gaps to build more equitable services

Outcomes Delivered

  • Improve customers’ ability to accomplish their objectives
  • Optimize digital self-service journeys
  • Direct improvements to what matters most
  • Easily report on key metrics
  • Reduce the number of cases or inquiries received by employees
  • Mitigate risk of website launches

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What You Get


Deploy more quickly and with the confidence that you’re gathering the right insights.

Access survey questions built for government, by government and customer experience experts to help benchmark, measure and improve overall website and post-transactional experience.

Get insight on:

  • Content Clarity
  • Service Friction Points
  • Program Equity
  • Other factors that drive customer experience


Access purpose-built dashboards for government to surface what matters most to customers with three pre-designed views to target the right information for the right people:

  • Executive Summary
  • Overall Site Experience
  • Transactional Experience

The Government Web Experience solution insights align with the Federal Office of Management and Budget (OMB) reporting requirements. Plus, when benchmarks are rolled out, you’ll get access.

Solution Details



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