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VA Digital Strategy

Milestone 8.2


Milestone 8.2: Implement performance and customer satisfaction measuring tools on all .gov websites.

The purpose of Federal Digital Strategy Milestone 8.2 – implementation of web performance and customer satisfaction tools on all government websites – is to obtain objective performance analytics to improve the development and delivery of effective digital government services by all federal agencies.

In support of Milestone 8.2, the U.S. General Services Administration (GSA) has provided all federal agencies with an advanced Digital Analytics Program (DAP) tool, a customized version of Google Analytics Premium, to collect and analyze web performance data. The Digital Analytics Program is a hosted shared service provided by the Digital Services Innovation Center in GSA’s Office of Citizen Services and Innovative Technologies. The Department of Veterans Affairs (VA) has implemented the DAP tool on its primary and secondary domain websites and has begun a phased approach to implementing the tool on all VA external-facing websites. The participation of VA and other federal agencies in the Digital Analytics Program will enable aggregation of web performance data at the federal level and provide, for the first time, a government-wide view of how well we serve our customers. This government-wide perspective will also help address gaps or duplications of service, and improve the federal web space and the growing number of mobile services.

Web Performance Tools

VA is using the GSA-supplied Digital Analytics Program (DAP) on 85% of its primary and secondary domain websites.

Customer Satisfaction Tools

VA currently uses the customer satisfaction survey tool, Foresee, which benchmarks user responses against the American Customer Satisfaction Index ACSI. Foresee is used on VA primary and secondary domain websites to collect the baseline metrics outlined by GSA guidelines for customer satisfaction metrics.