Management of the General Services Administration’s digital presence

Purpose: 

This Order establishes responsibilities regarding the creation and enforcement of guidelines and procedures that apply to all public-facing websites and General Services Administration-operated digital services (inclusive of those whose only public page consists of a login screen).

Background: 

1. In April 2011, the White House issued “Executive Order 13571 – Streamlining Service Delivery and Improving Customer Service,” which stated “with advances in technology and service delivery systems in other sectors, the public’s expectations of the Government have continued to rise. The Government must keep pace with and even exceed those expectations.”
2. In May 2012, a Presidential Memorandum, “Building a 21st Century Digital Government,” was issued along with the “Digital Government Strategy” which included milestones each federal agency was responsible for achieving and a framework for the management of each agency’s digital web presence 
3. In August 2014, the White House released the U.S. Digital Services Playbook containing 13 key “plays” drawn from successful practices from the private sector and government to help agencies build effective digital services.
4. In July 2016, OMB updated OMB Circular A-130, Managing Information as a Strategic Resource, which emphasized delivering secure, world-class digital services.
5. In 2017, the Office of Strategic Communication published Guidelines for GSA’s Digital Presence, which provides guidance for managing websites and digital services in accordance with OMB guidance and related laws and policies.
6. In December 2018, Congress passed the 21st Century Integrated Digital Experience Act (21st Century IDEA), requiring government websites and digital services:
   1. Be accessible to individuals with disabilities.
   2. Have a consistent appearance.
   3. Be authoritative - not overlap with or duplicate any legacy websites.
   4. Contain a search function.
   5. Be provided through an industry standard secure connection.
   6. Be designed around user needs.
   7. Provide the option for a customized digital experience that allows users to complete digital transactions in an efficient and accurate manner.
   8. Be fully functional and usable on common mobile devices.
7. In 2020, OMB issued A-11 Section 280, which contains guidance on managing customer experience and measuring service delivery.
8. In December 2021, the White House issued the Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government (replaces Executive Order 13571).
9. In September 2023, OMB issued M-23-22 Delivering a Digital-First Public Experience which rescinded M-17-06, as well as the 2012 Digital Government Strategy. It also reinforced use of the U.S. Digital Services Playbook, established a Digital Experience Council under the Federal CIO Council, and also established the role of agency DX delivery leads.
10. In December 2023, OMB issued M-24-08 Strengthening Digital Accessibility and the Management of Section 508 of the Rehabilitation Act.
11. In August 2025, the White House issued Executive Order 14338—Improving Our Nation Through Better Design requiring:
    1. An America by Design initiative and a National Design Studio.
    2. A Chief Design Officer position.
    3. Consultation with the CDO on design initiatives.
    4. Consultation with the CDO to update the U.S. Web Design System.
    5. Improvements to both digital and physical experiences.

Applicability: 

This Order enforces compliance with federal and agency policies, laws, and regulations that govern digital activities such as Section 508 of the Rehabilitation Act of 1973 and OMB policies for Delivering a Digital-First Public Experience.

1. The provisions of this directive apply to the GSA’s Administrator’s Office, all GSA Services and Staff Offices and, as appropriate, contractors providing digital information and services.
2. The policies and procedures for implementing this Order are documented on the strategy, policy, and standards for digital platforms page.

Cancellation: 

GSA Order OSC 2140.2A, Management of GSA’s Digital Presence is canceled.

Summary of Changes: 

1. Removed references to the obsolete Digital Experience Executive Board and Digital Councils.
2. Added responsibilities for DX delivery co-leads. Their roles replace the coordination previously required to go through the obsolete board and council.
3. Removed the obsolete Office of Customer Experience and shifted its responsibilities (high-level oversight, customer experience, compliance, and strategic responsibility) to HSSOs.
4. Removed reference that stated: In June 2021, the White House issued Executive Order on Diversity, Equity, Inclusion, and Accessibility in the Federal Workforce, which established a government-wide initiative to advance diversity, equity, inclusion, and accessibility in all parts of the Federal workforce.
5. Website inventory management and strategic support functions (previously under OCE’s EDX team) are now handled by GSA offices and the DX delivery co-leads.