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Prepared for the Office of Management and Budget and the public by the General Services Administration, per the requirements of Section 3(d) of Public Law 115-336
Section 3(d) of the 21st Century Integrated Digital Experience Act (21st Century IDEA) requires the head of each Federal executive branch agency to report annually (through 2023) to the Director of the Office of Management and Budget (OMB) and the public on the agency’s progress to implement the requirements of the Act and to modernize its websites and digital services. This report details our efforts to modernize our websites and digital services in 2021.
GSA continues to build on the foundational work we began in 2019 and 2020. Major accomplishments focus on strengthening digital governance, and increasing internal collaboration to improve the digital experience for GSA customers.
One of the primary drivers behind 21st Century IDEA is to bring more consistency to the Federal digital space, and we are tackling this on several fronts:
Improving IT accessibility is a central theme for all our digital services, and we have taken several actions this year to advance our work in this space:
Strengthening our internal digital governance enables us to more effectively manage our digital presence and collaborate across agency business lines to improve digital experience.
Improving usability, security, and ease of access to our websites and digital services is key to improving customer trust.
We have identified two major challenges:
To address these challenges, we have embarked on enterprise change management efforts to garner support and encourage teams to approach their websites from a perspective of stewardship rather than ownership. We have begun interviewing teams to discover their specific concerns around content rationalization and website consolidation so we can address them. We are implementing our new Digital Lifecycle Program to standardize our enterprise business processes for launching, maintaining, and sunsetting a digital property. We have also begun actively engaging with more people across the GSA enterprise to enlist additional support for our web modernization efforts.
GSA has made progress in 2021 through greater employee engagement, improved internal governance, and slow but steady digital modernization. Next year provides an opportunity for even greater progress, as Congress provided substantial resources to the Federal Citizen Services Fund and the Technology Modernization Fund - which will bolster the achievement of the 21st Century IDEA Act’s objectives at GSA and across government. To enable us to continue this progress, GSA will need consistent and sustained funding for investments that can help to modernize digital services across government. Additionally, through our role as convener of the Federal Web Council, we recommend that agencies continue to reinforce the need to rationalize content and decommission lower-impact websites so we can focus resources on improving our most impactful websites and digital services.
GSA aims for excellence in digital service delivery and to spur innovation and lead positive change through collaboration with our agency partners.
/s/
____________________________
Robin Carnahan
Administrator
U.S. General Services Administration
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U.S. General Services Administration