GSA Teases a New Open Source Tool for Federal CX Efforts

The General Services Administration (GSA) is making strides in improving how it gathers survey information and feedback, with a particular focus on enhancing the interaction with government websites. GSA Administrator Robin Carnahan announced during a recent event that the agency is developing an open-source tool named GOV CX Analyzer. This tool incorporates artificial intelligence to analyze how individuals engage with government websites.

Carnahan explained that the GOV CX Analyzer aims to transition from relying on a few thousand survey responses to gaining a comprehensive understanding of actual user interactions on government sites. The tool is designed to identify customer service pain points and opportunities for improvement. She also referenced the U.S. Web Design System as an example of a similar open-source tool that has significantly benefited government agencies by improving website usability and design.

This initiative is part of broader efforts across the government to enhance digital customer experiences, following the Office of Management and Budget’s announcement last year about an analytics tool to monitor customer experience performance across various agency websites.

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