During the Workday Federal Forum, GSA Administrator Robin Carnahan teased that the agency is working on an open-source tool called “Gov CX Analyzer,” which uses artificial intelligence features to see how individuals are interacting with government websites.

“This is a way to go from a few thousand people filling out a survey, to actually knowing and seeing how people are interacting with your site,” Carnahan said. “It just completely unlocks the potential to know how you can better serve your customers, where the friction points are and how you can improve it.” 

Carnahan pointed to the U.S. Web Design System — an open-source tool that is free for agencies to use — as a shared system and tool that “makes a huge difference.” 

Similar efforts include an announcement from the Office of Management and Budget last year that detailed an analytics tool to track customer experience performance across agency sites. OMB reported leveraging the GSA’s site scanner program to use performance indicators in the tracking of agencies’ site developments.

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