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Touchpoints is a web application specifically designed to support Customer Experience (CX) initiatives across the federal government. It simplifies the process of collecting and reporting customer feedback. Touchpoints is a shared service run by the GSA’s Federal Acquisition Service (FAS) Technology Transformation Services (TTS) as part of the Web Tools Portfolio within the Platforms & Services division.
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Enhance customer engagement: we aim to improve responsiveness to our customer needs.
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Improve data collection: we want to understand how our customers use the data collected from Touchpoints to enhance their services.
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Strengthen digital analytics: we're collaborating with the digital analytics program to track more detailed analytics effectively.
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Touchpoint's Updates and Announcements
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Technical Reference for Touchpoints users
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Policy and feedback processes for for Touchpoints users
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Technical Reference for Developers who contribute
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Touchpoints Product Documentation Touchpoints product docs are loosely based on what our team calls
The Product Cycle. The Product Cycle embraces living documentation and the concept of blueprints as a shared artifacts to discuss and document product decisions.Concept Inventory and Data Model
Lightweight design sketches
Pixel-level design, on-brand, with interactions
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Working Software:
In practice, to gauge whether these artifacts are valuable, ask:
- Do they facilitate higher order conversations?
- Do they allow for the capturing of product thought? (from broad-vision, to detailed product copy change)
- Does it serve as a map? providing context AND driving action?
- Are they easy to update?
Your feedback is incredibly important to us. We're committed to improving Touchpoints based on what our customers need. We're eager to learn how you're utilizing the data from Touchpoints to enhance your services. Your input is valuable to us, so please don't hesitate to reach out.
Email us: [email protected]