Improving Delivery and Customer Satisfaction with Agile and DevSecOps
Federal Health and Civilian
Developing an Agile PMO to Improve Delivery and Customer Satisfaction
USAJOBS.gov is a Federal career portal providing a talent pipeline for over 500 Federal agencies and a multitude of smaller organizations. It has become the most recognized component of the Federal hiring program, with over 300,000 job postings, 17 million job applications, and 80 million visitors to the site over the last 12 months. The USAJOBS Program Management Office (PMO) provides the operation, maintenance, and support of the USAJOBS web platform.
In May 2010, USAJOBS began a complete system redesign to increase capacity of the website. After the initial release of the new site in 2011, poor performance led to dissatisfied users and a decline in the USAJOBS American Customer Satisfaction Index (ACSI). USAJOBS looked for assistance to help craft a new Concept of Operations that would ensure the site could better meet the needs of users.
USAJOBS chose to partner with Excella to enhance the site’s program and project management. Excella quickly identified opportunities to improve the PMO’s strategic planning, design, and stakeholder communications processes. Excella also worked closely with USAJOBS Agile teams to adopt automation throughout their DevSecOps development, delivery, and support processes.
Excella’s partnership with USAJOBS helped to dramatically enhance the site’s performance. These improvements allowed the site to be named one of Forbes Magazines “10 Best Websites for your Career” in 2013 and USAJOBS ASCI jumped to an all-time high in 2014.
A New and Improved USAJOBS
During their Agile transformation, the USAJOBS PMO established and matured a transparent approach to strategic planning and communications while championing innovative design techniques that focused on user needs. These top-down improvements enabled their DevSecOps teams to increase production delivery frequency of valuable new enhancements and features from twelve weeks to just four, leading to an all-time high American Consumer Satisfaction Index (ACSI) score and broad recognition for the website.