User Adoption of Digital Public Services: Guide for Federal Agencies

What’s in it for you?

Across the United States, public sector organizations are undergoing a critical digital transformation driven by the growing need to maximize efficiency, deliver measurable outcomes, and elevate employee experience. At the heart of this evolution lies a core realization: modern tools only create impact when public servants can use them with confidence and clarity in their day-to-day work.

This whitepaper explores how Digital Adoption Platforms (DAPs) like Whatfix help federal agencies put employee experience at the center of transformation. By embedding real-time, role-specific support directly within applications, DAPs empower government teams to reduce friction, increase productivity, and navigate complex systems like ERP, HCM, and procurement platforms, without delays or escalations.

In this whitepaper, you will discover:

• Examine the EX challenges slowing digital adoption, from low digital fluency and fragmented training to inconsistent user support.
• Explore how poor user experience within internal systems leads to frustration, reduced performance, and underused technology investments.
• Present the business case for DAPs as strategic EX enablers driving user confidence, faster task completion, and higher system ROI.
• Highlight the capabilities of Whatfix including in-app guidance, simulation-based learning, and real-time analytics—that streamline onboarding and reduce IT dependence.
• Share real-world success stories from agencies like the U.S. Army, government permit offices, and public institutions in Australia that improved employee engagement and digital maturity.
• Offer actionable strategies for federal CIOs and program leaders to operationalize EX-focused transformation, accelerate user readiness, and deliver better citizen outcomes through empowered employees.