The 21st Century Integrated Digital Experience Act (IDEA) Market Report
MARCH 28, 2022
As we’ve crossed the two-year mark of living, adapting, working, and navigating the global pandemic, one of the most noticeable and accelerated changes is our ability, willingness, and preference for digital-first customer service. Now nothing will quite replace experiencing things firsthand, like attending a baseball game at your favorite ballpark, hopping on a plane for a weekend getaway at the beach, or camping in a national park, but when it comes to the experience for services and benefits we receive from our government like renewing your passport, applying for a student loan, or filing your taxes—an easy, quick, and seamless digital experience is what we expect.
For the better part of this century, our government has recognized the critical importance of delivering more effective, efficient, and personal digital experiences for citizens. From the E-Gov Act in the early 2000s to the Digital Government Initiatives in the early 2010s, the 21st Century IDEA Act in 2018, and the current Presidential Management Agenda priority for “delivering excellent, equitable, and secure federal services and customer experiences,” there’s ample recognition that digital government services are critical for serving citizens.
And while there has been an increased focus (and investment) in improving citizen experiences with government services, unfortunately, the aggregate customer satisfaction score ranks last in the annual American Customer Satisfaction Index. Furthermore, between 2020 and 2021 the gap declined further with the government’s score dropping another 1.9 percent—more than double that of any other sector.
This gap in customer service and digital experience delivery across government agencies is not new and there are executive orders, agency directives, newly formed teams like the U.S. Digital Service, 18F, that are focused on improving upon citizens’ experiences with government services.
In December 2018, the government passed the 21st Century Integrated Digital Experience Act (IDEA Act) that made it a law for executive federal government agencies to create digital experiences that:
- Modernize websites
- Digitize services and forms
- Accelerate the use of e-signatures
- Improve customer experience
- Standardize and transition to centralized shared services

Specifically around websites, government agencies must have (or be working toward) websites with the following requirements:


The IDEA Act requires executive agencies to report their progress in implementing the website modernization requirements. Each agency that maintains a public website or digital service must report to:
- Congress on those websites and services, including the cost and schedule of modernization, and
- OMB and the public annually (for the next 5 years) on the agency’s progress in implementing the requirements
As a digital agency that has spent the last 20+ years working to improve digital experiences across numerous industries—from sports to health and wellness to banking to public sector organizations—we began to dig a bit deeper into how executive agencies progressing toward the IDEA Act requirements—specifically around agency websites and reviewing the executive agency annual reports.
Our process was simple. We visited each of the 15 executive agency websites and used a combination of the site’s search function and navigation to attempt to locate the 21st Century IDEA Act reports.
We were surprised to find that only 46% of executive agencies have met the public reporting requirements of the IDEA Act—and that percentage could be lower. We counted any posting of progress as a ‘yes’. Several of those agencies who have reported on their progress have provided a single report without the required annual updates. Furthermore, as we continued to research departments/sub-agencies within the executive level agencies, we found there to be a similar trend of a relatively small number of agencies who are keeping up-to-date on IDEA Act reporting.
Now, could this just be a problem that agencies are unaware of the reporting requirements and are in fact in compliance with the IDEA Act?
In some cases, absolutely yes. There are several agencies that appear to be well on their journey in modernizing their websites, digital forms, etc., but lack any of the public documentation required in the law. That too is more of an exception than the rule, based on our research.
All in all, the evidence from our research points to the fact that many agencies are lagging behind in the public reporting requirements of the 21st Century IDEA Act, but more importantly, many are not building websites and other digital products that are aligned with the guidance. That being said, it’s not too late to get back on track.
As of March 2022, only 46% of executive agencies met the public reporting requirements of the 21st Century IDEA Act.
How do you get your agency aligned with the 21st Century IDEA Act requirements?
Regardless of where your agency falls on the digital capability spectrum, the process for getting started to align your agency with the 21st Century IDEA Act requirements is the same. The 4-part process has been developed by Phase2 over our 20-year history of working with federal agencies, commercial organizations, and non-profits and is specifically aligned with the 21st Century IDEA Act.
Conduct an agency-wide website audit
Begin by conducting an agency-wide audit of your websites. This audit should be focused across the eight (8) components of the IDEA Act guidance specifically focused on websites: Accessible, Consistent, Authoritative, Searchable, Secure, User-centered, Customizable, and Mobile-friendly. Depending on the scale of your platform and the number of websites, you can expect the audit to take anywhere from 4-8 weeks to complete.
Develop and plan a roadmap
With the audit complete, now your focus will shift toward building the plan and roadmap for tackling the work required to update your existing website(s) to comply with the IDEA Act requirements. Each agency’s plan and roadmap will vary based on the gaps identified in the audit and the effort necessary to remediate the deficiencies. For example, you may discover that your agency lacks a content management system, is using a content management system that is no longer supported, or has security vulnerabilities because it has not actively managed the recommended updates. The plan and roadmap should be a comprehensive document that outlines the specific projects and timelines required to bring your agency into compliance with the Act.
Begin implementation
Using the roadmap as your guide, you can confidently begin implementing the projects required for compliance. In most cases, there are projects that your internal agency team can quickly address to begin the remediation process to demonstrate progress as well as other projects where you’ll need to hire an outside consultant to support.
Establish reporting framework and process
In parallel to conducting the audit, plan, and implementation efforts, it's important to establish the required reporting framework and processes to ensure your agency complies with the annual 21st Century IDEA Act reporting requirements to both the public and Congress. The IDEA Act requires annual updates on agency progress toward the requirements, as well as the estimated budget for projects that are necessary for compliance with the Act. By using these four steps to guide your efforts, your agency will be well on the way to achieving success when it comes to the 21st Century IDEA Act.
Phase2 is here to help!
If you’re feeling overwhelmed by where to start or if your agency is behind on 21st Century IDEA Act requirements, Phase2 is here to help. Use the form below to sign-up for a 30-minute session with our team of experts who can help you get started. In addition to a session with Phase2 experts, you can download our 21st Century IDEA Act handbook that has everything you need to know about the Act and its requirements.
Sign up for a 30 minute session
We're Phase2.
We Work with Changemakers.
From implementing large, multisite digital platforms that are accessible, multilingual, mobile-first, and citizen-centric, to increasing organic traffic and improving search functionality, to SEO audits and the streamlining of disparate web platforms, our deep understanding of federal agencies, local governments, and the non-profit sector, has helped initiate positive change.
Since bringing open technologies, like Drupal, to the White House more than a decade ago, we’ve recognized the pivotal role flexible, scalable, and accessible technology plays in the lives of every citizen. Our long-standing partnerships demonstrate our unwavering commitment to improving government services and serving society through digital innovation.
Our global impact practice assists communities across the nation, partnering with leading groups and departments including:
