Introduction

Purpose

This Web-based UI Services chapter defines the CMS’s enterprise-wide initiative to provide a consistent, accessible, and productive user interface (UI) for all users of CMS websites, portals, and other web-based presentation mechanisms.

Scope

The scope of this chapter is limited to Web-based user interfaces made available to CMS employees, contractors, constituents, and/or other business partners. This includes user interfaces intended to be accessed via personal computers, smart or web-enabled phones, network terminals, mobile devices, tablets, and accessibility systems such as Braille or voice browsers.

The chapter does not include:

  • IBM 3270 terminal user interfaces
  • Microsoft Windows® desktop-based user interfaces
  • Specialized and/or embedded hardware user interfaces
  • Mobile applications (such as iPhone® / Android® “apps”) This refers to locally executed, compiled applications for mobile devices. Mobile-friendly web pages must still meet the business rules presented in this CMS TRA chapter.

Other Web Design Guidance Resources

CMS websites must comply with the guidance resources for web design and user experience published by CMS and HHS at the following web sites:

These resources provide guidance beyond the scope of this document and include topics such as Responsive Design and CMS Branding.

Impact to COTS

Web-based COTS software packages must meet the business rules specified in this chapter. All software packages must be acquired and customized with these rules in mind.

Business Goals

This chapter aims to satisfy the following business goals:

  • Goal 1: Create fully accessible web portals that are designed to empower consumers by enabling them to find relevant information quickly.

  • Goal 2: Inspire consumers’ confidence and trust in health information technology by ensuring the privacy and security of content and services accessed through portals.

  • Goal 3: Simplify access to health information technology for all users.

  • Goal 4: Promote collaboration and information exchange between CMS components that will minimize redundant efforts and result in superior application integration in portals.

  • Goal 5: Modernize the Agency’s websites using newer, CMS-approved technologies that improve their look and feel, marketability, adoption, and ease of use.

Expected Results

Implementing the user-centered design guidelines in this chapter will lead to the following expected results:

  • CMS contractors will be able to design, develop, and maintain a consistent look and feel and branding of web portals.
  • CMS contractors will be able to deploy easy-to-navigate web portals after completing appropriate testing.
  • Web portals and health IT systems created by CMS contractors will see increased marketability and adoption rates.
  • Users’ and visitors’ needs will benefit from centralized portals that minimize redundant logons and data entries.

Expected Benefits

In addition to the expected results, following these guidelines may also produce benefits that can be measured using the American Customer Satisfaction Index or the Citizen Satisfaction Measurement from CFI Group for Government:

  • By carefully designing for the needs of a diverse user community from the beginning, CMS can increase users’ satisfaction by reducing disruptions from unanticipated upgrades.
  • By keeping in mind that stakeholders include consumers, providers, beneficiaries, contractors, and CMS staff, developers can design systems to satisfy stakeholders’ needs and reduce stakeholders’ learning and training time.
  • By designing attractive and intuitive systems, CMS will enhance its staff’s productivity.