SBA.gov digital lifecycle

Overview

My work focuses on holistic digital strategy and maintenance of the U.S. Small Business Administration's (SBA) website. SBA is the sole federal agency fully dedicated to serving small business owners.

Given the fast-changing business climate, the content is continually optimized for both the new and seasoned small business owner. Additionally, when disaster strikes, SBA provides easily accessible information for businesses needing disaster assistance loans. As part of the team with SBA digital leadership, we ensure a consistent, high-quality user experience in English and Spanish.

Strategy

My team creates user experiences that build trust and increase access to information so that small businesses can start, grow, expand, or recover. We do this through content operations and maintenance of SBA.gov, and managing the site's Web Support help desk.

Content operations and management

We use Agile methodology to efficiently and effectively provide high-quality content and UX on SBA.gov. In order to maintain a consistent user experience, we perform routine content audits primarily using ScreamingFrog, along with manual analyses tracked in Excel. Additionally, we add and update content as requested or as needs change. For example, we create and update pages to assist disaster survivors as soon as possible after a disaster has occurred. Our site map has a current listing of pages on SBA.gov — it is also available in Spanish.

Web support

My team manages the web support help desk in Jira for SBA.gov. We respond to customer inquiries that range from fixing a broken link to redoing content so that it is up-to-date for our users. To better organize our help tickets, I created a taxonomy for our web support desk that streamlined reporting for sprint reviews and monthly reports.

Collectively, our team has successfully assisted thousands of customers. Many content updates also originate from help desk requests. We consistently score above a 4.5/5 rating sprint-over-sprint for customer satisfaction.

My role

• Client and Agile project management

• Bilingual content creation and maintenance

• Linguistic effectiveness reviews (Content inventories and audits)

• Digital compliance verifications (Section 508)

Highlights

Our team received a coveted 5/5* rating from the SBA team in the Contractor Performance Assessment Reporting System (CPARS). This means that our clients are confident in my team’s ability to perform contractual requirements and deliver extra value and quality. 

Specifically, we received recognition for:

• Instrumental support with SBA.gov's consistent messaging

• Providing “exceptional services” with “positivity and candor”

• Consistently delivering on time 

• Providing deliverables in full compliance with regulations 

*Note that the average CPARS scores are typically between 3.55 and 3.60.

Cover photo by Andy Feliciotti on Unsplash.
Screenshots below taken in 2025. Note that clicking on the screenshots will take you to a live version of that page.

First screenshot is the current SBA.gov home page.