/preview/gsa/digitalgov.gov/bc-archive-content-3/authors/mary-ann-monroe/ Recent content on Digital.gov Hugo en-us /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/08/12/journey-mapping-the-customer-experience-a-usa-gov-case-study/ Wed, 12 Aug 2015 10:00:21 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/08/12/journey-mapping-the-customer-experience-a-usa-gov-case-study/ Journey maps are a visual representation of a customer’s end to end journey with your product or service. They are a powerful tool for exploring key interactions and experiences with your organization, programs, and/or services. Journey maps describe a customer’s entire journey, even the parts that occur before and after contact with your organization. They /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/15/government-services-through-a-life-events-approach/ Fri, 15 May 2015 13:30:54 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/15/government-services-through-a-life-events-approach/ The federal government is increasingly focused on designing and delivering citizen-centered services with enhanced experiences that deliver value to customers. These ideals are established in the Presidential Management Agenda Customer Service Cross-Agency Priority Goal, the Digital Government Strategy, and various open government activities. Designing services to be responsive to be life events that drive public /preview/gsa/digitalgov.gov/bc-archive-content-3/2014/01/10/three-concepts-for-excellence-in-contact-centers/ Fri, 10 Jan 2014 06:08:16 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2014/01/10/three-concepts-for-excellence-in-contact-centers/ Using contact centers to deliver digital services is an emerging area in government. Due to the growth of online services, centers receive more attention and represent an important touch point for customers. When you need to speak directly with someone to get help or resolve an issue, it must be a good experience. This reflects on