Digital.gov

The new Social and Behavioral Sciences Team (SBST) aims to make government programs more effective and efficient. Amira Choueiki from the SBST joined us to explain what the SBST does, and to discuss some of the projects they’ve worked on.

Jacqueline Snee

Rachel Flagg

Dec 09, 2015

CX Data in Action Series: Case Study #1

It’s not new that agencies are inundated with data, but what data should you collect to improve your agency’s programs and enhance the customer experience? The Department of Labor’s Employee Benefit Security Administration’s (EBSA) has been perfecting their process to collect actionable data for the past 14 years.

Jacqueline Snee

Rachel Flagg

Dec 07, 2015

UX vs. CX: What’s the Dif? Part 2

In honor of World Usability Day, which happened on November 12, we’d like to demystify two extremely important and oft-confusing acronyms—CX and UX. Customer Experience (CX) and User Experience (UX), while related, focus on different aspects of service delivery.

Rachel Flagg

Nov 20, 2015

How Will You Celebrate Customer Service Week?

In 1992, Congress passed Public Law No: 102-481, which proclaimed the first full week in October as National Customer Service Week.

Rachel Flagg

Sep 11, 2015

New Kid in Town: The Customer Experience Community

Cross-Agency Priority (CAP) Goals prioritize activities that all agencies must tackle each year. An important CAP Goal for 2015 addresses customer service and compels federal agencies to improve the quality of service the public receives from the federal government.

Jacqueline Snee

Rachel Flagg

Jul 31, 2015

How the Nationals’ Customer Experience Principles Can Be a Home Run for Agencies

In June, the new Customer Experience Community of Practice (CX-COP) hosted Jonathan Stahl, Executive Director of Ballpark Operations and Guest Experience of the Washington Nationals, to share best practices on how to deliver a great customer experience.

Jacqueline Snee

Rachel Flagg

Jul 22, 2015

A Conversation with OMB on Customer Service

We recently sat down with Lisa Danzig, who’s leading work at the Office of Management and Budget (OMB) on the FY15 Cross Agency Priority (CAP) goal on Customer Service (CS). The CS CAP goal aims to help agencies deliver world-class customer service to citizens that’s on par with leading private

Rachel Flagg

May 29, 2015

10 Years of Digital Government—A Retrospective

In December of 2004, the Office of Management and Budget (OMB) issued the first Policies for Federal Public Websites. Over the past decade, we’ve seen technology completely transform how government delivers information and services to the public. On this 10-year anniversary, we’re taking a walk down memory lane to recap some of the pivotal moments

Rachel Flagg

Dec 18, 2014

Customer Service Week 2014

They say that customer experience (CX) is the new marketing. People will tell their friends about their experience with your agency, and social media makes it easy to broadcast whether the experience was easy and enjoyable, or terrible. In 1992, Congress proclaimed the first full week in

Rachel Flagg

Oct 09, 2014

Member Spotlight – Hannah Rubin, Library of Congress

Meet Hannah Rubin, who works in the Congressional Research Service (CRS) at the Library of Congress. She’s the focus of this month’s Member Spotlight. In addition to her “real” job, she’s also currently working as a “20%-er” with the

Rachel Flagg

Sep 26, 2014

Member Spotlight – Jill James, Dept. of Education

Welcome to the first edition of a new series of articles spotlighting members of our Government Web Manager Community. This month, we introduce Jill James, who’s the Senior Web Editor/Director for the Department of Education, in their Communications and Outreach

Rachel Flagg

Aug 27, 2014

Is It Tweet-Worthy?

The Web now contains over 1.51 billion pages of content, according to WorldWideWebSize.com. That’s a lot of reading material, and a lot of content competing with yours for attention. People won’t waste time (even a few seconds) on an article that doesn’t matter to them in some way—not when there are so many other interesting

Rachel Flagg

Jun 30, 2014

We won’t build the government of the 21st century by drawing within the lines. We don’t have to tell you the hard work of building a digital government doesn’t exist in a vacuum or a bubble. Show us social media without mobile, Web without data and user experience without APIs. You can’t? That’s right—in reality,

May 19, 2014

How to Win Digital Like a Grammy

Digital Marketing Evangelist and analytics guru Avinash Kaushik recently published a fascinating article on Six Visual Solutions To Complex Digital Marketing/Analytics Challenges. The article is especially relevant to government organizations, because it talks about the importance of dynamic vs. static content. Government agencies tend

Rachel Flagg

Jan 27, 2014

9 Reasons Your Agency Should Have A CMS

Why Invest in a Content Management System? Does it take too long to update and post digital content? Do you lack consistent branding across your website(s)? Is outdated, redundant content leading to a poor customer experience? Does your agency website show up too far down in search results? Are you

Rachel Flagg

Dec 12, 2013

Content Management Systems Toolkit

Improving the federal government’s ability to deliver digital information anytime, anywhere, on any device via open content is a key goal of the Digital Government Strategy. A content management system (CMS) can help your agency move to an open content model, making it easier for people to find, share, use, and re-use your information.

Rachel Flagg

Oct 30, 2013

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