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In April, comScore released new mobile data, and it pointed to the continuing growth of smartphones as the dominant mobile platform, especially in the United States, with almost a 77% smartphone penetration. Android and Apple continue to dominate the operating system market share with 52.8% and 41.7%, respectively. The report said that “186.3 million people in the U.S.
May 26, 2015

Addressing Social Issues Through Challenge Competitions

Innovation challenges leverage public creativity to address important problems. They can also be a tool for reaching and educating the next generation of leaders about social issues. The Office of Policy Development and Research (PD&R) at the U.S. Department of Housing and Urban Development (HUD) recently wrapped up the second year of the Innovation in
May 22, 2015

The API Briefing: Five Federal APIs for Building a Government Jobs Finder Mobile App

The spring semesters are winding down at the universities where I teach. Many students are looking for summer internships or their first job after graduation. Of course, I talk about the opportunities in government through the Pathways program, the Presidential Management Fellows, or the various agency-specific internship programs. I’ve demonstrated USAJOBS in my classes, but
May 20, 2015

The Content Corner: Connecting With Customers at Labor

Here at DigitalGov, customer service is a focal theme during the month of May, and by some type of cosmic chance, I was invited to share my insights on content strategy and content creation at a Customer Service Community of Practice event at the Department of Labor. The event focused on topics I commonly discuss here
May 18, 2015

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
May 15, 2015

Three Ways to Evolve Your Agency’s Customer Mindset

Customer experience (CX) improvement projects come in many forms, but evolving an agency’s entire mindset to be customer-focused requires far more in the way of commitment, time, staff and organizational patience. As the senior CX lead for a U.S. government agency and an advisory committee member to the President’s Cross-Agency Priority (CAP) goal on customer
May 13, 2015

Sites Shares Its Path to Improve the Customer Experience

As the product manager of Sites, my job is to make sure that our service delivers what we offer: provide an easy, fast and cost‐effective solution for federal agencies that want to create a secure government website to reach the public. With 40 websites that are currently live or in active development, our program is
May 12, 2015