Product and project management

Like private sector organizations, U.S. public sector organizations have experienced shifts in how they use both the Internet and social media to interact with the public. The mid-1990s onwards saw an increase in the number of websites helping individual members of the public learn more about various public sector organizations and initiatives directly from

Here is another other opportunity to show DigitalGov innovators what you got! The spring Digital Citizen Services Summit will host an expo, like we did in 2014, where you can showcase your program or service.

Connect.Gov is a service that helps reduce agency investment and enables a secure, trusted, and inter-operable method for digital interactions between people and government.

In 1995, the World Wide Web, which had been fairly niche up until then, attracted mainstream attention. What followed were 20 years of business and social innovations in how we humans chose to use the web at work, school, at home, and with our friends. The web and its “Web 2.0” successor allowed us to

The increasing presence of big data and all things digital will require the federal government to hire more techies. The skills brought by techies will help the federal government, but we also must consider that success in the federal government will require more than the skills they bring.

We released the United States Public Participation Playbook this week, a new open resource agencies can use to evaluate and build better programs that give a voice to the people they serve—and the response was fantastic. Public servants and citizens around the world have shared it, and already are contributing new ideas that build from

Innovative wearables, stronger wifi and more 3D printing have been among the many projections for the future of mobile in 2015. Whatever comes to pass, we can be certain that the anytime, anywhere user will develop new habits and desires based on new trends. Government must accelerate its customer service approach with anytime, anywhere efforts to keep up. Here’s

The General Services Administration’s (GSA’s) focus on customer experience can be traced back to its inception on July 1, 1949, when President Truman created a new federal agency to manage and store government records, handle emergency preparedness, and stockpile strategic supplies for wartime. While our customer focus has stayed with us, GSA’s mission has morphed

Running a government website or social media account is complex: while trying to meet your agency’s mission goals and your customers’ needs, you also have to keep track of issues like ethics, information security, privacy, and accessibility. It’s enough to make your head spin. Luckily, no one … errr … no online communications person …

With public expectations at an all-time high, and trust in government nearing all-time lows, agencies need to step up their game. Veterans, seniors, students, taxpayers—all Americans—deserve the best service from their government. Here are our predictions for how the federal government will improve customer service in the coming year: 1. Many agencies will create a

In January on DigitalGov, we’ll highlight pieces looking at trends we see coming in the digital government space in 2015 and beyond. We have lined up articles around: Customer Service Data 3D Printing at NIH and NASA Accessibility Mobile, and Training. Check back Monday, when we kick-off the month with 15 Government Customer Service Trends.

As we round out 2014, we’re reflecting on the exciting year we’ve had at DigitalGov since we launched in February. Our mission is to share information and resources from agencies across the federal government that are working in the digital space, and highlight the services and communities that can help you meet your digital government

QR codes, apps about whales, bullying and railroad crossings, challenges of responsive Web design and mobilizing charts and tables were the things you were most interested in this year. We publish mobile trends every Tuesday and feature a government mobile app every Thursday on the mobile channel of DigitalGov. In addition, we do recaps of MobileGov

Federal agencies are required by law to use privacy policies on their digital properties that explain how they use the data they collect about users and visitors. This ensures that these users and visitors know what the government is doing with their data.

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

The new third draft of the U.S. Public Participation Playbook continues to incorporate changes proposed from more than 100 suggestions submitted via public comment aimed at measuring the performance and improving the development of government programs. It takes the 13 initial “plays” from rough brainstorming and collaborations to a more refined, action-focused presentation that will help contributors understand and identify opportunities

Smartphones are changing how organizations do business—they are more than just smart Web browsers. As I noted last week, purchases from mobile phones have dramatically increased during the holiday shopping season. The infographic from IfByPhone demonstrates how people are using

In May 2015, we are hosting the second DigitalGov Citizen Services Summit. This round we are looking to you—federal innovators across government—to help build the agenda.

As part of its ongoing effort to enhance customer experience for current and prospective exporters, the Export-Import Bank of the U.S. (Ex-Im Bank) is unveiling a new and improved customer contact center that includes an improved 1-800 number experience, along with a new email response system.

As 2014 draws to a close, agencies across the federal government are beginning to think about what the customer experience (CX) landscape will look like in the years ahead. There is little doubt that 2014 saw the government make great strides on this front, setting in motion a number of initiatives that will help ensure