Product and project management

All of us want to improve the content and information we provide to the public, but we’re intimidated by where to start: Does our website provide clear content? Is the best information hidden on pages a few layers down? What should we tweet about

There’s tons of great work and innovations happening in federal agencies, and it is happening fast. From mobile, to social, to user experience, to APIs, to data and codesharing, agencies are embracing the 21st century citizen expectations and working to deliver anytime, anywhere, any device services and

Children’s mobile media use has doubled and in some cases tripled in the last two years, according an eSchool News report of a study by Common Sense Media. Here are the other key findings: Roughly twice

If you have ever visited census.gov, you know that sorting through the vast array of information about America’s people, places and economy can be daunting. Based on customer research and feedback we collected and analyzed over time, we heard loud and clear

Stephanie Thum from Ex-Im Bank kicks off our video blog with an introduction to customer experience. Stephanie is Vice President of Customer Experience at Ex-Im Bank, a U.S. government agency which serves as the official export credit agency of the United States. We had a chance to

There’s no way to sugar-coat it. It’s that time again. Tax time. And just in (tax)time, the Internal Revenue Service has updated its handy IRS2Go Mobile App for iPhone/iTouch and Android phones. The 2014 version of the app offers a more elegant and streamlined visual experience — and a

Piggybacking on one of my earlier posts, People are Crazy about Mobile, I’m going to talk about “Distracted Walking.” Who among us hasn’t walked and texted or checked Facebook or Twitter on our smartphones, but have bumped into someone or something while texting on your smartphone? I

If the silos and barriers that separated our programs are smashed, what could we do to realize the full potential of innovation in public service? Whether you’re a citizen who needs better access to services, an entrepreneur looking to spark innovation in the marketplace, or a public servant who wants to get your mission done

This post was originally published on the IDEA Lab blog by Read Holman, HHS Innovation Advisor to the Chief Technology Officer and an Intrapreneur working in the HHS IDEA Lab. Launched last year in “beta” by Secretary Sebelius, HHS Ignite supports early-stage projects that can be completed in tight time frames. Ignite is part of HHS’s IDEA Lab, which

It’s been a busy few months negotiating Terms of Service on behalf of the federal government, and we’re happy to announce CrowdHall and Tint are now available and that the Tumblr agreement has been updated for the first time in almost 2 years.CrowdHall logo

SocialGov Summits bring together agencies from across government to share and learn how we can improve digital services to make services more effective and cost efficient.

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

The Government of Canada (GC) is retiring the traditional news release format in favour of a more digital-friendly product that makes the key messages of announcements clearer, quick facts more accessible and integrates more effectively with social media channels. The old style

Customer experience (CX) is an emerging area of focus within government. My role as Vice President of Customer Experience at the Export-Import Bank speaks to this reality. Our agency’s customers and partners consist of U.S. exporters, financial services institutions, insurance brokers and foreign buyers of U.S. products and services. All play a key role in

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

Today we want to tell you about the federal agency trends we saw this year in the development of public facing mobile products.

Before you can create your customer experience (CX) strategy, you have to answer the key question: Who are your customers? Consider the concept that among the groups you interact with internally, you could be their customer, they could be your customer, or you

We have long believed that “governments learn best from other governments” and encourage far-ranging discussions with experts from other countries, as well as state and local governments. An example of this came to fruition when Michael Bracken, creator and director of the United Kingdom’s Government Digital Service, spoke to

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