News and Updates

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.

When focusing on customer experience, we all know that we need to truly understand our customer if we expect to provide them with an enjoyable experience. In an effort to do so, organizations often jump right to a survey to identify their customers’ needs and wants.

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

At the 2015 DigitalGov Citizen Services Summit, U.S. Chief Technology Officer Megan Smith challenged all techies in government to help solve problems and be part of decision-making at the highest levels of government in her opening remarks.

Mobile-friendliness is a must for government. We know there are a number of agencies who have mobile-friendly digital products that we don’t know about, and they deserve their day in the sun. We need your help to find them.

As human beings, we love stories. We like regaling our friends with tales from a recent road trip. We listen intently as grandma recounts that special moment she first met grandpa. Stories are how we relate to people. Stories help us form memories. Stories carry on tradition and culture from one generation to the next.

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

Surveys are a great way to gain valuable insight into your customers’ true interests and needs. With the abundant number of survey tools available, it’s almost too easy to quickly put together a survey and send it out to your target audience.

The drum beat of the continuing and quick cultural shift to mobile device dominance continues to grow—Google announced that more searches take place on mobile devices than desktops in 10 countries, including the U.S. and Japan. These searches are often driven

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

The DigitalGov platform helps federal agencies meet 21st century digital expectations, and we’ve planned our second DigitalGov Summit with this mission and your needs in mind.

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

There are multiple health-related Twitter chats every day of the week. There are chats focused on specific conditions, on the healthcare system, on treatments, on products and on practices. If your agency or organization is interested in leading a conversation in this

We know search engines aren’t Magic 8 Balls, but that’s still how we expect them to behave. We want them to answer our complex and burning questions based on just a few words. And we’ve felt that frustration when the top search results don’t serve our needs, and the results page itself makes us work.

BusinessUSA is a centralized, one-stop platform to make it easy for businesses to access services to help them grow and hire. And with the release of a brand new smartphone app for Android and iOS devices, BusinessUSA is fully functional no matter whether you visit by desktop, tablet

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

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

Consumers are buying less tablets and more phablets, especially in the U.S. Three recent research reports released in the past week from IDC, Flurry and Kantar each point to a shift in consumer purchasing habits over the past quarter, showing that consumers

Customer experience touches all of the work we do. From Web to mobile to contact centers and social media, we need to not only be aware of our customers’ experiences but also respond quickly and make changes that will enhance their experiences.

In last week’s column, I went back to a frequent theme of mine and discussed another method for helping to feed the content beast, which was learning when to say no to a new and potentially resource devouring digital channel or platform. However, we also need to take a look at six of the most