News and Updates

In our very first customer experience (CX) blog post about GSA’s Office of Citizen Services and Innovative Technologies’ (OCSIT) Customer Experience Program, we published our principles and values. Our core principles say that all staff will: Take responsibility for providing an experience greater than customer expectations. Engage, listen and resolve. Design business from the outside

The Library of Congress recently released The U.S. Constitution: Analysis and Interpretation app, an iOS version of the “Constitution of the United States of America: Analysis and Interpretation.” This is a comprehensive analytical legal treatise prepared by attorneys

A few days ago a coworker asked me to look at a paragraph. He said it was on the top customer service priorities in our division. So I scooted my chair over and looked at it. Then I looked at him and asked, “But what

Pew Research Center’s Internet & American Life Project recently released their report on Cell Phone Activities for 2013. The report stated

As non-lawyers peering into the legal world, be advised this post is not official legal advice from the Office of General Counsel. These are our impressions and what we took away from the Legal Learning Series session Social Media – Privacy, Records and Litigation.

Content refers to the various types of material in different formats, such as text, images and video, that provide information to the user (it also fits into a mobile product’s information architecture).

Guest post by Cheryl Hackley who works in the Office of Public Affairs at the Federal Trade Commission. From my early days of using email, sites like MySpace, and later getting my first smartphone, it was a common practice for me to

As mentioned in previous blog posts, great efforts have been made in creating a Customer Experience program and a Customer Experience (CX) index in our Office of Citizen Services and Innovative Technologies (OCSIT) at GSA.

The National Science Foundation’s National Science Board has developed Science and Engineering Indicators for iPad. The application provides full content of the Science and Engineering Indicators (SEI) 2012 report –the latest edition available. From NSF, The biennial SEI report is a comprehensive source of high-quality, quantitative

(This is the first installment of an ongoing series charting the programs, events and people that make the emerging field of social media and data in government an exciting place to serve the public. Agencies are encouraged to submit their own stories for this travelogue of digital innovation.) From where I sit, I think we

How We Did It Last November, as part of revisiting the state of Mobile Gov, government mobile innovators identified a need for guidelines to help create amazing and engaging mobile user experiences. We convened a group to workshop around elements of mobile user experience with the

Mobile searching has become a fact of life. According to a recent study by Econsultancy, 67% of smartphone owners had used their device to search for information in the past 7 days. The infographic below describes what they are searching for–the majority of searches are for

On Feb. 15, 2013, a meteor weighing 10,000 metric tons exploded 14 miles above Chelyabinsk, Russia. Users flocked to NASA.gov for info, and we spiked to nearly 12 million page views that day, ~16 times the daily average. Our real-time analytics showed over 300,000 active visitors

I’m the kind of guy who loves tests. Not SATs, or BMI tests, but usability tests: connecting target customers with a government website and watching how they interact with it. Our DigitalGov User Experience Program (formerly known as First Fridays) has taught dozens of agencies how to conduct

Guest post by Brenda Wensil, Chief Customer Experience Officer for Federal Student Aid. Established in late 2010, FSA’s Customer Experience Office is responsible for identifying, measuring and reporting customer expectations and satisfaction with the financial aid services and products offered at Federal Student Aid. In my last post,

September is National Preparedness Month and there are a number of government mobile products to help you prepare for emergencies. FEMA‘s mobile app contains preparedness information for different types of disasters, an interactive checklist for emergency kits, a section to plan emergency meeting locations, information on how to stay safe and recover after a disaster, a

Looking to jumpstart your mobile website development? Check out the Web Experience Toolkit (WET) available on the Mobile Code Sharing Catalog. The toolkit includes reusable components for building and maintaining innovative Web sites that are accessible, usable, and interoperable. Developed as a collaborative open source project by the Government of Canada, the WET has reusable

A sure way to drive employees crazy is to never share what executives discuss or decide until a new mandate lands on the organization’s collective head. While senior leaders should expect some privacy in decision-making and debate, they should also expect to openly hold themselves accountable and to make sure their employees know where the

From the time they can grasp an object in their hands, children are reaching for electronic gadgets of all kinds—particularly our smartphones and tablets. The early adoption of mobile is growing each year as evidenced by this infographic from EveryDayFamily.com. 30 percent of 2- to

Guest post by Brenda Wensil, Chief Customer Experience Officer for Federal Student Aid (FSA). Established in late 2010, FSA’s Customer Experience Office is responsible for identifying, measuring and reporting customer expectations and satisfaction with the financial aid services and products offered at Federal Student Aid. The launch of StudentAid.gov in July 2012,