News and Updates

Innovative work, news, and ideas from people and teams in government

While it does provide challenges, anytime, anywhere digital government provides numerous opportunities for contact centers to do business more effectively. According to this study by Compare Business Products, one of the most important impacts for contact centers is that smartphone users can now connect with contact centers via voice calls, SMS messages, Internet pages, social

Apr 22, 2014

Customer Satisfaction: Innovating with Lack of Resources

As government contact centers, we all face financial and technological constraints in our pursuit to improve the customer experience. One challenge faced by many contact centers is staffing limitations to handle the volume of incoming customer traffic. There are barely enough employees to operate phones, let alone work on meeting or exceeding the organizational customer

Apr 21, 2014

GSA Acquisition Portal – Usability Case Study

Incorporating usability testing throughout the entire design process, especially before launch, allows you catch glitches and/or make design changes prior to anyone seeing it live. When more than minor adjustments need to be made to your site, it’s much better to have completed them before the public sees it. For Christina Mullins, a Contracting Officer

Apr 21, 2014

Search Is the New Big Data Recap

Search is easy, right? You type a term in a search box and the exact page you’re looking for appears at the top of the list of results. But search is hard and has many shades of grey. On April 10, 2014, Loren Siebert, our DigitalGov Search senior search architect, presented on: Complexities of recall

Apr 18, 2014

EPA Mobile Projects Update

Earth Day is next week, so today instead of featuring one mobile product like we do every Thursday, we’re highlighting how the U.S. Environmental Protection Agency is tackling mobile to help empower citizen environmental decisions. Currently, you can

Apr 17, 2014

What’s black and white and read all over? An e-reader. While it may be premature to revise classic riddles, a recent study by the Pew Research Center indicates that e-books are gaining popularity among American readers. Nearly three in ten adults (28%) reported reading an e-book in the past year, up from 23% at the

Apr 15, 2014

NOAA National Ocean Service – Usability Case Study

For a small shop with a small staff, limited time, and a small budget, redesigning a website (and testing that redesign for usability) can be daunting. At least it seemed so to us when we redesigned the National Oceanic and Atmospheric Administration (NOAA)’s National Ocean Service website in November of 2013. We met the challenge

Apr 14, 2014

Storyboard: A Tool for a Successful Video

The script is king when it comes to creating a video. Once you have the words, it’s the pictures that will tell the story. Storyboards are a key component in video production. They serve as a guide during the production process, allowing the video producer to determine how the use of footage, sound bites, audio

Apr 11, 2014

PolicyOps—A Better Way to Create and Implement Government Policies and Programs?

“PolicyOps” is a better way to create and implement government policies and programs through cutting-edge data analytics and new collaboration methods. PolicyOps (“Policy” plus “Operations”) is a new proposal for improving policy making and policy implementation. Based on a cutting-edge IT management method, DevOps (“Development” plus “Operations”), PolicyOps has two major concepts. First, closer collaboration

Apr 10, 2014

Department of Treasury’s HelpWithMyBank.gov Goes Responsive

As the rapper Notorious B.I.G. aptly noted in his hit song, “Mo Money” brings “Mo Problems.” Especially when you run up against confusing policies or questionable actions by large national banks and financial institutions. Now it’s easier than ever

Apr 10, 2014

FDA Consumer Graphics – Usability Case Study

User testing isn’t just for websites—it’s for any product that has an audience. Which is everything, really. And that includes print materials, signage and infographics as well. Focusing on the User Experience is especially vital for the U.S. Food and Drug Administration (FDA), which is committed to effectively communicating about products that affect the public

Apr 09, 2014

Feature Your Consumer Tools on WhiteHouse.gov

The White House launched a hub for consumer-facing tools across the federal government, and they want to feature your agency’s tools that can help make people’s lives easier. As of now, they are featuring tools from these agencies: Department of Education’s College Scorecard Department of Energy’s Hybrid Car Calculator & Home Energy Yardstick Department of Agriculture’s

Apr 09, 2014

Tell Us Your Internet of Things Challenges

The Internet of Things, a concept approaching reality, is best described as objects (think appliance, trees, etc.) in the world equipped with identifying devices or machine-readable identifiers that make them connected to the Web. This handy infographic charts the history and development of the idea and perhaps this washing machine could be a roadmap to

Apr 08, 2014