Managing Digital

Bringing it all together: Governance, Strategy & Policy, Contact Centers

The API Briefing: Writable APIs – The Federal Register.gov Commenting Feature

The API Briefing: Writable APIs – The Federal Register.gov Commenting Feature

FederalRegister.gov just released a writable API that allows citizens to comment directly on proposed regulations. When a user is viewing a regulation on FederalRegister.gov, he or she can click on the “Submit a Formal Comment” button. A textbox appears, and the comment is recorded for that particular regulation.

Read More →The API Briefing: Writable APIs – The Federal Register.gov Commenting Feature

Read More →The API Briefing: Writable APIs – The Federal Register.gov Commenting Feature

What is a “Customer Centric” Culture – Part 2

What is a “Customer Centric” Culture – Part 2

Since April of 2011 when President Obama signed Executive Order 13571 mandating agencies improve the quality of service they give to the public, agencies have been working through strategies to best fulfill this task. We at GSA’s Office of Citizen Services and Innovative Technologies (OCSIT) were no exception. Back in September of 2013, we wrote [...]

Read More →What is a “Customer Centric” Culture – Part 2

Read More →What is a “Customer Centric” Culture – Part 2

Should Your Agency Be Offering Chat Service?

Should Your Agency Be Offering Chat Service?

Live Web chat is an important component of good customer service. People like having the option of talking with an agent in real-time without having to pick up the phone. While live chat is not widespread, several agencies have shown great success in serving the public through this alternative channel. At a recent Government Contact [...]

Read More →Should Your Agency Be Offering Chat Service?

Read More →Should Your Agency Be Offering Chat Service?

How the American Battle Monument Commission Developed its First Mobile App

How the American Battle Monument Commission Developed its First Mobile App

The job of the American Battle Monument Commission (AMBC) is to manage all overseas cemeteries and memorials from WWI and WWII. There are over 200,000 veterans who are buried or memorialized at these cemeteries. When ABMC began thinking about releasing a native mobile application, they had two primary objectives: 1) The app should be able [...]

Read More →How the American Battle Monument Commission Developed its First Mobile App

Read More →How the American Battle Monument Commission Developed its First Mobile App

The API Briefing: RealTrack – How Hackathons Help Create Apps from APIs

The API Briefing: RealTrack – How Hackathons Help Create Apps from APIs

Once a federal agency releases an API, there are several ways they can be used in apps. The most common method is through hackathons. Hackathons are where an agency or agencies present the API(s) and invite developers to create prototype apps. The apps are then presented to subject matter experts for suggestions on creating the final [...]

Read More →The API Briefing: RealTrack – How Hackathons Help Create Apps from APIs

Read More →The API Briefing: RealTrack – How Hackathons Help Create Apps from APIs

Lean Startup: Changing Government Services and Agencies to Better Serve the Citizens

Lean Startup: Changing Government Services and Agencies to Better Serve the Citizens

It is easy to start a business today and especially an Internet-based business. Using the cloud, APIs, and hosted applications, an entrepreneur can quickly build a website/mobile app. The entrepreneur can hire freelancers to do everything from creating a logo to writing a business plan. Virtual assistant services can provide on-demand staff to meet business [...]

Read More →Lean Startup: Changing Government Services and Agencies to Better Serve the Citizens

Read More →Lean Startup: Changing Government Services and Agencies to Better Serve the Citizens

The API Briefing:  The Census Bureau’s Discovery Tool – Find the Right API for Your App

The API Briefing: The Census Bureau’s Discovery Tool – Find the Right API for Your App

The Census Bureau recently released a “machine-readable dataset discovery service” that lists 41 Census data sets. It’s in spreadsheet form and gives a description of the datasets along with links to the API and developer documentation. What makes the discovery service machine readable is that’s based on Project Open Data’s “Common Core Metadata Schema” that [...]

Read More →The API Briefing: The Census Bureau’s Discovery Tool – Find the Right API for Your App

Read More →The API Briefing: The Census Bureau’s Discovery Tool – Find the Right API for Your App

Hacking the Bureaucracy One Task at a Time

Hacking the Bureaucracy One Task at a Time

Are you having trouble getting training or professional development opportunities? Federal employees can gain access to a variety of professional development opportunities and work on digital projects across the government through the Open Opportunities program. Open Opportunities are tasks and projects that help you develop and strengthen skills, work with others across agencies to get [...]

Read More →Hacking the Bureaucracy One Task at a Time

Read More →Hacking the Bureaucracy One Task at a Time

Government CX:  Where Do You Find the Right Foundational Metrics?

Government CX: Where Do You Find the Right Foundational Metrics?

Customer service. Customer satisfaction. Improving the customer experience. These buzzwords have become well-trodden territory among government strategists as a new wave of agencies attempt to ignite—or reignite—a focus on customers. Of course, putting customers first is a worthy goal. But what, exactly, do we mean when we use words like “service” and “satisfaction”? These terms [...]

Read More →Government CX: Where Do You Find the Right Foundational Metrics?

Read More →Government CX: Where Do You Find the Right Foundational Metrics?

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