The new third draft of the U.S. Public Participation Playbook continues to incorporate changes proposed from more than 100 suggestions submitted via public comment aimed at measuring the performance and improving the development of government programs. It takes the 13 initial “plays” from rough brainstorming and collaborations to a more refined, action-focused presentation that will help contributors understand and identify opportunities […]
Bringing it all together: Governance, Strategy & Policy, Contact Centers
Smartphones are changing how organizations do business—they are more than just smart Web browsers. As I noted last week, purchases from mobile phones have dramatically increased during the holiday shopping season. The infographic from IfByPhone demonstrates how people are using their smartphones not only to buy things and research products, but also to open emails and access social […]
As part of its ongoing effort to enhance customer experience for current and prospective exporters, the Export-Import Bank of the U.S. (Ex-Im Bank) is unveiling a new and improved customer contact center that includes an improved 1-800 number experience, along with a new email response system. The contact center is also poised to launch new […]
As 2014 draws to a close, agencies across the federal government are beginning to think about what the customer experience (CX) landscape will look like in the years ahead. There is little doubt that 2014 saw the government make great strides on this front, setting in motion a number of initiatives that will help ensure […]
No Mobile Gov Month on DigitalGov would be complete without an update on the Internet of Things. Regardless if you’re talking wearables, smart homes, sensors or any other connected device, your current mobile approaches will be impacted—as will your social media, user experience and data strategies. When we last visited the topic in April, discussion […]
They say that customer experience (CX) is the new marketing. People will tell their friends about their experience with your agency, and social media makes it easy to broadcast whether the experience was easy and enjoyable, or terrible. In 1992, Congress proclaimed the first full week in October as National Customer Service Week, and as […]
U.S. Hispanics are ahead of the digital curve, according to an analysis of strategies of leading brands and forward-thinking marketers by Lisa Gevelber, Vice President of Americas Marketing. As we’ve noted before, Hispanics not only lead in adoption of new devices, they are also power users of mobile.