Managing Digital

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

Trends on Tuesday: Meet the Mobile Power Users

Trends on Tuesday: Meet the Mobile Power Users

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.

Read More →Trends on Tuesday: Meet the Mobile Power Users

Read More →Trends on Tuesday: Meet the Mobile Power Users

The Federal Register: Improving Visitors’ Search Experience on Agency Websites

The Federal Register: Improving Visitors’ Search Experience on Agency Websites

The Office of the Federal Register’s mission “informs citizens of their rights and obligations, documents the actions of Federal agencies, and provides a forum for public participation in the democratic process.” As the winner of the Bright Idea Award, FederalRegister.gov is clear and easy to use, but most citizens rarely frequent it. More frequently they [...]

Read More →The Federal Register: Improving Visitors’ Search Experience on Agency Websites

Read More →The Federal Register: Improving Visitors’ Search Experience on Agency Websites

New Tools to Help You Innovate Within the FAR

New Tools to Help You Innovate Within the FAR

Outdated development practices and narrow interpretations of acquisition regulations have prevented the federal government from taking advantage of technologies that can help agencies deliver better digital services to the public. OMB is developing new tools to help you take advantage of existing procurement authorities in the FAR, or the Federal Acquisition Regulation, the nearly 2,000 [...]

Read More →New Tools to Help You Innovate Within the FAR

Read More →New Tools to Help You Innovate Within the FAR

3 Steps to Keep Customers Happy During Times of Change

3 Steps to Keep Customers Happy During Times of Change

Just like the private sector, government agencies frequently encounter new rules, regulations, policies, and financial realities that impact the way we do business. Of course, change is never easy—and when customers feel the ripple effects of those changes, their satisfaction with an agency can waver. That’s why, during times of change, customer experience leaders should [...]

Read More →3 Steps to Keep Customers Happy During Times of Change

Read More →3 Steps to Keep Customers Happy During Times of Change

Trends on Tuesday: Are only 11% of Websites Responsive?

Trends on Tuesday: Are only 11% of Websites Responsive?

Roughly 1 in 9 (11%) websites have adopted responsive Web design, according to research conducted by Guy Podjarny in January. While the number has risen in the last 7 months, I know you’re probably a little underwhelmed by that number. But if you are one of the agencies that have gone through the process of [...]

Read More →Trends on Tuesday: Are only 11% of Websites Responsive?

Read More →Trends on Tuesday: Are only 11% of Websites Responsive?

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

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