Managing Digital

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

HTTPS For All

HTTPS For All

With the release of a new dashboard to measure best Web practices in the federal government and the establishment of a government-wide HTTPS Only Standard, the time to make the switch to HTTPS has arrived. Agencies have until December 31, 2016, to make the switch. The move to HTTPS is not only happening in government; […]

Read More →HTTPS For All

Read More →HTTPS For All

How Governance Supports Your Agency’s Digital Government Strategy

How Governance Supports Your Agency’s Digital Government Strategy

It seems that everyone these days is talking about “governance.” But what is it, really, and how can you make good governance usable in your agency? The federal government developed the Digital Government Strategy to deliver better Web services to the American people. The strategy is based on the notion of focusing on customers—the American […]

Read More →How Governance Supports Your Agency’s Digital Government Strategy

Read More →How Governance Supports Your Agency’s Digital Government Strategy

Trends on Tuesday: 7 Key Takeaways From Mary Meeker’s 2015 Internet Trends Report

Trends on Tuesday: 7 Key Takeaways From Mary Meeker’s 2015 Internet Trends Report

Silicon Valley analyst Mary Meeker’s annual 2015 Internet Trends report has been released and is an exhaustive analysis of the world’s digital evolution (often mobile first driven) and how it is affecting business, culture and information. Previous years’ reports have tracked emerging tech from mobile to 3D printing, and this year is no different. Here are […]

Read More →Trends on Tuesday: 7 Key Takeaways From Mary Meeker’s 2015 Internet Trends Report

Read More →Trends on Tuesday: 7 Key Takeaways From Mary Meeker’s 2015 Internet Trends Report

Taking the Pulse of the Federal Government’s Web Presence

Taking the Pulse of the Federal Government’s Web Presence

The U.S. federal government is launching a new project to monitor how it’s doing at best practices on the Web. A sort of health monitor for the U.S. government’s websites, it’s called Pulse and you can find it at pulse.cio.gov. Pulse is a lightweight dashboard that uses the official .gov domain list to measure two things: Analytics: […]

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Read More →Taking the Pulse of the Federal Government’s Web Presence

A Conversation with OMB on Customer Service

A Conversation with OMB on Customer Service

We recently sat down with Lisa Danzig, who’s leading work at the Office of Management and Budget (OMB) on the FY15 Cross Agency Priority (CAP) goal on Customer Service (CS). The CS CAP goal aims to help agencies deliver world-class customer service to citizens that’s on par with leading private sector services by streamlining transactions, […]

Read More →A Conversation with OMB on Customer Service

Read More →A Conversation with OMB on Customer Service

Getting to Know Your Users: Tips and Tricks from Veterans Affairs

Getting to Know Your Users: Tips and Tricks from Veterans Affairs

Design research isn’t rocket science. But for many of us in the federal government, it can seem daunting and unfamiliar. We’re here to to help demystify the process of design research for those of you ready to wade into the waters. We’ve both done our fair share of design researching at the Department of Veterans […]

Read More →Getting to Know Your Users: Tips and Tricks from Veterans Affairs

Read More →Getting to Know Your Users: Tips and Tricks from Veterans Affairs

Three of the Greatest Books for Customer Experience (That Aren’t about Customer Experience)

Three of the Greatest Books for Customer Experience (That Aren’t about Customer Experience)

Dennis Snow and Jeanne Bliss have always been the customer experience (CX) authorities in my mind. Dennis’s Lessons from the Mouse and Jeanne’s Chief Customer Officer were two of the first books I read that described what the practice of customer experience looked like in the halls of Fortune 500 companies like Lands End and Microsoft, […]

Read More →Three of the Greatest Books for Customer Experience (That Aren’t about Customer Experience)

Read More →Three of the Greatest Books for Customer Experience (That Aren’t about Customer Experience)

StudentAid.gov: Using Data to Empower Borrowers

StudentAid.gov: Using Data to Empower Borrowers

It’s been a while, but in previous posts, I described what we’ve learned from operating StudentAid.gov, the U.S. Department of Education’s Office of Federal Student Aid website created to educate students and borrowers about the federal student aid programs and process and help them make informed decisions about financing college and career school. We first […]

Read More →StudentAid.gov: Using Data to Empower Borrowers

Read More →StudentAid.gov: Using Data to Empower Borrowers

5 Crucial Steps for Conducting an Effective Customer Interview

5 Crucial Steps for Conducting an Effective Customer Interview

When focusing on customer experience, we all know that we need to truly understand our customer if we expect to provide them with an enjoyable experience. In an effort to do so, organizations often jump right to a survey to identify their customers’ needs and wants. While surveys are a great first step to understanding […]

Read More →5 Crucial Steps for Conducting an Effective Customer Interview

Read More →5 Crucial Steps for Conducting an Effective Customer Interview

DigitalGov Citizen Services Summit 2015: Open Innovation and Collaboration

DigitalGov Citizen Services Summit 2015: Open Innovation and Collaboration

Digital innovators from across government were asked to think of technology as digital service for their country at today’s DigitalGov Citizen Services Summit. The theme of this year’s Summit was “open.” The agenda was packed with presentations about how “opening” data, content, contracts and talent makes digital citizen services better, more effective or even cheaper.  A […]

Read More →DigitalGov Citizen Services Summit 2015: Open Innovation and Collaboration

Read More →DigitalGov Citizen Services Summit 2015: Open Innovation and Collaboration

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