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 [...]
Bringing it all together: Governance, Strategy & Policy, Contact Centers
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.
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 [...]
Outdated development practices and narrow interpretations of acquisition regulations have prevented the federal government from taking advantage of technologies that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 [...]
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 [...]
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 [...]
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.