Managing Digital

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

USA.gov in Beta: Tell Us What You Think

USA.gov in Beta: Tell Us What You Think

Thirteen years in digital is an eon, and on the eve of its 13th birthday, we at USA.gov found ourselves reckoning with a mid-life crisis. In the thirteen years since Firstgov.gov was launched (and ten years for FirstGov en Español), the sheer volume and sophistication of government websites has exploded. We’ve seen Web customers evolve […]

Read More →USA.gov in Beta: Tell Us What You Think

Read More →USA.gov in Beta: Tell Us What You Think

DigitalGov’s Inaugural Podcast: How IVR Supports Contact Centers

DigitalGov’s Inaugural Podcast: How IVR Supports Contact Centers

​DigitalGov University has added podcasts to our suite of offerings on DigitalGov, featuring interviews and discussions with leaders in the DigitalGov community. For the first edition, we talked to Diane ​Devera, “Voice of the IVR” for the USA.gov Contact Center. In this 10 minute discussion with Jacob Parcell, Manager of Mobile Programs, Devera discusses several […]

Read More →DigitalGov’s Inaugural Podcast: How IVR Supports Contact Centers

Read More →DigitalGov’s Inaugural Podcast: How IVR Supports Contact Centers

How Much Will My Agency’s Contact Center Cost?

How Much Will My Agency’s Contact Center Cost?

The federal government has caught the customer experience bug. We want our customers to complete their tasks with minimal effort using a streamlined process. If they need personal help, we want it to be quick, polite, and provide the best answer. But that personal help frequently requires a team of highly skilled, dedicated people—a contact […]

Read More →How Much Will My Agency’s Contact Center Cost?

Read More →How Much Will My Agency’s Contact Center Cost?

Lessons Learned from 4 Decades in Federal Contact Centers

Lessons Learned from 4 Decades in Federal Contact Centers

For more than 40 years, Warren Snaider has been working at the General Services Administration providing government information to the public. A Senior Federal Information Specialist, Snaider has witnessed government contact centers evolve as technology has changed the way people communicate and access information. Snaider first joined the Federal Information Center in Sacramento in 1972. […]

Read More →Lessons Learned from 4 Decades in Federal Contact Centers

Read More →Lessons Learned from 4 Decades in Federal Contact Centers

Cross-Agency Collaboration Is the Key to Reaching Millions

Cross-Agency Collaboration Is the Key to Reaching Millions

This story begins with a post about reverse mortgages, but don’t worry: we won’t go into the world of complex home loans. Rather, this is a story about how one federal agency is partnering with another to amplify its content and reach millions of people online—and why more agencies should do the same. Many federal […]

Read More →Cross-Agency Collaboration Is the Key to Reaching Millions

Read More →Cross-Agency Collaboration Is the Key to Reaching Millions

Announcing Speakers and Agenda for the 2015 Summit

Announcing Speakers and Agenda for the 2015 Summit

We are busting at the seams with excitement because the DigitalGov Citizen Services Summit is less than a month away! Today we are announcing the working agenda and confirmed speakers. The Summit, which will be taking place on Thursday, May 21, 2015 from 9 am-1 pm, has an all-star lineup that was put together with […]

Read More →Announcing Speakers and Agenda for the 2015 Summit

Read More →Announcing Speakers and Agenda for the 2015 Summit

Trends on Tuesday: The Total Market  Approach

Trends on Tuesday: The Total Market Approach

Your audience is not homogenous. No matter the agency, target audiences are not only diverse, they are diverse on a multitude of factors. Recently, evolving trends in multicultural marketing have gained attention as organizations adjust their marketing and outreach strategies to meet 21st century realities. Marketers who recognize the need for a coherent, effective multicultural […]

Read More →Trends on Tuesday: The Total Market Approach

Read More →Trends on Tuesday: The Total Market Approach

The Ex-Im Bank Annual Conference:  A Valuable Tool in the Government CX Toolbox

The Ex-Im Bank Annual Conference: A Valuable Tool in the Government CX Toolbox

It can be easy to forget that customer experience (CX) improvement efforts within the government sphere aren’t limited to surveys, journey maps, analytics, big data, apps, and technology. Watching Export-Import Bank’s Annual Conference come together, I’m reminded of the fundamental role that interpersonal communication plays in improving customer experience, from the front line of our […]

Read More →The Ex-Im Bank Annual Conference: A Valuable Tool in the Government CX Toolbox

Read More →The Ex-Im Bank Annual Conference: A Valuable Tool in the Government CX Toolbox

Government Contact Center Round Up

Government Contact Center Round Up

The Government Contact Center Council (G3C), led by GSA’s Tonya Beres, has been working with DigitalGov University to host events for the contact center community across the federal government. This year they hosted events and posted articles that will help you get a contact center up and running, make up-to-date changes to meet 21st century […]

Read More →Government Contact Center Round Up

Read More →Government Contact Center Round Up

Attend the DigitalGov Summit – Virtually, or Host an Expo Table

Attend the DigitalGov Summit – Virtually, or Host an Expo Table

Sign up now to watch the DigitalGov Summit from the comfort of your desk! We are excited to announce that although we’ve sold out in-person attendance for the DigitalGov Citizen Services Summit, we have just opened up registration to attend virtually. Virtual attendance will be an awesome way to experience the event with extras not […]

Read More →Attend the DigitalGov Summit – Virtually, or Host an Expo Table

Read More →Attend the DigitalGov Summit – Virtually, or Host an Expo Table

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