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DigitalGov University 2015 Training Watch

DigitalGov University 2015 Training Watch

Performance Analytics for Social Media Decision Making. Creating Adaptive Content. Usability Testing. These are just some of the areas of programming we are putting together. After taking a look at the most widely attended events in 2014, we decided to gather ideas we received from community and program leads for our 2015 events lineup through […]

Read More →DigitalGov University 2015 Training Watch

Read More →DigitalGov University 2015 Training Watch

Training Trends in 2014

Training Trends in 2014

In recent years, DigitalGov University (DGU) has evolved from a prescriptive training program to a more agile program looking to federal government leaders like you to share the innovations, tools, resources, hurdles and case studies of how you work to meet the digital expectations of the 21st century citizen customer better. Whew. That’s a mouthful. […]

Read More →Training Trends in 2014

Read More →Training Trends in 2014

Last Chance: Submit Your Summit Idea

Last Chance: Submit Your Summit Idea

You might remember in the post Crowdsourced Digital Citizen Services Summit we said “Go to Citizen Services Summit 2015. Go there now!” Well if you haven’t yet, there is still time to go there and propose a session, idea, or speaker. Anyone can propose a session. We’re accepting proposals through the end of January. And, […]

Read More →Last Chance: Submit Your Summit Idea

Read More →Last Chance: Submit Your Summit Idea

Walking in Our Customers’ Shoes

Walking in Our Customers’ Shoes

The General Services Administration’s (GSA’s) focus on customer experience can be traced back to its inception on July 1, 1949, when President Truman created a new federal agency to manage and store government records, handle emergency preparedness, and stockpile strategic supplies for wartime. While our customer focus has stayed with us, GSA’s mission has morphed […]

Read More →Walking in Our Customers’ Shoes

Read More →Walking in Our Customers’ Shoes

15 Government Customer Service Trends for 2015

15 Government Customer Service Trends for 2015

With public expectations at an all-time high, and trust in government nearing all-time lows, agencies need to step up their game. Veterans, seniors, students, taxpayers—all Americans—deserve the best service from their government. Here are our predictions for how the federal government will improve customer service in the coming year: 1. Many agencies will create a […]

Read More →15 Government Customer Service Trends for 2015

Read More →15 Government Customer Service Trends for 2015

From Elephant to ELK: How We Migrated Our Analytics System to Elasticsearch

From Elephant to ELK: How We Migrated Our Analytics System to Elasticsearch

As I mentioned in a recent blog post about image search, we’re avid users of Elasticsearch for search. We also recently ported another vital part of our system to Elasticsearch: analytics. This post is a technical deep dive into how our analytics system works, and specifically how and why we used Elasticsearch to build it. Background DigitalGov Search is […]

Read More →From Elephant to ELK: How We Migrated Our Analytics System to Elasticsearch

Read More →From Elephant to ELK: How We Migrated Our Analytics System to Elasticsearch

From Taste-Testers to Explorers: Developing Personas for Open Opportunities

From Taste-Testers to Explorers: Developing Personas for Open Opportunities

Being customer-focused means doing the gumshoe work of research and rounds of analysis to find gold by understanding user goals. For the task-based innovation network, Open Opportunities for DigitalGov, that meant developing personas in order to overcome our own biases and learn about the different motivations of our participants. In this article, we’ll talk about […]

Read More →From Taste-Testers to Explorers: Developing Personas for Open Opportunities

Read More →From Taste-Testers to Explorers: Developing Personas for Open Opportunities

Follow the Clicks: A Look at Click-through Rates on Government Websites

Follow the Clicks: A Look at Click-through Rates on Government Websites

How important is it to show the most relevant result at the top of your search results page? Very. Searchers expect to find what they’re looking for quickly and easily—and without scrolling—when they search on government websites. If a Web page isn’t “above the fold” as one of the first listings on the first results […]

Read More →Follow the Clicks: A Look at Click-through Rates on Government Websites

Read More →Follow the Clicks: A Look at Click-through Rates on Government Websites

DigitalGov University is Making Changes Thanks to You

DigitalGov University is Making Changes Thanks to You

DigitalGov University took the pulse of our participants this spring and found that our audience wants more information about events, wants us to better communicate the value of programs and wants more access to our programs. DigitalGov University (DGU) is a platform for feds to share ideas, experiences and techniques to meet 21st century public […]

Read More →DigitalGov University is Making Changes Thanks to You

Read More →DigitalGov University is Making Changes Thanks to You

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