Meeting customer needs can be done, no matter what agency you represent. A panel discussion at the 2015 DigitalGov Citizen Services Summit delved into customer experience (CX) work at three agencies with diverse missions. Andrew Hughey, Product Development Director at the Internal Revenue Service (IRS), moderated the panel that featured Stephanie Thum, Vice President of Customer Experience at the Export-Import Bank of the United States (Ex-Im Bank), and David Simeon, myUSCIS product manager for U.
No one likes to be told no. This is especially true at work, when you’re moving toward something that you feel is in the best interest of your customers. But so often in government, our forward progress gets slowed down by others in our organization who we think “just don’t get it”—namely those in content, legal, procurement and security. A group of self-proclaimed naysayers came together to dispel myths and share advice to help everyone work together, during a panel discussion at the second annual DigitalGov Citizen Services Summit, held in May.
How can government protect citizens while delivering the services they demand in the modern age? This was a theme of the panel discussion on privacy and identity management at the 2015 DigitalGov Citizen Services Summit. “Cybersecurity has really come a long way in the last 10 years, unifying the conversation about risk across organizations,” said Sean Brooks, panelist and privacy engineer at the National Institute of Standards and Technology (NIST), “but privacy has really lagged behind.
The Internet of Things is already here. How will we prepare for the Internet of Everything? David Bray, Chief Information Officer at the Federal Communications Commission, and Eisenhower Fellow, spoke about the IoT, IoE, and the need for change agents during the 2015 DigitalGov Citizen Services Summit. Bray argued that the IoT is already here, with devices like smartphones and FitBits widely used. As we move towards the IoE, when everything is connected, Bray asked attendees to consider the implications of IoE on what we do in public service.
Seven million dollars is a big price tag. That is the amount Forbes predicts organizations will spend on analytics-related initiatives in 2015, according to a recent report. While government agencies may not have big budgets for data analysis, we do have tons of data—survey data, usability data, campaign data—that should be leveraged to drive decisions. This idea was the subject of a panel discussion during the second annual DigitalGov Citizen Services Summit, held in May.
Who do you need to bring to the table to make a better world? In May, Megan Smith, Chief Technology Officer of the United States, delivered the keynote address at the 2015 DigitalGov Citizen Services Summit. She encouraged attendees to find ways of unlocking potential through collaborations from both within and outside of government. “We have extraordinary teammates across government,” Smith said. “It’s one of the coolest things. I just came here in September from Silicon Valley.
DigitalGov Citizen Services Summit: Reflections from Our Livestream Host, and Full Recording Now Available!
The second annual DigitalGov Citizen Services Summit was held at GSA headquarters in Washington, DC on May 21. This year’s Summit sold out early to in person attendees, attracted nearly 1,200 folks to sign up, and for the first time a live stream was offered for online viewers across the country. I was honored to serve as this year’s virtual livestream host for the Summit. We’ve kicked off the #DigitalGov15 Summit with @USCTO @jakegab @gwynnek @PSChrousos!
[metaslider id=274602] 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 diverse array of topics were addressed, including privacy and identity management, 3D printing, and agile methodology.
Mobile-friendliness is a must for government. We know there are a number of agencies who have mobile-friendly digital products that we don’t know about, and they deserve their day in the sun. We need your help to find them. So today, at the DigitalGov Citizen Services Summit you will find the MobileGov Community of Practice Expo Table, where we are kicking off the Great Federal Mobile Product Hunt. The mission of the hunt is simple—find the mobile apps or websites not listed on the registry.
The DigitalGov platform helps federal agencies meet 21st century digital expectations, and we’ve planned our second DigitalGov Summit with this mission and your needs in mind. The theme is open and the agenda is packed with presentations about how “opening” data, content, contracts and talent makes digital citizen services better, more effective and even cheaper. Attending Virtually For our Summit this Thursday, we have an amazing line up of speakers and YOU can still sign-up to attend.
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 help from you and the Summit Sounding Board. This timely program includes:
Sign up now to watch the DigitalGov Summit “Spring 2015 DigitalGov Citizen Services 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 offered to in-person attendees. Bernetta Reese from the U.
Here’s another other opportunity to show DigitalGov innovators what you got! The spring Digital Citizen Services Summit “Spring 2015 DigitalGov Citizen Services Summit”) will host an expo, like we did in 2014, where you can showcase your program or service. This way participants will get a chance to meet the people behind innovative programs across the federal government and explore collaborations and knowledge sharing with you. We are inviting you to submit information about the project you want to showcase for a chance to exhibit.
Thanks to your awesome input on the Citizen Services Summit agenda and the rallying of the Summit Sounding Board, we now have more than 70 ideas and 50 comments on those ideas. Vote early and Vote often! We’ve opened up the voting floodgates for these 70 ideas until February 28th! Now you can help choose programming by voting and commenting on the ideas you want to see make it on the agenda.
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 DigitalGov University (DGU). We’ve identified primary needs in each community, but this is just the top of the line-up because we will continue to offer just-in-time training on the things you need when you need it.
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, while you can add your proposed topic anonymously, if you create an account, you’ll be able to edit or add to your suggestion and get feedback from us.
In May 2015, we’re hosting the second DigitalGov Citizen Services Summit “Spring 2015 DigitalGov Citizen Services Summit”). This round we are looking to you—federal innovators across government—to help build the agenda. We want to get you the information you need, ignite discussion, foster sharing, build capacity, even get you to challenge and debate each other in the name of delivering better digital services. So, we’ve set up a crowdsourcing platform where you can suggest presentation ideas and vote for your favorites.
We had a GREAT DigitalGov Citizen Services Summit today. There were more than 200 digital innovators from across government and industry working to build the 21st century government the public expects. The four panels focused on performance analysis, customer service across channels, inter-agency work, and public private partnerships. Here’s what you missed in a short highlight video. [youtube=http://www.youtube.com/watch?v=EIWwnomPxo4&w=600]