Product and project management

News and Events on Product and project management

452 posts

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.
Sep 30, 2014

New Tools to Help You Innovate Within the FAR

Outdated development practices and narrow interpretations of acquisition regulations have prevented the federal government from taking advantage of technologies that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
Sep 19, 2014

3 Steps to Keep Customers Happy During Times of Change

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
Sep 12, 2014

What is a “Customer Centric” Culture – Part 2

Since April of 2011 when President Obama signed Executive Order 13571 mandating agencies improve the quality of service they give to the public, agencies have been working through strategies to best fulfill this task. We at GSA’s Office of Citizen Services and Innovative Technologies (OCSIT) were no exception. Back in September of 2013, we wrote
Aug 06, 2014

Should Your Agency Be Offering Chat Service?

Live Web chat is an important component of good customer service. People like having the option of talking with an agent in real-time without having to pick up the phone. While live chat is not widespread, several agencies have shown great success in serving the public through this alternative channel. At a recent Government Contact
Jul 28, 2014

The API Briefing: The Census Bureau’s Discovery Tool – Find the Right API for Your App

The Census Bureau recently released a “machine-readable dataset discovery service” that lists 41 Census data sets. It’s in spreadsheet form and gives a description of the datasets along with links to the API and developer documentation. What makes the discovery service machine readable is that’s based on Project Open Data’s “Common Core Metadata Schema” that
Jun 25, 2014

Hacking the Bureaucracy One Task at a Time

Are you having trouble getting training or professional development opportunities? Federal employees can gain access to a variety of professional development opportunities and work on digital projects across the government through the Open Opportunities program.
Jun 23, 2014

Government CX: Where Do You Find the Right Foundational Metrics?

Customer service. Customer satisfaction. Improving the customer experience. These buzzwords have become well-trodden territory among government strategists as a new wave of agencies attempt to ignite—or reignite—a focus on customers. Of course, putting customers first is a worthy goal. But what, exactly, do we mean when we use words like “service” and “satisfaction”? These terms
Jun 16, 2014

Overcoming Barriers—DigitalGov Summit Recap

As government innovators, we work to improve public services every day. In essence we are already in a public private partnership. But how can your agency capitalize on existing public private partnerships to engage citizens and enhance services? Four panelists from across government shared their public private partnerships success stories at the DigitalGov Citizen Services
Jun 05, 2014

The Importance of Cross-Channel Customer Service—DigitalGov Summit Recap

During the DigitalGov Citizen Services Summit last Friday, customer service experts from across government came together on a panel to share what customer service means to them and their organization and specific ways they leverage it. The other panels were on performance analysis, public private partnerships, and inter-agency work. The panelists spoke about the strategies
Jun 05, 2014

Harnessing the Power of Many—DigitalGov Summit Recap

At the DigitalGov Citizen Services Summit last Friday, Jacob Parcell, Manager, Mobile Programs at the General Services Administration led a panel on the challenges and benefits of Inter-Agency work. The other panels were on performance analysis, customer service across channels, and public private partnerships. “The challenges are real,” said Parcell, who quoted President Obama’s famous salmon
Jun 03, 2014

Turning Data Into Action—DigitalGov Summit Recap

At the DigitalGov Citizen Services Summit last Friday, more than 200 innovators across government and industry came together to share how digital services can improve citizen services and reduce cost. Four panels convened to share information on performance analysis, customer service across channels, public private partnerships and inter-agency work. We have a recap of the
Jun 03, 2014