Photo:Ashley Wichman

Ashley Wichman

Ashley Wichman is a Program Analyst in the Technology Transformation Services (TTS) at the U.S. General Services Administration (GSA) and is enthusiastic about helping teams work better together.

News and Events

69 posts

Creating a Veterans-Centered Experience Through ExploreVA

Good customer service includes user-centered design. For one digital team at the Department of Veterans Affairs, creating a veterans-centered experience started with one word: explore. The ExploreVA website provides a single location for veterans and their families to research the benefits that they may be entitled to receive. Benefits include health care, education, employment, and
May 01, 2015

Trends on Tuesday: Federal App Development Trends

Mobile apps meet real world needs. App development is not a homogenous process, however. Apple and Android devices are overwhelmingly dominant in device ownership and app development. So, we examined the Federal Mobile Apps Directory for iOS and Android offerings. We noticed a predominance
Apr 28, 2015

Are FAQs Still Relevant?

Users have questions. Your content and website navigation can help them find answers, or potentially cause frustration. One tool for answering questions is up for debate: are FAQ sections still relevant in 2015, or are they a relic of bygone days? Nielsen Norman Group recently published two articles arguing for the continued use and usefulness
Apr 27, 2015

Meeting Customer Needs Through Social Media

Social media tools can amplify your agency’s message, but they are also a meeting space for two-way conversations. They can be a key tool to resolve user issues and deliver excellent customer service. This is true for agencies in every corner of the government space. In honor of our monthly contact center theme, we reached
Apr 24, 2015

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
Apr 21, 2015

Updated: Live Blogging the Analytics Dashboard on #TaxDay

2 a.m. EDT, April 16 Looks like the traffic peak for #TaxDay was around 3:00 pm when 194,301 people were on government sites. We’re now less than one-quarter of that traffic, and the more regular patterns of top sites are reasserting themselves. We’re talking about YOU, NASA astronomy picture of the day and that wonderful
Apr 14, 2015

Multiple Languages, Single Platforms: the World Digital Library

Multilingual does not always mean multiple accounts or websites. Increasingly, multilingual content is delivered in an integrated way, with two (or more!) languages delivered on the same website, app, or social media platform. The World Digital Library (WDL) is one example of how multiple languages can be incorporated on single platforms. The WDL is a
Apr 09, 2015

Monthly Theme: How Federal Contact Centers Deliver Great Customer Service

At the end of last year, DigitalGov posted an article predicting that 2016 would be the year of the customer. Stephanie Thum, Vice President of Customer Experience at Export-Import Bank, looked at the great strides made in federal customer service in 2014 and called it the year of “planting seeds.” She then pointed to 2015
Apr 08, 2015

Sharing Social Media Strategies: The National Strategy for Trusted Identities in Cyberspace Program Office

Creating a tweet, posting a photo, or updating a status may take mere seconds. However, a well-thought-out social media strategy is needed for long-term success. In fact, the recently released U.S. Public Participation Playbook mentions strategy in its very first play: clearly define and communicate your objectives. Knowing what you hope to accomplish and how
Apr 03, 2015

Empowerment, Innovation, and Improved Health Outcomes: the Blue Button Initiative

Finding and getting access to our own health information can be a complex process. And most of us don’t really think about having our health information readily accessible until we really need it – like in the event of an emergency, or when switching doctors or traveling. Combing through stacks of paperwork and contacting providers
Mar 27, 2015

DigitalGov Monthly Theme: How Data and Code Improve Government Services

Data and code are the foundation, building blocks, and cornerstone of government digital services. They are the keys that open the door to a better digital government future and are fundamental in making government more open. No matter who you are or where you work in the federal space, data and code enable your projects
Mar 10, 2015

Busting Myths and Building Partnerships: National Drug Facts Week

Myth-busting isn’t just for television. And through a multi-faceted, tech-savvy campaign based on strategic partnerships, one federal office has found a winning strategy for combating misinformation. National Drug Facts Week (NDFW) is a health awareness week for teenagers, with the goal of debunking
Mar 10, 2015

Persona Development Case Study: NCI and Spanish Language Outreach

Government websites need to address the needs of diverse audiences. Although translations are a first step towards engaging non-English speaking audiences, the intended audience may be alienated if information is not presented in a culturally relevant way. The
Mar 02, 2015

Avoid Weak ‘Links’ in Your Digital Chain

Users don’t like surprises. Unexpected or unwanted content undermines the credibility of your agency and frustrates users who come to your website looking for specific information. Using links appropriately in your website content is one way to build trust with users, according to an article by Kara Pernice of the Nielsen Norman Group. Here’s a
Feb 25, 2015

Hear My Tweet: National Museum of American History’s #HearHistory Tweetup

DC was the Silicon Valley of the 1880’s. And Alexander Graham Bell? He was more than just a telephone man. His Volta Laboratory was the premier 19th century innovation center. The work of Bell and his contemporaries is the
Feb 23, 2015

8 New Federal-Friendly Apps and Services

Tackling technology tasks just got easier. Recently, federal agencies negotiated eight new Terms of Service (TOS) Agreements for free apps and services. DigitalGov has an extensive list of federal-friendly TOS agreements for free products, and the list is updated as new TOS agreements are created. Cyfe Cyfe, a business dashboard app, helps users monitor diverse data
Feb 18, 2015

Building Brick by Brick: Ed.gov’s Website Redesign and Mobile Implementation

Rome wasn’t built in a day. Neither are website redesigns. In line with the piecemeal responsive Web design implementation trend we recently highlighted, the new Ed.gov website redesign happened in three phases. In this case, budget limitations and existing content management systems (CMSs) influenced the decision-making
Feb 12, 2015

Saving Energy, One Green Button at a Time

Conserving energy is not a shot in the dark. Millions of people can now shine a light on their electricity usage as a result of a dynamic public-private partnership based on open data. The goal of the Green Button Initiative is to provide electricity customers with access to their energy usage data in an easy-to-understand
Feb 04, 2015

NASA Reaches New Frontiers in 3D Printing

3D printing has gone out of this world. Earlier this month, DigitalGov covered the NIH 3D Print Exchange, where 3D printing is supporting scientific learning and research. Today, we’re highlighting a project that is reaching brand new heights: NASA’s In-space Manufacturing Initiative. Self-Sufficiency in Space NASA is currently conducting 3D printing experiments aboard the International
Jan 29, 2015