Managing Digital

Extreme Makeover: GC News Release Edition

Jan 23, 2014 |

The Government of Canada (GC) is retiring the traditional news release format in favour of a more digital-friendly product that makes the key messages of announcements clearer, quick facts more accessible and integrates more effectively with social media channels. The old style Read »

Government CX: Finding the Metrics that Matter

Jan 13, 2014 |

Customer experience (CX) is an emerging area of focus within government. My role as Vice President of Customer Experience at the Export-Import Bank speaks to this reality. Our agency’s customers and partners consist of U.S. exporters, financial services institutions, insurance brokers and foreign buyers of U.S. products and services. All play a key role in Read »

Three Concepts for Excellence in Contact Centers

Jan 10, 2014 |

Using contact centers to deliver digital services is an emerging area in government. Due to the growth of online services, centers receive more attention and represent an important touch point for customers. When you need to speak directly with someone to get help or resolve an issue, it must be a good experience. This reflects on Read »

Top 8 Best Practices for Federal Contact Centers

Jan 9, 2014 |

  1. Meet all Laws, Requirements, Policies, and Directives for Federal Contact Centers Understand and follow all Privacy, Security, Disability, and Service Contract Act requirements. 2. Use Performance Metrics to Influence Business Rules and Drive Improvements Develop Key Performance Indicators/Metrics (see Performance Goals). CSLIC could be used as a start. 3. Develop and Use a Comprehensive Quality Assurance Program Monitor quality.
 Read »

Trends on Tuesday: Federal Agency Mobile Gov Trends in 2013

Dec 31, 2013 |

Today we want to tell you about the federal agency trends we saw this year in the development of public facing mobile products. Digital Government Strategy drove Mobile Gov Development Digital Government Strategy milestone 7.2 required agencies to implement two public facing mobile products in May. The White House highlighted Read »

The Nuance Between Customers and Partners

Dec 20, 2013 |

Before you can create your customer experience (CX) strategy, you have to answer the key question: Who are your customers? Consider the concept that among the groups you interact with internally, you could be their customer, they could be your customer, or you Read »

Citizen Needs Come First for UK Websites

Dec 19, 2013 |

We have long believed that “governments learn best from other governments” and encourage far-ranging discussions with experts from other countries, as well as state and local governments. An example of this came to fruition when Michael Bracken, creator and director of the United Kingdom’s Government Digital Service, spoke to Read »

9 Reasons Your Agency Should Have A CMS

Dec 12, 2013 |

Why Invest in a Content Management System? Does it take too long to update and post digital content? Do you lack consistent branding across your website(s)? Is outdated, redundant content leading to a poor customer experience? Does your agency website show up too far down in search results? Are you Read »

Step away from the PDFs!

Dec 6, 2013 |

Every year, one of our office’s biggest projects is to prepare the Information Sharing Environment Annual Report to the Congress. This report examines the progress of Congress’s mandate in the Intelligence Reform and Terrorism Prevention Act of 2004 to develop a better environment of terrorism-related information sharing. Read »

State CIO Top Ten Policy and Technology Priorities for 2014

Nov 22, 2013 |

Security, consolidation, cloud services and enterprise portfolio management top the list of critical state CIO priorities in 2014, according to state information technology leaders surveyed by the National Association of State Chief Information Officers (NASCIO). The prioritized rankings of strategies and technologies reflect voting by state CIOs and are Read »

Great Customer Experience through Open Dialogue

Nov 20, 2013 |

While we think about the audience, we don’t often map out the experience we want them to have when using our services. This is critical information for the design. In other cases, we may not have the data to analyze existing customers’ Read »

5 Tips for Communicating Technical Information: iPad Pilot

Nov 12, 2013 |

“The difference between the right word and the almost right word is the difference between lightning and the lightning bug.” — Mark Twain It’s simple—you’re the technical expert; you know the topic inside out, so of course you can easily explain it to a captive audience. Right? Not always. Communicators in every industry know that message Read »

Sharing Information Across and Within Organizations Shouldn’t Be Challenging!

Nov 4, 2013 |

Are you involved in a collaborative project where you need to share information? Whether it is within an organization across units or external to an organization – across agencies, or levels of government – sharing of information can be fraught with challenges. The Center for Technology in Government, (CTG) University at Albany, New York has released Read »

Creative Challenge Contests

Oct 31, 2013 |

Multimedia, Photo, Poster, Design Challenge and prize competitions are one path that federal agencies take to drive innovation and solve mission-centric problems—whether technical, scientific, or creative. Creative competitions include multimedia, photo, poster, and design competitions. Here you’ll find tips on running a creative challenge, resources, examples, and information about online platforms you can use to Read »

Federal Contact Center Regulations & Directives

Oct 28, 2013 |

Contact centers operated and managed by federal agencies have to follow certain laws, regulations, policies, and other directives. Unless specifically noted, contact centers operated and managed by states or local governments do not have to comply with these same requirements. Access for People with Disabilities (Section 508) Federal contact centers must comply with Section 508 Read »