Monthly Theme

Designing in the Open Training Recap

May 16, 2014 |

During the recent redesign of Data.gov, the team developed a process that helped them respond to public feedback, track the actions and hold themselves accountable. In a DigitalGov University webinar, “Designing in the Open—Public Participation in Government Web Design,” Phil Ashlock, chief architect at Data.gov, and Jeanne Holm, Data.gov evangelist, shared how integrating feedback from Read »

Because It’s Hard

May 7, 2014 |

Two years ago, federal agencies were set on a fast track to create a 21st century digital government. The Federal Digital Strategy served up a heaping set of deliverables on a tight timeline. Agencies opened data sets, Read »

Trends on Tuesday: What’s Your Agency’s Mobile Strategy?

May 6, 2014 |

Here’s a statistic that might surprise you: 28% of Chief Information Officer (CIO)s in the private sector admitted in a survey they don’t have a plan for mobile technology. They cited compliance issues as a factor preventing their organizations from taking Read »

Government Open and Structured Content Models Are Here!

May 5, 2014 |

Smartphones, tablets, Twitter, Facebook, Instagram, not to mention your agency’s desktop website, are all clamoring for information, but sliced and diced in different ways. How can you make your content adaptive for efficient delivery to all of these mediums? Structured content and open content models can help you create content that Read »

Improving Contact Center Performance with Contract Incentives: Dos and Don’ts

May 1, 2014 |

“In business, words are words, explanations are explanations, promises are promises, but only performance is reality.” Harold S. Geneen As government contact center managers, we dream of having contact center contractors who regularly exceed our performance expectations. One way to motivate your contractor to excel is by including financial incentives/disincentives directly into your contact center contract. Read »

Need Help Responding to Facebook & Twitter Questions? Use Your Contact Center Customer Service Experts

Apr 30, 2014 |

Government agencies are always looking for better ways to connect with their audiences while making more effective use of existing (or shrinking) resources. To that end, many agencies—including ours, the National Cancer Institute—have begun to use social media platforms to help serve the communications mission. As these tools have become more widely used, NCI’s Contact Read »

Trends on Tuesday: How Contact Centers are Adapting to the Mobile User

Apr 22, 2014 |

While it does provide challenges, anytime, anywhere digital government provides numerous opportunities for contact centers to do business more effectively. According to this study by Compare Business Products, one of the most important impacts for contact centers is that smartphone users can now connect with contact centers via voice calls, SMS messages, Internet pages, social Read »

Customer Satisfaction: Innovating with Lack of Resources

Apr 21, 2014 |

As government contact centers, we all face financial and technological constraints in our pursuit to improve the customer experience. One challenge faced by many contact centers is staffing limitations to handle the volume of incoming customer traffic. There are barely enough employees to operate phones, let alone work on meeting or exceeding the organizational customer Read »