For the past couple of years, the Peace Corps has used online-based intercept surveys on peacecorps.gov to measure user satisfaction. The data captured over time has been interesting, but has not varied much month-to-month, which has made it difficult to translate insight into actionable enhancements on the website. In order to get more out of the user satisfaction data, we developed a framework that applies statistical models to the data collected that identify key performance indicators (KPIs) that have the greatest likelihood to increase overall user satisfaction.
Joel Minton, a member of the U.S. Digital Service, is working with GSA’s Technology Transformation Service as the director of login.gov. Tom Mills is the Chief Technology Architect at U.S. Customs and Border Protection. In early April, the U.S. Digital Service and 18F launched login.gov, a single sign-on solution for government websites that will enable citizens to access public services across agencies with the same username and password. Login.gov is currently in action at the U.
Since 2007, a major consulting firm has conducted an annual survey on organizations’ “Digital IQ.” In the ten years of organizations grappling with digital transformation, what has been learned? From the report: Focus on the human experience [emphasis in the original]: Rethink how you define and deliver digital initiatives, consider employee and customer interactions at every step of the way, invest in creating a culture of tech innovation and adoption, and much more.
Twitter is more than just a platform for sharing news and updates: it can be a tool for directly communicating with your community and understanding what is important to them. One way you can connect with your Twitter audience is by hosting a Twitter Chat. They can be a good way to discuss key topics, raise awareness, and exchange knowledge and resources between you and the community. Several HIV organizations host Twitter chats on health topics, during HIV awareness days relevant to their community, and/or during HIV/AIDS conferences.
In December, I plan to write two postings detailing a scenario analysis for the next ten years of the Federal government’s data technologies. Governments are on the cusp of amazing technological advances propelled by artificial intelligence, blockchain technologies, and the Internet of Things. Also, governments will face new challenges such as the recent global cyber attack that took down Twitter and Netflix. I want to invite you, the reader, to also send in your predictions for the future of Federal government data.
During National Customer Service Week, it’s a great time for organizations across industry and government to celebrate putting customers at the center of our work and to think about what we can do to improve our customers’ end-to-end experiences. When you think this big, it can be a little daunting, but the good news is that we’re doing a lot, and a simple shift in mindset can get us much further.
Understanding our Veterans and their unique needs and experiences is at the heart of creating a more Veteran-centered VA. By listening to their voices and the stories they share, we can design services and experiences that meet the needs of Veterans. Taking a step towards a deeper understanding of our Veterans, in the fall of 2014, the Veteran’s Affairs Center for Innovation (VACI) launched its second Human-Centered design research program.
Social Security joins you and your family in celebrating Hispanic Heritage Month, which runs from September 15 to October 15. We know the contributions of Hispanics can be traced to before the origins of the United States with the discovery, exploration, and naming of many places in our nation, such as state names like California, Colorado, and Texas and city names like San Antonio, Santa Barbara, and Boca Raton. Hispanics have influenced every facet of life, from language to our cultural development.
When you want to do a usability test, sometimes you have to step out of your comfort zone and get creative to get the job done. That’s just what happened to us. We’re well practiced at usability testing at USAGov—in person, remote, hallway tests, first-click tests—all of these things we manage without blinking an eye. But this spring, we tried something new. Our office was planning to make some changes to our IVR script.
Earlier this week, I shared with my colleagues at EXIM the results of our 2016 export credit insurance customer survey. This is the third consecutive year that our largest customer segment has been asked to share their feedback with us. We appreciate knowing, through our customers’ eyes, how we are doing on our agency’s strategic goal to improve the ease of doing business. But what strikes me as most compelling is the story that has emerged over the past three survey years about our customers’ business outcomes and what they have achieved, in part, with EXIM’s help.
Have you been hearing the terms “Customer Experience” or “CX” a lot lately? Maybe you’re wondering how they relate to customer service, or maybe you want to learn more about CX and how it can help your customers. Whether you directly interact with customers, support front line employees, or manage program operations, your work has an impact on your agency’s customers. And it’s very important that excellent customer service be at the forefront in the federal government because we impact so many lives.
It is at the intersections of fields where you find the most fascinating and innovative concepts. Recently, a conference on “Open Human Resources and the Cognitive Era” explored the use of chatbots and blockchain technologies in human resources. Human Resources (HR) is quietly undergoing a revolution as many HR practitioners are transforming HR by using open source concepts. It is fascinating to see how cognitive technologies and cloud technologies are changing HR from a transactional and compliance function to an essential strategic organizational asset.
If you were to spend any time with me in the kitchen, you would often find me searching out substitutions for ingredients that I don’t have on hand or have to drive 100 miles to find. I don’t want to abandon the recipe, so I substitute instead. I find that in the world of internal government IT systems, recipes for success are hard to come by. So, what do I do?
Ten months ago, I wrote about the rise of the post-app world in which mobile personal assistants would do the work of five to 10 apps combined. These mobile personal assistants, now known as chatbots, would work through conversational interfaces (voice and instant messaging, for example). The idea is to build more natural interfaces for people to access information services and perform complicated online tasks. Facebook has now joined in the new conversational commerce marketspace along with Google and Apple.
Customer experience, or CX, is everywhere these days. Companies tout how they’re improving the customer experience with faster service, greater convenience or better products. If you’re wondering how customer “experience” differs from customer “service,” customer service usually involves a single interaction, such as a phone call to your cable company, while the customer experience encompasses the entire relationship, e.g., from how you originally selected your cable company, to their service throughout the course of your entire relationship with them.
Three years ago, GSA’s Office of Citizen Services and Innovative Technologies (OCSIT) set out to design a system to consistently measure customer satisfaction across our office. We were inspired by the Digital Government Strategy, which tasks agencies to adopt a customer-centric approach to service delivery. Armed with tools such as the Digital Analytics Program (DAP), which offers guidance on common customer satisfaction metrics, we developed a Government Customer Experience Index (GCXi) for OCSIT.
OMB’s Lisa Danzig, who co-leads the Cross Agency Priority (CAP) Customer Service Goal with Carolyn Colvin, from the Social Security Administration, shared a status update on the CAP goal work they’ve done since we last spoke with her, earlier this year. Background When the public comes to the federal government for information and services, they should receive an optimal customer experience. The Customer Service CAP goal spells out specific strategies to help us achieve this.
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.
Get your customer personas right, and you will improve the customer experience (CX) for the rest of your audience. That’s advice Rick Parrish from Forrester Research gave in response to an audience question during the September 29 DigitalGov University webinar on the state of CX in the federal government. Your key customers are those that are most important to the organization, and often most difficult to serve, he explained.
Launched just three years ago, the Digital Analytics Program (DAP) continues to drive the 2012 Digital Government Strategy’s mission to improve the citizen experience by streamlining the collection and analysis of digital analytics data on a federal government-wide scale. The DAP officially launched on October 15, 2012 with a release of its first version of the government-wide Web analytics code. The first agency to implement DAP was the Department of Interior, on doi.
In 1992, Congress passed Public Law No: 102-481, which proclaimed the first full week in October as National Customer Service Week. Customer service is also a Cross-Agency Priority (CAP) Goal, tasking agencies to “deliver world-class customer services to citizens by making it faster and easier for individuals and businesses to complete transactions and have a positive experience with government.” Federal agencies are encouraged to participate in Customer Service Week, to share how you’re working to improve service, and to recognize your agency’s customer service stars.
Customer experience is about making sure needs are met. It’s certainly not a new concept for business; every bookstore has a customer service section. Government agencies are slightly different though. Often people are driven to public services by need or regulation, not choice. Government traditionally didn’t need to court positive attention. The increasing prominence of digital communication and the ability to shine a light on perceived and real inabilities to meet needs means a renewed emphasis on customer service.
Help us celebrate the Everyday Heroes in our agencies during Customer Service Week, October 5-9, 2015. In 1992, Congress passed Public Law No: 102-481, which proclaimed the first full week in October as National Customer Service Week. The Principles and Practices Subgroup of the Customer Service Cross Agency Priority (CAP) Goal has started work on a Customer Service Week Toolkit which will feature sample social media posts, pictures to share on social media and agency websites, and posters to display in offices.
Customer Experience (CX) deserves a voice at an agency’s senior levels. Putting CX at the forefront of policy-making decisions will have the most positive impact for customers. Elevating CX is how the Department of Education’s Federal Student Aid (FSA) champions the 22 million applicants seeking $150 billion in education loans each year. Brenda Wensil, Chief Customer Experience Officer at FSA, shared her insights with DigitalGov University in a July 28, 2015, webinar about the establishment of the FSA CX Team.
Cross-Agency Priority (CAP) Goals prioritize activities that all agencies must tackle each year. An important CAP Goal for 2015 addresses customer service and compels federal agencies to improve the quality of service the public receives from the federal government. To build on the momentum of this goal, the government Customer Experience Community of Practice (CX-COP) was launched in early 2015. The CX-COP supports collaboration and sharing among government customer experience practitioners.
In June, the new Customer Experience Community of Practice (CX-COP) hosted Jonathan Stahl, Executive Director of Ballpark Operations and Guest Experience of the Washington Nationals, to share best practices on how to deliver a great customer experience. Below are four insights he shared. Develop and Share Core Values The Nationals’ core organizational values are excellence, performance and accountability. The core values are posted prominently wherever employees gather, such as break rooms, on the way to the field, and in offices.
To provide great customer service, bring your agency’s customers to the table. This is one of many insights recently offered by Stephanie Thum, Vice President of Customer Experience at the Export-Import Bank of the United States. Thum has previously written about customer experience for DigitalGov, including Three Ways to Evolve Your Agency’s Customer Mindset and the forward-looking Will 2016 Be the Federal Government’s ‘Year of the Customer?’ In May, Thum sat down with DigitalGov to dig deeper into the federal customer experience (CX) landscape.
Earlier this year, we published 15 Government Customer Service Trends for 2015. We’re halfway through the year now—how are these trends holding up? 1. Centralized Customer Offices A few agencies have created centralized customer offices, while others question the need for a single organization that focuses on the customer. As the public’s overall satisfaction with the federal government continues to fall, a single organization can monitor customer feedback from across the enterprise to identify and address problems with the customer experience (CX).
We recently sat down with Lisa Danzig, who’s leading work at the Office of Management and Budget (OMB) on the FY15 Cross Agency Priority (CAP) goal on Customer Service (CS). The CS CAP goal aims to help agencies deliver world-class customer service to citizens that’s on par with leading private sector services by streamlining transactions, setting customer service standards for high impact services, and making it faster and easier to complete transactions with government online.
Design research isn’t rocket science. But for many of us in the federal government, it can seem daunting and unfamiliar. We’re here to to help demystify the process of design research for those of you ready to wade into the waters. We’ve both done our fair share of design researching at the Department of Veterans Affairs (VA) over the past year. It hasn’t been easy—we’ve worked under itty bitty budgets and crazy timelines.
Dennis Snow and Jeanne Bliss have always been the customer experience (CX) authorities in my mind. Dennis’s Lessons from the Mouse and Jeanne’s Chief Customer Officer were two of the first books I read that described what the practice of customer experience looked like in the halls of Fortune 500 companies like Lands End and Microsoft, as well as on Main Street at Walt Disney World. Years ago when I first flipped through the pages of those books, I realized that I was a budding CX practitioner, even though my private sector titles were more akin to business development, client relations, and service quality.
It’s been a while, but in previous posts, I described what we’ve learned from operating StudentAid.gov, the U.S. Department of Education’s Office of Federal Student Aid website created to educate students and borrowers about the federal student aid programs and process and help them make informed decisions about financing college and career school. We first released the site in 2012, but we haven’t sat still yet! The plan has always been to create new and integrate current features that exist on other FSA websites.
When focusing on customer experience, we all know that we need to truly understand our customer if we expect to provide them with an enjoyable experience. In an effort to do so, organizations often jump right to a survey to identify their customers’ needs and wants. While surveys are a great first step to understanding customers, they’re not the only step. The most you should expect from a well-crafted survey is detailed knowledge in the form of hard data indicating where to conduct further research.
Surveys are a great way to gain valuable insight into your customers’ true interests and needs. With the abundant number of survey tools available, it’s almost too easy to quickly put together a survey and send it out to your target audience. All too often, organizations will be in a hurry to get their survey out and will send out a long, wordy introductory message for a survey, or conversely, will not provide enough context.
Here at DigitalGov, customer service is a focal theme during the month of May, and by some type of cosmic chance, I was invited to share my insights on content strategy and content creation at a Customer Service Community of Practice event at the Department of Labor. The event focused on topics I commonly discuss here in The Content Corner, such as efficient and interesting content and how better content translates into better customer service.
The federal government is increasingly focused on designing and delivering citizen-centered services with enhanced experiences that deliver value to customers. These ideals are established in the Presidential Management Agenda Customer Service Cross-Agency Priority Goal, the Digital Government Strategy, and various open government activities. Designing services to be responsive to be life events that drive public needs is a powerful way to deliver citizen-centered value. What is a “life event?” Life events are events that have a significant impact in a citizen’s/stakeholder’s life and that warrant government awareness or involvement.
We know search engines aren’t Magic 8 Balls, but that’s still how we expect them to behave. We want them to answer our complex and burning questions based on just a few words. And we’ve felt that frustration when the top search results don’t serve our needs, and the results page itself makes us work. At DigitalGov Search, we think a lot about how to make the public’s search experience on government websites better.
Customer experience (CX) improvement projects come in many forms, but evolving an agency’s entire mindset to be customer-focused requires far more in the way of commitment, time, staff and organizational patience. As the senior CX lead for a U.S. government agency and an advisory committee member to the President’s Cross-Agency Priority (CAP) goal on customer service, 100 percent of my focus since joining Export-Import Bank from the private sector has been on evolving the customer strategy for Ex-Im Bank, and helping other agencies do the same.
As the product manager of Sites, my job is to make sure that our service delivers what we offer: provide an easy, fast and cost‐effective solution for federal agencies that want to create a secure government website to reach the public. With 40 websites that are currently live or in active development, our program is constantly evolving. Our roadmap is filled with milestones designed to improve our service, address our customers’ needs, and keep our platform up to date.
“The customer is king.” “The customer is always right.” Regardless of your feelings on these age-old customer service adages, the fact remains: we’re all serving someone. No matter what corner of the federal digital space you occupy, you are connecting with people, and the outcome of those connections matters. To recognize the importance of these relationships, DigitalGov is focusing on customer service as our May monthly theme. There are numerous ways to look at the customer experience and many digital professionals may ask themselves, how is it different from user experience?
The federal government has caught the customer experience bug. We want our customers to complete their tasks with minimal effort using a streamlined process. If they need personal help, we want it to be quick, polite, and provide the best answer. But that personal help frequently requires a team of highly skilled, dedicated people—a contact center. When people call to ask how much it will or should cost their agency to have a contact center, I can’t give them an answer.
For more than 40 years, Warren Snaider has been working at the General Services Administration providing government information to the public. A Senior Federal Information Specialist, Snaider has witnessed government contact centers evolve as technology has changed the way people communicate and access information. Snaider first joined the Federal Information Center in Sacramento in 1972. His was one of 41 centers across the United States where people could walk into the lobby of a federal building and ask questions.
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 of FAQs: FAQs Still Deliver Great Value and An FAQs User Experience. In response, a counter opinion was released by Gerry McGovern: FAQs Are the Dinosaurs of Web Navigation.
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 out to the Social Media Community of Practice to learn more about how social media complements the work of federal contact centers.
It can be easy to forget that customer experience (CX) improvement efforts within the government sphere aren’t limited to surveys, journey maps, analytics, big data, apps, and technology. Watching Export-Import Bank’s Annual Conference come together, I’m reminded of the fundamental role that interpersonal communication plays in improving customer experience, from the front line of our unique agency. The conference is happening April 23rd-24th at the Omni Shoreham Hotel in Washington, D.
SMS messages are an excellent way to reach audiences. The National Cancer Institute (NCI) saw SMS messages as an opportunity to reach the public for the implementation of their Mobile Health Behavioral Intervention Programs. NCI has 15 SMS based programs, including HealthyYouTxt, a program designed to help users live a healthier lifestyle, and SmokeFreeTxt, a program designed to help users quit smoking. In this piece, we will talk specifically about the domestic version of the SmokeFreeTxt program, one of their most popular programs.
The Government Contact Center Council (G3C), led by GSA’s Tonya Beres, has been working with DigitalGov University to host events for the contact center community across the federal government. This year they hosted events and posted articles that will help you get a contact center up and running, make up-to-date changes to meet 21st century expectations, and incorporate new features like adaptive content, chat, and handling social media inquiries.
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 as the year of “germination and nurturing.” Our DigitalGov team decided to go to the root of a lot of agency customer service: contact centers.
Personas are fictional characters that describe an organization’s customer behaviors, emotions, attributes, motivations, and goals. They are an important tool to share customer insights and understanding across an organization. Personas also serve as a check to make sure your organization’s actions meet the needs of the majority of customers, including visitors to your website, contact center, in-person visits, and interactive voice response (IVR) self service customers. Why We Updated our Personas Personas aren’t new to USA.
Mobile user habits are a moving target, and designers have to adjust accordingly. Creative Bloq offers their Top 5 Trends in App Design for 2015 gathered from trends in changing hardware, increasing popularity of apps and the increasingly personal nature of mobile devices. Bigger Screen Sizes. As we noted in last week’s Trends on Tuesday post, the smartphone sales increase in 2014 was partially due to the growing numbers of “phablet-sized” smartphones.
Marketers are increasingly using SMS, push notifications, mobile apps, location-based functionality and other mobile-first techniques to reach constituents. That’s according to a recent article from Marketingland.com, which provided an overview of the mobile trends presented in Salesforce’s 2015 State of Marketing Report. The report was based on a survey of 5,000 marketers in 10 countries. Some notable survey results were: More than one-quarter of marketers have a mobile app (27%).
With public expectations at an all-time high, and trust in government nearing all-time lows, agencies need to step up their game. Veterans, seniors, students, taxpayers—all Americans—deserve the best service from their government. Here are our predictions for how the federal government will improve customer service in the coming year: 1. Many agencies will create a Customer Office that reports to the head of the agency. In most government agencies, no one owns the overall customer experience.
They say that customer experience (CX) is the new marketing. People will tell their friends about their experience with your agency, and social media makes it easy to broadcast whether the experience was easy and enjoyable, or terrible. In 1992, Congress proclaimed the first full week in October as National Customer Service Week, and as we close out Customer Service Week 2014, here’s a recap of some great customer-service-related articles published on DigitalGov.