CX

Technology Transformation Begins With People: Closing the Human-Technology Gap

Sep 11, 2019 |

GSA's Technology Transformation Services is prototyping a human-centered approach to cultivating an environment of lifelong learning to attract and retain the best talent to serve our citizens. Read »

Technology Transformation Begins With People: Closing the Human-Technology Gap

Prototyping Engagement Workshops for the Future of Federal Data, Dashboards, and Storytelling

Aug 21, 2019 | , ,

User-centered design is critical for meetings—from the front lines to C-suite. How might we host more hands-on learning sessions and experience exchanges to improve and customize the way the federal workforce communicates to diverse stakeholders? Read »

Prototyping Engagement Workshops for the Future of Federal Data, Dashboards, and Storytelling

Building Trust with Users Through Open Communication and Feedback

Jun 13, 2019 |

A look at how FEMA responds to user needs and bugs in their app development. Read »

Building Trust with Users Through Open Communication and Feedback

Redesigning an Intranet Site: Final Stages, Launch, and Lessons Learned

Mar 7, 2018 |

Helpful lessons from the National Center for Complementary and Integrative Health (NCCIH) on the redesign of an intranet. Read »

Redesigning an Intranet Site: Final Stages, Launch, and Lessons Learned

Using Journey Mapping to Streamline Processes Across Agencies

Feb 5, 2018 |

Summary of an agency information sharing exercise to improve the customer experience for newly naturalized citizens attempting to travel abroad. Read »

Using Journey Mapping to Streamline Processes Across Agencies

Making Customer Satisfaction Data Actionable at the Peace Corps

Jan 30, 2018 |

Learn how measuring customer experience helped inform and guide website development at Peace Corps Read »

Making Customer Satisfaction Data Actionable at the Peace Corps

Government Launches Login.Gov to Simplify Access to Public Services

Aug 28, 2017 | ,

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 Read »

Government Launches Login.Gov to Simplify Access to Public Services

The Data Briefing: Ten Years of Digital Transformation—Lessons Learned

Jul 26, 2017 |

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? Read »

The Data Briefing: Ten Years of Digital Transformation—Lessons Learned

Improving Customer Experience with Digital Personas

Jun 20, 2017 |

Keeping the customer’s needs front and center is important when developing new digital tools. We recently developed a set of user personas as part of our work to establish a more robust—and data informed—understanding of the individuals that engage digitally with the National Archives (NARA). User personas are fictional, but realistic representations of key audience Read »

DigitalGov Readers and Subscribers: We Want to Talk to You (Again)

Mar 8, 2017 |

We at DigitalGov want to hear more about you – your job, your role, the challenges you face — all of it — as you work to deliver more secure, effective, and reliable Read »

DigitalGov University in Review: 2016 Training Trends

Jan 11, 2017 |

DigitalGov University (DGU), the events platform for DigitalGov, provides programming to build and accelerate digital capacity by providing webinars and in-person events highlighting innovations, case studies, tools, and resources. Thanks to your participation, DGU hosted over 90 events with 6,648 attendees from over 100 agencies across federal, tribal, state, and local governments. Read »

Applying Customer Service Metrics to Improve Customer Experience (CX)

Nov 3, 2016 |

Lately, I’ve looked at how a government agency measures a customer’s experience. It’s such a complex topic that I would need more than one blog to discuss the nuances behind it. In my last blog, I examined and brokedown three types of customer service metrics: customer satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Read »

The Data Briefing: Help Predict the Future of Federal Government Data

Oct 26, 2016 |

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 Read »

DigitalGov Readers and Subscribers: We Want to Talk to You

Oct 25, 2016 |

As you know, over the last few years DigitalGov has surfaced the innovative advancements many are making across the government space while providing a platform for learning best practices and coming together as a community. Over the course of the next few weeks, a small team from Read »

CX Day In Government: How We All Shape The Customer Journey

Oct 7, 2016 |

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 Read »