GSA

Taking the Pulse of the Federal Government’s Web Presence

Jun 3, 2015 | , , ,

The U.S. federal government is launching a new project to monitor how it’s doing at best practices on the Web. A sort of health monitor for the U.S. government’s websites, it’s called Pulse and you can find it at pulse.cio.gov. Pulse is a lightweight dashboard that uses the official .gov domain list Read »

5 Crucial Steps for Conducting an Effective Customer Interview

May 26, 2015 | ,

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 Read »

DigitalGov Summit: Live From the Comfort of Your Desk

May 18, 2015 | ,

The DigitalGov platform helps federal agencies meet 21st century digital expectations, and we’ve planned our second DigitalGov Summit with this mission and your needs in mind. The theme is open and the agenda is packed with presentations about how “opening” data, content, contracts and talent makes digital citizen services better, more effective and even cheaper. Read »

Government Services Through a Life Events Approach

May 15, 2015 |

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 Read »

Lessons Learned from 4 Decades in Federal Contact Centers

Apr 28, 2015 |

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. Read »

Government Contact Center Round Up

Apr 10, 2015 |

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 Read »

US, Canada, and Mexico Collaborate to Improve Open Government and Digital Services

Mar 13, 2015 |

Many forces are converging to strengthen the political, economic and commercial ties that bind the United States, Canada and Mexico. The GSA Office of Citizen Services and Innovative Technologies (OCSIT) has anticipated this drive toward collaboration for decades, building a network of links among the three nations’ Chief Information Officers and other national technology and Read »

The New FedRAMP.gov Is Here

Mar 12, 2015 |

On Wednesday, March 11, FedRAMP unveiled a redesigned FedRAMP.gov. The new site focuses on user experience that fosters a better understanding of FedRAMP from basic knowledge, to in-depth program requirements and includes the launch of a Read »

Enabling Trusted Digital Interactions Between People & Government

Mar 6, 2015 | ,

Today, people rely heavily on insecure and inefficient means to access federal government applications to conduct business (i.e., they depend on usernames and passwords to log into federal agency services online). Users are required to create and manage several online accounts for different applications, which can become a nuisance, difficult to manage, and creates administrative Read »

Avoid Weak ‘Links’ in Your Digital Chain

Feb 25, 2015 |

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 Read »

Top 10 Things (We Think) You Don’t Know about DigitalGov

Feb 19, 2015 |

Things you don’t know about this website, DigitalGov.gov, that is. It’s our first birthday, and we’re celebrating by sharing some fun facts with you. A more sober look at our strategy can be read on our 6-month post, but this is a party post! w00t! 10. We’ve published an impressive 480 articles and counting (this Read »

8 New Federal-Friendly Apps and Services

Feb 18, 2015 | ,

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 Read »

Institutionalizing User Experience: Building Usability into Your Organization

Feb 13, 2015 |

So, you have some systems or tools your customers or employees access. Maybe you want to put together a robust capability to conduct usability testing. How do you start formalizing user experience (UX) into your organization? Brad Ludlow at GSA tossed this topic out on the User Experience community listserv, and I’ve encapsulated the superb discussion that Read »

How to Run an Agile Project in Government

Jan 16, 2015 |

For a seminar organized by DigitalGov University, Robert Read, the Managing Director at 18F, gave a presentation on agile methodologies in the federal government. Risk mitigation is a big advantage of using the agile methodology. The methodology deals with risk through the use of multiple iterations or “sprints” that ultimately lead to the development of Read »

Personas 101

Jan 9, 2015 |

Personas are a tool organizations can use to learn more about their users. They are used to learn as much as you can about end users in order to better the product or service you provide. If you are able to think as a user during the design and development of a product or service, Read »

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