Analytics

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279 posts

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
Jul 08, 2015

Creating a Social Media Report That Matters

As with any communications effort, the social media bottom line comes down to impact. Can you prove that the time, money and effort put into social media helped achieve your agency’s goals? In a world obsessed with big data, it’s tempting to track every detail simply because you can. With more data comes more confusion
Jun 29, 2015

#SocialGov Round Up 2015

The #SocialGov Community is coming up on three years of hard work and pushing the boundaries on using social tools across the federal government. I’d like to start this round up by taking a look at the event we hosted last year, State of the #SocialGov 2014: 2 Years of Smashing Silos + Elevating Citizen
Jun 08, 2015

USA.gov in Beta: Tell Us What You Think

Thirteen years in digital is an eon, and on the eve of its 13th birthday, we at USA.gov found ourselves reckoning with a mid-life crisis. In the thirteen years since Firstgov.gov was launched (and ten years for FirstGov en Español), the sheer volume and sophistication
May 04, 2015

Mobile-Friendly Park Websites on NPS.gov

Park websites on NPS.gov from A (Acadia) to Z (Zion) are now mobile-friendly. Visitors using phones and tablets to visit national park websites now have a user-friendly experience to enhance their virtual visits. Previously, visitors using mobile devices saw a smaller version of the website scaled to
Apr 30, 2015

Meeting Customer Needs Through Social Media

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
Apr 24, 2015

Updated: Live Blogging the Analytics Dashboard on #TaxDay

2 a.m. EDT, April 16 Looks like the traffic peak for #TaxDay was around 3:00 pm when 194,301 people were on government sites. We’re now less than one-quarter of that traffic, and the more regular patterns of top sites are reasserting themselves. We’re talking about YOU, NASA astronomy picture of the day and that wonderful
Apr 14, 2015

Multiple Languages, Single Platforms: the World Digital Library

Multilingual does not always mean multiple accounts or websites. Increasingly, multilingual content is delivered in an integrated way, with two (or more!) languages delivered on the same website, app, or social media platform. The World Digital Library (WDL) is one example of how multiple languages can be incorporated on single platforms. The WDL is a
Apr 09, 2015

Using Personas to Better Understand Customers: USA.gov Case Study

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
Apr 06, 2015

HTTP vs HTTPS: Is it Time For a Change?

Data. Security. Privacy. These are the cornerstones of many discussions concerning technology. The security of citizen information when interacting with the federal government will be increasingly important as we progress into the future. A few agencies have begun to use Hyper Text Transfer Protocol Secure (HTTPS) in lieu of the standard HTTP. For these agencies,
Mar 25, 2015