Our Work

News and Events on Our Work

122 posts

Walking in Our Customers’ Shoes

The General Services Administration’s (GSA’s) focus on customer experience can be traced back to its inception on July 1, 1949, when President Truman created a new federal agency to manage and store government records, handle emergency preparedness, and stockpile strategic supplies for wartime. While our customer focus has stayed with us, GSA’s mission has morphed

Posts by Phaedra Chrousos

Jan 16, 2015

15 Government Customer Service Trends for 2015

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

Posts by Martha Dorris

Jan 12, 2015

From Elephant to ELK: How We Migrated Our Analytics System to Elasticsearch

As I mentioned in a recent blog post about image search, we’re avid users of Elasticsearch for search. We also recently ported another vital part of our system to Elasticsearch: analytics. This post is a technical deep dive into how our analytics system works, and specifically how and why we used Elasticsearch to build it. Background DigitalGov Search is

Posts by Loren Siebert

Jan 07, 2015

Crowdsourced Digital Citizen Services Summit

In May 2015, we are hosting the second DigitalGov Citizen Services Summit. This round we are looking to you—federal innovators across government—to help build the agenda.

Posts by Alycia Piazza

Dec 15, 2014

Open Opportunities

From Taste-Testers to Explorers: Developing Personas for Open Opportunities

Being customer-focused means doing the gumshoe work of research and rounds of analysis to find gold by understanding user goals. For the task-based innovation network, Open Opportunities for DigitalGov, that meant developing personas in order to overcome our own biases and learn about the different motivations of our participants. In this article, we’ll talk about

Posts by Ashley Wichman Posts by Lisa Nelson

Dec 08, 2014

Follow the Clicks: A Look at Click-through Rates on Government Websites

How important is it to show the most relevant result at the top of your search results page? Very. Searchers expect to find what they’re looking for quickly and easily—and without scrolling—when they search on government websites. If a Web page isn’t “above the fold” as one of the first listings on the first results

Posts by Ammie Farraj Feijoo

Nov 12, 2014

DigitalGov University is Making Changes Thanks to You

DigitalGov University took the pulse of our participants this spring and found that our audience wants more information about events, wants us to better communicate the value of programs and wants more access to our programs. DigitalGov University (DGU) is a platform for feds to share ideas, experiences and techniques to meet 21st century public

Posts by Alycia Piazza

Nov 07, 2014

A Picture Is Worth a Thousand Tokens: Part II

In the first part of A Picture Is Worth a Thousand Tokens, I explained why we built a social media-driven image search engine, and specifically how we used Elasticsearch to build its first iteration. In this week’s post, I’ll take a deep dive into how we worked to improve relevancy, recall, and the searcher’s experience

Posts by Loren Siebert

Nov 04, 2014

What’s Happening with the Internet of Things?

No Mobile Gov Month on DigitalGov would be complete without an update on the Internet of Things. Regardless if you’re talking wearables, smart homes, sensors or any other connected device, your current mobile approaches will be impacted—as will your social media, user experience and data strategies. When we last visited the topic in April, discussion

Posts by Jacob Parcell

Oct 31, 2014

A Picture Is Worth a Thousand Tokens

Increasingly, we’ve noticed that our agency customers are publishing their highest quality images on social media and within database-driven multimedia galleries on their websites. These sources are curated, contain metadata, and have both thumbnails and full-size images. That’s a big improvement in quality over the images embedded within HTML pages on agencies’ websites. After some

Posts by Loren Siebert

Oct 28, 2014

Use Metrics to Drive Success

Would federal employees work on tasks outside their agency in order to support DigitalGov? That’s the question we wanted to answer as we created the Open Opportunities program. We had a built-in test case. When the Digital Government Strategy was released in May 2013, agencies were tasked with building APIs, launching mobile products, establishing digital

Posts by Lisa Nelson

Oct 24, 2014

Recap of Social Digital Search Webinar

Content is no longer limited to .gov sites. As mentioned in a recent blog post, Sharing is Caring, Adding Social Media Accounts to Search, DigitalGov Search uses Flickr, Instagram, and YouTube to populate image and video search results. On September 30, 2014, I presented with Justin Herman from the Social Media Community of Practice about: What

Posts by Rachel Mundstock

Oct 14, 2014

Customer Service Week 2014

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

Posts by Rachel Flagg

Oct 09, 2014

The Federal Register: Improving Visitors’ Search Experience on Agency Websites

The Office of the Federal Register’s mission “informs citizens of their rights and obligations, documents the actions of Federal agencies, and provides a forum for public participation in the democratic process.” As the winner of the Bright Idea Award, FederalRegister.gov is clear and easy to use, but most citizens rarely frequent it. More frequently they

Posts by Rachel Mundstock

Sep 24, 2014

Strategy Pivot Yields Results: DigitalGov.Gov Six Months Later

Six months ago, we launched this DigitalGov.gov platform to support federal agencies in delivering 21st century digital services and information to the public. It seems a good time to share some of the thinking that went into the development of the platform, and what we’ve learned so far.

Posts by Alycia Piazza Posts by Gwynne Kostin

Sep 12, 2014

Help the Public Find Your Information, Wherever and However You’ve Published It

As traffic to desktop .gov websites declines, how we publish our content increasingly matters. We need to meet people where they are as they seek information on the Internet. To do so, we need to adjust to the new world of mobile applications, social media, and instant answers provided by search engines. Freeing Content from

Posts by Ammie Farraj Feijoo

Aug 26, 2014

Go.USA.gov Creates Short, Trustworthy .gov URLs

Short URLs are useful for tracking clicks, but they can create a poor user experience because the person clicking the link can’t see the final destination. That’s why Go.USA.gov was created—to show users that they would reach official government information. To maintain this trust, Go.USA.gov is only open to government employees and only shortens government

Posts by Michelle Chronister

Aug 21, 2014

U.S. Gov Releases New Collaborative Social Media Services

The Federal #SocialGov Community, a collective of almost 700 digital engagement managers from more than 120 government agencies, marked the 2nd anniversary of our program by releasing a suite of new collaborative services to help us better work together and with partners in

Posts by Justin Herman

Jun 30, 2014

Search Engine Optimization for Government Websites

On June 10, 2014, the Metrics Community of Practice of the Federal Web Managers Council and DigitalGov University hosted an event to honor the memory of Joe Pagano, a former co-chair of the Web Metrics Sub-Council. This third lecture honoring Joe focused on search engine optimization (SEO). While commercial search engines do a remarkable job

Posts by Ammie Farraj Feijoo

Jun 13, 2014

DigitalGov Search Results Get a Redesign

Bing, Google, and Yahoo have all rolled out major redesigns to their search results pages in the past year. The last time DigitalGov Search did a major redesign of their results page was in January 2012. It was long overdue for a facelift. So, our team redesigned our search results page. We’ve kept an eye on best

Posts by Ammie Farraj Feijoo

May 30, 2014

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