To Build a User-Friendly Website, Think Like a Customer
We realized that to meet our customers’ needs, we had to stop looking at the website through our own eyes and start looking at it through the eyes of a user.
Citizen Engagement
A Transport of Delight; or, Customer Service, NOT
I’ve read a lot of reports and listened to a lot of customer service/customer experience user experience — you’re supposed to delight the customer. What if I don’t want to be delighted? What if I just want to do whatever and go on to my next task?
Redefining Modern Civic Engagement
Civic engagement has become a word to describe anything in government that touches the citizen. The modern civic engagement we are imagining moves in the opposite direction.
Be an Agent of Change. Here Are 3 Small But Important Steps to Help
For any organization, big or small, we have three important lessons to share to help you navigate your own digital transformation. They tackle the intricacies of setting everyone on a common course, building collaboration, and managing expectations.
Social Media Metrics: Don’t Be a ‘Like’ Counter
I challenge you to look beyond simple metrics and start listening to your audience. Ask them real questions you want real answers to. Often times, you can learn first-hand what people in our communities really do want and need from us.
Elevating the Citizen Experience with Digital Government
Amidst the enticing aroma of bagels, government and industry employees gathered at GovDelivery on Tuesday morning for a panel on elevating the citizen experience in digital government. The foundation of the panel was a report that GovDelivery published recently on trends in digital government engagement. The panel consisted of three current and former government employeesRead… Read more »
3 Steps to Starting a Sustainable Social Media Program
For a sustainable social media presence, you need to empower your agency’s staff to make social media part of their everyday communications strategy. Here’s how.
It’s All About Access in the Digital Age
In this space over the coming weeks, we hope to turn your attention to the many ways the Census Bureau has met the digital challenge while at the same time transforming our approach from agency-centric to more information and customer centric. We understand that in an age of mobile technology, people are used to getting… Read more »
Government on the Go with Mobile!
Want to know the weather? There’s an app for that. Want to know how long the TSA security line is at the airport? There’s an app for that, too! Blog Co-Author: Susan Wedge, IBM vice president for mobile In 2012, President Obama’s digital government plan ordered federal agencies to create at least two mobile apps. Read… Read more »
How Los Angeles Is Breaking Barriers to Digital Engagement
“Customers want better services, but we’re also trying to be ahead of the game and be innovative and look out at other cities and [the] private sector to see if we can leverage their work,” said Ted Ross, the city’s CIO.