Digital Government

Guerrilla CX For Government

Federal customer experience (CX) professionals are trying to wage a conventional war against bad CX. But they usually don’t have the budget, personnel, or authorities they need to win big, decisive battles. That’s why federal CX pros should consider changing their approach and use some proven CX guerrilla tactics instead. To make the most ofRead… Read more »

Ghost Whisperers of Institutional Memory

Ghost Whisperer, iRobot, and many crime shows depend on detective work based on access to other people’s memories.Young people need expertise that gets them out of their chairs and to step away from their computers. Administrative ghost whisperers, younger staff or not, should seek out older staff. That experience should not be disregarded as a… Read more »

The OPM Hack Is Bad News For Federal Customer Experience Efforts

It’s been a rough nine months for federal cybersecurity. The huge Office of Personnel Management (OPM) hack is just the latest in a series of incidents that make people skeptical of Washington’s ability to protect their personal information. Since last fall, we’ve witnessed hacks of the: OPM. Last week’s cybersecurity failure at OPM wasn’t its firstRead… Read more »

When Hacking Helps

Hackers, hackers everywhere. If you’ve been following the news recently, the “hacker” label probably doesn’t give you a warm-fuzzy sensation. But hackers aren’t always bad guys. To the software development community, hacking simply means taking a piece of code and altering it. It can be used for wrongdoing, but it can also be used toRead… Read more »

Hacking for Good, One Community at a Time

On June 6, 2015 thousands of people from 106 communities took part in the National Day of Civic Hacking. Organized by Code for America, the annual event helps people come together and collaborate to make their communities stronger. The locally organized events welcome more than just those who crunch code. Around the country, organizers engaged people of all backgrounds, including tech experts, government employees, students, entrepreneurs,Read… Read more »

5 Cool Federal Dashboards (and 2 Awesome Agency Ones)

In December 2009, the Open Government Directive established deadlines for federal agencies to make quality information available to the public, all in the name of greater transparency. Recovery.gov was one of the leaders of this open government charge, and was actually established in February 2009, ahead of the directive. Today, there are a number ofRead… Read more »

The Future of Libraries: DigitalNZ is Leading the Way

Change is scary When the internet started to hit critical mass in the late 1990s / early 2000s, there were dire stories about how libraries would go the way of dinosaurs, with the expectation that books would be deliberately destroyed like a Fahrenheit 451 dystopia or tossed in a landfill somewhere to moulder quietly. MoreRead… Read more »