The Social Security Administration’s (SSA) Supplemental Security Income (SSI) program had a problem: it was paying out way too much in unearned benefits to program participants. This was happening because participants weren’t reporting their income often enough. As participants’ incomes went up, their SSI eligibility went down – but they continued receiving SSI benefits basedRead… Read more »
Originally posted on the GovDelivery blog. You have tackled organizational goal setting, audience development, branding, audience acquisition, multi-channel marketing, and next you need to identify areas where you can gain greater awareness and participation to drive value for your organization and the citizens you serve. Audience engagement (and re-engagement) is a leading goal for public-sector communicators. But,Read… Read more »
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 »
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 »
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 »
Originally posted on the GovDelivery blog. We recently published a thought leadership piece on how digital marketing leads to better public engagement. Over the course of the next few weeks, we will break down each step to put the plan to work. The following post explores “Step 5” of the series, the art of increasing channelsRead… Read more »
In 1996, the FCC, at the request of the White House, reserved 311 as a nationwide non-emergency number, and the federal government subsequently funded pilot programs to determine the feasibility of using this number to divert non-emergent calls away from 911. Baltimore was the first in the nation to establish a 311 system as partRead… Read more »
Periscope is an iOS app, integrated with and owned by Twitter, which lets you see the world through someone else’s eyes.
A few weeks ago, I advised federal agencies to build better digital customer experiences. I enjoyed the wave of hate mail that post generated, so I’d like to return to the topic of digital customer experience (CX) again this week. Even the US Digital Service (USDS) thinks federal agencies need better digital CX. Last year,Read… Read more »
Originally posted on the GovDelivery blog. If you have been reading our blog lately, you have noticed our focus on public engagement through digital marketing. First, we covered how to set organizational goals, then establishing target audiences, and most recently branding. Now, we will unveil step four, sending messages that get read. The proliferation of smartphones,Read… Read more »