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 »
Imagine a virtual place where people who work in the wider public sector could find and network with each other, collaborate and publish, share anything, create and join expert groups. A place where a public servant or health worker or councillor or local government officer or charity worker or trustee could find and connect withRead… 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 »
Why do government systems fail? That is essentially the question raised by MSNBC Morning Joe host Joe Scarborough following word that IRS data got hacked. MSNBC’s Morning Joe on government IT problems The short but exceedingly provocative discussion that followed spurred me to think: How would I answer that question? What are the big obstaclesRead… Read more »
By now we all know that federal customer experience (CX) is disastrously weak, and that improving it will boost both agency operations and the health of the political system. We’ve also seen some pockets of hope popping up, as I predicted a few months ago. For instance: The Department of Education’s new portal is complete,Read… Read more »
Paper paper everywhere, but not a drop of efficiency to be seen. That could be the mantra of government workers everywhere, who, in order to perform their important duties for citizens, often have to shift through mound and mounds of internal and external paperwork to get anything done. From clerks who must deal with enormousRead… Read more »
Originally posted on the GovDelivery blog. You have learned how to create and implement organizational objectives and develop a target audience. The next step is to unfold your brand.Step three of the public engagement series will give you a better understanding of what branding means to government organizations and how to set a foundation for allRead… Read more »
This post is an excerpt from our recent GovLoop guide, Government’s Guide to Using Facebook. To read the whole guide for free, download it here. Town halls and question-and-answer sessions have long been a staple of democracy in the United States. But how do you engage with your constituents in a digital world where theyRead… Read more »
The era of technology, creativity, and collaboration is upon us. It’s the age of the Civic Hackathon! Government has increasingly used this tool to bring young, tech savvy, and passionate professionals from all sectors to put their heads together to solve some of our nation’s toughest technological challenges. Yet recently, Colorado became one of theRead… Read more »
Jeremy Vanderlan, ICF International As leaders at federal agencies come to grips with the tools of the digital age, they must develop an understanding of the right digital investments and initiatives to meet the expectations of their employees and the publics they serve. Catching up to the pace of this environment is a bit likeRead… Read more »