Services and Transactions


What can we do to improve how services and transactions are delivered on federal websites?

Services and Transactions

Provide access to services, not systems

Too many agencies build complex customer self-service systems that are heavily branded with program names and acronyms. Citizens don't care about what system is providing the information or service they seek—they just need to find or accomplish something important. Case in point: USPTO's patent and trademark search. These systems should be created and exposed as services that the web teams can include as appropriate across ...more »

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2 votes
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Services and Transactions

Allow easy online payments and ecommerce

Currently transacting online with State and Federal websites often means paying a high convenience fee for using Credit Cards and a Cumbersome interface for e-checks. There are companies who are using technologies in this space to both improve the User experience. Look at companies such as www.noca.com and www.wepay.com which are attempting to do this

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5 votes
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Services and Transactions

replace legislators with web voting

Take the next step and either allow voters to vote so their reps can know how to vote - or replace the reps and have the People decide directly. THAT is what federal, state and local governments should be doing with the Web. A whole new paradigm vs some trivial UI fixes....

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-6 votes
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Services and Transactions

Use Websites to Bring FOIA into the 21st Century

Agencies should use their websites to bring the Freedom of Information Act (FOIA) into the 21st century. Every agency should allow the public to submit and track FOIA requests, and to receive responses, on the agency website. Specifically, each agency should have an email address and a web form where the public can submit FOIA requests. All agency websites should include an easy-to-understand explanation of how to submit ...more »

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21 votes
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Services and Transactions

Making all online forms fillable

All forms provided on federal websites should be fillable. Many forms currently available require individuals to print them out before they can be filled out. Requiring those who need to fill out forms to print forms first and then fill them out by hand means that they are not fillable in any meaningful sense to people who are blind or visually impaired. In order to be truly accessible, these forms and web-based applications ...more »

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32 votes
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Services and Transactions

Best Practice: Automated Replies

I am a vendor, with past experience providing goods to the govt. However our specialty item means we basically wait for them to call us rather than trolling for contract/bid opportunities. I have to be part of ORCA, CCR and now IPP in order to get bids and now to get paid via automation. I received the below auto-reply from the IPP system. "You have not accessed the IPP application for an extended period of time with ...more »

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9 votes
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Services and Transactions

Online Public Comment Forums

Augment and diversify the feedback from public hearings by posting online public comment forums that have the order and decorum of government meetings -- and thereby are legal, civil and fair as well as insightful and cost-effective. For examples of online public comment forums, check-out Salt Lake City's Open City Hall service: http://www.slcgov.com/opencityhall/

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0 votes
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Services and Transactions

Opt-in to securely store/retrieve common form information

When entering data in government electronic forms, there is a significant amount of redundancy. Even if you could save people time/effort in filling out common form elements (such as name, address, birth date, social security number), it would be a huge benefit. Consider a central repository for personal information - totally opt-in and secure - where citizens could choose to log into and use in government electronic ...more »

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8 votes
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Services and Transactions

Create a culture of customer service

I've seen several ideas that relate to this, and many comments have mentioned it. So I thought I'd throw it in as a separate idea and see what folks have to say. I believe that many/most public servants want to serve customers well. I think many of us came to public service to do just this and were discouraged by past practices. The thing is: the internet really changed govt's relationship with its customers. The ...more »

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25 votes
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Services and Transactions

Improve efficiency of transactional components

The same citizen, interacting with government at all levels, must enter his or her basic information over and over again. This should be totally unacceptable. Create a centralized profile, usable by all public sector agencies, which store the user's basic, public information- name, address, birthdate, etc. and allow any form to pull that data down, prefilling the form and improving the interaction. Part two of this ...more »

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14 votes
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Services and Transactions

One resource (website) for all potential federal contracts!!!

Why isn’t there NOT one website used to list ALL contracting opportunities to the federal government? There is “FedBizOps” and “eBuy” but there is no singular resource to list ALL available contracts!! If it is all federal money (regardless of what agency/department it was assigned) “we” (the people) who would like to bid on proposed federal contracts, would like to know “we” have seen ALL available contracts. Not ...more »

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20 votes
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