Services and Transactions


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

Services and Transactions

Submitted by (@craig0)

Make it okay for Fed workers to interact with citizens

Right now, it's not allowed for workers to directly respond to citizens. With a little training, it'd be safe (enough?) for workers to do so, and that'd greatly improve customer service.

 

Here's a great article regarding this at the Dept of Veterans Affairs:

 

http://www.ragan.com/Main/Articles/43670.aspx

 

(I feel this also applies to private industry.)

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26 votes
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Services and Transactions

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GSA Finance Overhaul

I use the GSA Finance website on a daily basis as a Lessor of real property to the Federal Government. This website is out-of-date, slow and inefficient. When logging in, multiple attempts are often needed just to access the homepage. Then you may be in the middle of a payment search or invoice submittal and get kicked off (note: I have had my company's IT department troubleshoot issues and all roads lead to the Finance ...more »

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0 votes
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Services and Transactions

Submitted by

Secure web-based voting and census recording

Create a secure system for web-based voting and census recording. Voting could include but not be limited to all federal elections and congressional bills. Enabling a citizen to vote via the internet would allow those who are unable to reach the polls accessibility to voting. A system such as this would eliminate absentee ballots and provide easy access for those who are elderly or disabled. Bills could be presented ...more »

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8 votes
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Services and Transactions

Submitted by

Use Real-time Chats to Help Customers Solve Problems

Although some agencies are using real-time chat, I'm amazed it hasn't caught on more. Customers want help when they hit a snag. They don't want to stop and send an email that might be answered in 3 days (or 3 weeks). They want to finish their task NOW. Real-time chat to the rescue. A human being, in real time, answering questions, breaking the log jam. I love it in the commercial world. Why not in the government ...more »

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28 votes
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Services and Transactions

Submitted by (@craig0)

One stop shopping for help, like city 311 systems

In cities including New York and San Francisco, you can call 311 or visit a site, and get help or report problems to be fixed.

 

A single site like that for the Federal gov't would really help. You could search for an existing solution, and get directed to the right place for help.

 

There are many variants of this possible, like having the request automatically directed to the people with the answers.

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4 votes
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Services and Transactions

Submitted by

Create a Federal Database of Online Services

The database should allow tagging so that it is easy to identify common services. Allow all agencies to post services to this comprehensive database. Include criteria such as whether the service is mobile-enabled, etc. The database should provide easy-to-use APIs so that states and agencies can automatically include a "related services" widget or service that makes it easy for users to find related services across the ...more »

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8 votes
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Services and Transactions

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coordinate paper and websites

Some actions require paper documentation from more than one source. Some agencies will not accept documentation from separate sources separately. Users should be able to set up account numbers that documents can flow to asynchronously, e.g. my employer sends a document to the agency or acts on my online account, I separately provide information for the same multi-party transaction without having to gather and combine ...more »

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1 vote
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Services and Transactions

Submitted by

websites to be action oriented

while people need information, they often go online to DO something. Too many government web sites don't provide a means of action within a click. Instead they take the user around in circles. Make sure you have a repertoire of what people want to DO when they go to a website, provide an obvious set of options in the sidebar, do not have circular referral links.

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9 votes
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Services and Transactions

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More granular interaction and updating

All polls, petitions, bills on the floor (or coming to the floor), any public topic for that matter, should be subscribable by the user. These topics should be kept updated in real-time and these updates instantly broadcast to the list of subscribers. There should also be a feedback loop allowing the subscribers to instantly voice their opinion of the direction that specific topic is taking.

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