Services and Transactions


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

Services and Transactions

Less content, More services

Focus more on enabling task completion from start-to-finish online. Recruit developers who are "get" public policy, have the skills and freedom to experiment, and give them the tools to create.

Barring emergencies, there is virtually no content that's left to be created. Let's refine the existing content, manage the creation of new content, and put some muscle into online services.

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21 votes
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Services and Transactions

Create content around topics/customers - not agencies

Customers don't know - and don't care to know - how government is organized. So why make them go from agency (website) to agency (website) to get the full picture of what govt has to offer them on any subject? Why make them go through a long list of links on USA.gov? Why not get agencies together around content topics or customer groups(owning a home, sending kids to college, services for seniors, contractors) and ...more »

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160 votes
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Services and Transactions

Simplify Online Services

Help citizens quickly perform transactions & use online services via simple, secure web forms that walk citizens through each step of the process. Some considerations are: - Identify the steps involved for front end users in completing online transactions - Optimize each step of the workflow (user creates an account, validates account, fills out form, submits form). Where to put instructions? How many fields are optimal? ...more »

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84 votes
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Services and Transactions

Cross-Channel Analytics

While it's true that the Web must be optimized around top tasks and the like, usability tests and other Web analytics only tell Web Managers about their *current* users. Frequently absent from the conversation are the people who *want* to use an agency's Web site. Top tasks & content should be informed by mail, phone, and social media channels ... analytics must synthesize *across* these channels to help drive people ...more »

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6 votes
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Services and Transactions

Wrap Complaint Forms in an API

So, we have this site called "Recalls.gov" and it's a great cross-agency aggregator for information on product recalls. But what we haven't done is set up a one-stop shop for consumers to SUBMIT complaints for agencies to investigate. Citizens still need to figure out what agency has jurisdiction over the product they want to complain about. What citizen is going to know that they should complain about their child safety ...more »

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8 votes
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Services and Transactions

Distribution of Veteran Flags

Currently, memorial V.A. flags are 'not' distributed to family of deceased from the V.A., but mailed to the local post office branches for distribution to mortuaries, upon receipt of a paper application form. This costs the Federal Government a minimum of $12 per flag, including manufacture, postage and handling fees. Why not have a website that would allow each flag to be ordered, for the deceased veteran, online with ...more »

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5 votes
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Services and Transactions

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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0 votes
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Services and Transactions

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

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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