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 »
Services and Transactions
What can we do to improve how services and transactions are delivered on federal websites?
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 »
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 »
(I feel that this is also a customer service issue, but the real discussion is at the following, please check it out:
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 »
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 »
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
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.
Some websites allow online transactions, others don't. Everything should be uniformly actionable online. There should be a standard template across agencies so that users know how to navigate any government site.
Consolidate all commercial systems for functions related to travel, payroll/personnel, and finance across the government. This will ensure consistency, tranferrability, and economy of scale by using the best in breed commercial Enterprise Resource Planning (ERP) technology
As part of all federal funded programs transperancy and success, grantees should demonstrate how these funds contribute to capacity building.
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 »
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 »
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.
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 »