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

Gov Agencies Do Not Need 2 Create Existing Apps From Scratch

Why start a new website or bid out for contract a simple portal, when an existing site can be upgraded, with a CRM licensed platform, content sharing, transparency, analytics and spend nominal funding in lieu of excessive waste of not ony time but money....

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13 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.

Voting

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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Services and Transactions

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 »

Voting

8 votes
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(@craig0)

Services and Transactions

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.

Voting

4 votes
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Services and Transactions

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 »

Voting

28 votes
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