Make it easy for users to access information regardless of which channel they use (web, chat, email, phone, smart phone apps, social media, etc.), and provide analytics that work across channels, keep track of what a user has already done, and find customized/personalized ways of providing excellence in customer service and presenting information.
It's disappointing how often federal agency employees participate in public forums as participants rather than experts. It limits the synthesis of ideas that can come from dialogue. I consistently point to a lack of engagement between the SunlightLabs google group, and the Data.gov team as an example. It's a travesty that the data.gov isn't directly connecting with this group of over 1000 developers interested in hacking ...more »