Policies and Principles

Establish a Customer Bill of Rights

I'd like to see the federal government - under the Customer Service Initiative - issue a "Customer Bill of Rights" or a "Promise to Customers" and use that as the core set of principles for improving websites, call centers, and other forms of service delivery. A good place to start is the 6 principles the Federal Web Managers Council laid out in its 2008 White Paper: Putting Citizens First - Transforming Online Government. ...more »

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Let the MISSION drive the web presence

Consolidating and eliminating websites for the sake of consolidating and eliminating websites misses the point of websites. Agencies and their myriad programs' web strategies should be driven by the missions they're trying to accomplish. Websites, mobile apps, social media presences are communication and community engagement tools that should be strategically employed to enable agencies and programs to achieve their ...more »

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Teach citizens appropriate channels for input

The gap between citizens and their government is widened by citizens misunderstanding the inner workings of government. Citizens don't know, for instance, that telling the Department of Energy that all congressional bills should be put online is likely a waste of time. The citizen aspect of government is that government is monolithic. The principle here is to ease the burden of providing feedback to government, and to ...more »

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Pay Experts

While it may take some procurement reform to happen, it really ought to be the case that government start paying the people that it needs advice from. There's a space between "government contractor" and "concerned citizen" that needs to be filled with a contracting methodology that's fast, easy, and limited (say -- under $10,000). As long as it doesn't do this, dialogues from the public and experts will be an afterthought ...more »

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