The General Services Administration recently has launched the new website, HowTo.gov, “a resource for government workers to find and share guidance, best practices, new ideas, common challenges, lessons learned, and successes – all toward the goal of improving customer service across the federal government,” the site states.
The website, targeted towards government workers at the federal level, hopes to provide tools and resources to create a better customer service experience for all parties through innovative technology and communication. Best practices, training and guidance are all addressed through the breakdown of categories on the website, with the hopes of, “helping agencies deliver a great customer experience,” the site states.
These resources will be of service to anyone who manages or supports government customers, or is involved in developing and using innovative technology within government.
The website is sponsored by GSA’s Office of Citizen Services and Innovative Technologies, which handles deployment of new technologies in government and customer service. Management of the website is executed by the Federal Web Managers Council, “an interagency group of senior federal government web managers… web and new media directors from federal Cabinet agencies, as well as designated Congressional support agencies and major independent and sub-agencies that deliver top citizen tasks,” states usa.gov, also run by GSA’s Office of Citizen Services and Innovative Technologies.
The site houses resources, divided into six categories: Tech Solutions, Communities, Customer Service, Contact Centers, Social Media and Web Content; all with links to specialized advice, tools, and help-pages.
Tech Solutions includes plans on cloud computing, sharing government data, web development and support and mobile. The Communities page includes forums and tips on web and new media and IT managers and specialists. You can also search to contact center managers. Customer Service gives highlights and training schedules on service in government, strategic planning and service principles. The page for Web Content delivers videos, testing and policies among its resources and tools, and the Social Media page offers information on all types of social media and addresses challenges, contests and open government. Information on managing all forms of contact centers – telephone response, managing customer email, in-person service, web chat and FAQ databases – is available under Contact Centers.
Other emphases include that of government-provided openness, feedback, ideas, thoughts and suggestions. Sidebars on the site feature: News, Conversations with Twitter and Training.
And just to prove their dedication to the overall improvement of service and open communication, the site makes the Office’s contact information easy to find, along with various social media links – facebook, multiple emails and twitter handle (@GovNewMedia); and states, “This site is for you!”