Tag Archives: Mobile

Trends and Tactics for the Government Customer Experience

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The recently released President's Management Agenda (PMA) is focused on the issue of declining trust in government. In the report, this lack of trust is tied to the poor customer service citizens receive from government. In the age of Amazon, Uber, and social media reliance, the level of service people expect from companies has dramatically changed. Citizens expect to be able to contact organizations on their terms (via mobile, online chat, email, phone) and that when they connect with someone, they will have all relevant data at their fingertips. While that has been a reality in the commercial sector, it's a fairly new concept for government.

In 2014 President Obama made citizen service a cross agency priority. Since that time agencies have made large strides in improving how they interact with the citizens they serve. In fact, according to the 2017 ACSI Federal Government Report, citizen satisfaction with government service is at its highest levels since 2006. But there is still much work to be done. Continue reading →

Digital Forensics 101

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The digitization of records and processes across government increases the need for sound digital investigation tools and processes. Whether it is looking into a data breach or gathering information for litigation, organizations are spending a lot of time culling through this data to get answers to pressing issues. An IDG survey found that a vast majority of organizations conduct digital investigations on a weekly basis. These investigations range from proving regulatory compliance, security incident response (including post-event analysis), and stopping high risk employee behavior (acceptable use violations).[Tweet "A look at digital investigations with Tod Ewasko, Director of Product Mgmt. at AccessData. #GovEventsBlog"]

We sat down with Tod Ewasko, Director of Product Management at AccessData to learn more about the role of digital investigations as a part of everyday IT efforts.

Q: Who "owns" forensics? IT? Legal? HR?

A: The answer is kind of all three. Many people lump forensics in with cybersecurity, but it's really a separate entity. Yes, forensics tools are used to investigate cyber incidents, but they are not preventative. That is what you have the "hunting" tools out there for - watching firewalls and logs for anomalous behavior or activity. Once that is stopped, then the forensics tools come in to make sense of it - to see how it happened and drive the plans to make sure it does not happen again. Forensic tools look beyond the event and gather all data relevant to the systems in question.

Q: Is forensics all reactive then? Continue reading →

Government Event Market Remains Consistent

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Last month we surveyed GovEvents' organizer members to get a pulse on what they are seeing in the government events' market. The common theme we found is that the environment for government events seems to be stable and unchanging.

This is good news in the wake of the GSA event scandal that dealt a big hit to the government events' market in 2012 and 2013, but should we get comfortable with this status quo? First, let's look at some of the stats:

  • 61% of respondents said they are planning the same number of events as they did a year ago.
  • 42% of organizations said they are spending the same amount of money on events as they did last year.
  • 57% of respondents said that attendance at events is about the same as it was a year ago with 29% noting a rise.[Tweet "GovEvents Survey Findings: Government Event Market Remains Consistent. #GovEventsBlog"]

These findings were similar to those discovered by Market Connections earlier this year. In that survey of government employees, the results showed that event attendance continued to be flat for the last couple of years after seeing an uptick after the issues around the GSA event were addressed. Continue reading →

Declare Your Independence from Paper

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Digital-first is a common mantra among government agencies today. While it's been getting more press as agencies move to improve their citizen interactions, this shift to online is nothing new.

In 2003, the Government Paper Elimination Act went into effect. In 2013, the Obama administration set out the ambitious goal of a completely paperless government by 2019. Whether or not that goal is reached, by 2019 we will be living in a society much less reliant on paper. The benefits of a paperless society are numerous and include:

  • Environmental - Less paper equals less deforestation and pollution related to the manufacture of paper.[Tweet "The benefits of a paperless society are numerous. #GovEventsBlog"]
  • Economic - According to the EPA, a paperless office saves roughly $80 per employee annually in paper-related costs, which includes not only the paper itself, but also ink, toner, storage space, postage and more. Individual employee savings are even bigger when you consider the efficiencies gained. "The ROI for Government of Going Digital Made Simple" report from IDC Government Insights found that employee salaries are the "key component for savings." Reducing the amount of time workers spend processing, storing and maintaining paper forms will have the most impact on costs. Efficiency is gained not only for those employees in charge of documents, but also for people across the organization that benefit from having simplified access to data.
  • Data Value - Going paperless also increases the security and value of the data once stashed away in dusty file cabinets. With data stored digitally, organizations can better access it to analyze trends and comply with requests for information and transparency.

Continue reading →

Update Your Event Through Sponsorship

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Virtual Reality, Streaming Video, Mobile Apps, Fitness/Health sessions - these are all hot trends at events and can make one event stand out among the rest. But how do you integrate them into an event that is working on a tight budget and even tighter resources. The answer? Sponsorship.

We've written about the changing expectations of sponsors. No longer is a logo on a sign enough incentive for companies to support your show. They want interaction with attendees, they want a deeper connection. Creating a whole new sponsor program to accommodate this need can feel like another item on the to-do list, but if you combine these opportunities with your desire to update your event you end up killing two birds with one stone.[Tweet "Combine the updates to your event with updates to your sponsor opportunities. #GovEventsBlog"] Continue reading →