OI 4 Initiative 3: HowTo.gov

Launch HowTo.gov to provide best practices in customer service (including web and contact centers) to federal agencies.

Other Information:

Initiative: Launching HowTo.gov to provide best practices in customer service (including web and contact centers) to federal agencies. Service: Customer experience. Description: Integrating all agency-facing websites that provide tools, training, best practices and information on the use of innovative technologies to improve the experience when the public interacts with government. Challenges: Limited resources. Outcomes: * Eliminated two websites by streamlining the number of websites from three to one * Improves the customer experience by simplifying the experience and creating content in the ―how to‖ format * Increases open government and drives innovation. * Builds the capacity within federal, state and local governments to execute contests and dialogues to leverage expertise outside of their organization and solve government’s most pressing problems. * Saves federal agencies valuable time and resources by providing access to no-cost, policy-compliant tool platforms for contests, blogs, wikis and forums. * Offers agencies the centralized expertise and community of practice managed and the advantage of learning from the experiences of other agencies.

Stakeholder(s):

• Government Program Managers: Customers: Government program managers, Web and new media staff, CIOs and IT staff, contact center staff, senior leaders, open government officials, and anyone working to improve government customer service and public engagement through digital and other interactive tools.


• Web Staff


• New Media Staff


• CIOs


• IT Staff


• Contact Center Staff


• Senior Leaders


• Open Government Officials

Indicator(s):

Indicator:1

Content