transforming how the government interacts with the public

Transforming How the Government Interacts with the Public

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Our goal is to improve people’s lives by connecting them to trusted

government information and services in English and Spanish.

1They look

online

2They ask their

friends

3They want it to be easy

How People Use Government Services

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How People UseGovernment Services

Some still prefer in person.

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HowPeopleUseGovernmentServices

But many times people get frustrated & confused when they cannot easily find the information and services they need from their government.

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1-844-USA-GOV1 Responsive Websites

(USA.gov & GobiernoUSA.gov)

Contact Center Services

Publications Social Media

USAGov offers a full suite of bilingual products, built around a single structured API.

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Publishing Platform Provides Reach, Credibility and Consistency.

1.USA.gov

GobiernoUSA.govKids.USA.gov

2.1-844-USA-GOV1

3.Consumer Action

HandbookGuía del Consumidor

4.Blog

Social MediaEmail marketing

Other outlets

Structured, bilingual content Printed Publications

Fully-staffed, live-agent assistance

Direct feedback loopBilingual

Syndicated content

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USAGov Reach

36 Million

Website Sessions

27 Million

Publications Distributed

865,000

Live Contacts with Citizens (CC)

2.3 Million

Social Media + E-mail

Engaging and empowering the Hispanic communityis a key part of our mission

• Educate the Hispanic community about their rights and responsibilities

• Empower them by providing official information about government services and programs

• Guide them to the right resources so they can help themselves and others

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• Social media, including Twitter chats• Direct e-mail communication• Collaborations - Partnering with other

agencies and NGOs• Customer service - Answering questions

from the public every day on FB, Twitter and Googe+

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Most of our communications strategies are focused on:

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A few examples

My wife asked for permission to take my daughter on vacation to the U.S. She has a tourist visa, and has not returned. The authorities here in Guatemala are ignoring my situation.

Hola Juan. We’re so sorry to hear about your situation. We understand that your daughter has not returned to Guatemala. We recommend that you review the FBI’s page on international child abduction: http://1.usa.gov/1FSbqud. You can also call 1-800-THE-LOST (1-800-843-5678) and press 5 for Spanish.

FUTUREOFUSAGov

• Aggregated, personalized content in English and Spanish

• Collected from multiple agencies via APIs• Alerts and notifications about your government

needs (anticipating your needs)• Service you don’t have to think about

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Follow our Progress

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Blog.USA.gov

Your Guide to Government Information & Services

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Leilani Martinez and Victoria Wales(leilani.martinez@gsa.gov & victoria.wales@gsa.gov)