transforming how the government interacts with the public
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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([email protected] & [email protected])