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Merge pull request #210 from GSA/hotfix-2.0.3
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Hotfix 2.0.3
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Jeremy Zilar committed Nov 9, 2017
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37 changes: 0 additions & 37 deletions content/posts/2017/08/2017-08-03-fox-hound-playing.md
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4 changes: 2 additions & 2 deletions content/resources/crowdsourcing-toolkit-for-federal-agencies.md
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Expand Up @@ -11,8 +11,8 @@ authors:

In a challenge, a “seeker” challenges “solvers” to identify a solution to a particular problem, or rewards contestants for accomplishing a goal. The solutions may be: ideas, designs, logos, videos, finished products, digital games, or mobile applications. There are many challenge success stories in government:

* [Challenges Conducted Under America COMPETES Act Authority](CDN/files/2014/02/implementation-federal-prize-authority.pdf) (PDF, 486 KB, 53 pages, March 2012)
* [Success Stories Compiled in Conjunction with the Challenge.gov First Birthday Event](CDN/files/2014/02/agency-stories-challenge-prize-competitions.pdf) (PDF, 544 KB, 16 pages, September 2011)
* [Challenges Conducted Under America COMPETES Act Authority]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2014/02/implementation-federal-prize-authority.pdf" >}}) (PDF, 486 KB, 53 pages, March 2012)
* [Success Stories Compiled in Conjunction with the Challenge.gov First Birthday Event]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2014/02/agency-stories-challenge-prize-competitions.pdf" >}}) (PDF, 544 KB, 16 pages, September 2011)

Challenges can offer incentive prizes that are either monetary or non-monetary. Examples of non-monetary prizes can include:

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28 changes: 14 additions & 14 deletions content/resources/customer-experience-toolkit.md
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Expand Up @@ -49,7 +49,7 @@ Make the customer experience a strategic priority for your entire organization.
* See what other agencies are doing
* [Strategic Plan FY2014-2018](https://www.opm.gov/about-us/budget-performance/strategic-plans/2014-2018-strategic-plan.pdf) and [Mission, Goals and Priorities](https://www.opm.gov/about-us/budget-performance/goals-priorities) &#8211; Office of Personnel Management (OPM)
* [Vision 2025](https://www.ssa.gov/vision2025/) &#8211; Social Security Administration (SSA)
* [myUSCIS Overview](CDN/files/2015/12/DHS-myUSCIS-overview.docx) (Word, 69 kb) &#8211; United States Citizenship and Immigration Services (USCIS), Department of Homeland Security (DHS)
* [myUSCIS Overview]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/DHS-myUSCIS-overview.docx" >}}) (Word, 69 kb) &#8211; United States Citizenship and Immigration Services (USCIS), Department of Homeland Security (DHS)

<h2 id="Governance" style="padding-top: 50px">
Governance
Expand All @@ -60,19 +60,19 @@ Designate a single person to be responsible for the customer experience agency-w
### Hire a Chief Customer Officer (CCO)

* Focus on collaboration and teamwork
* [Sample Chief Customer Officer position description](CDN/files/2015/12/Position-Description-for-Chief-Customer-Officer_Dec-2015.docx) (Word, 23 kb) &#8211; General Services Administration (GSA)
* [Sample CCO performance evaluation criteria](CDN/files/2015/12/CCO-EvaluationTemplate.pdf) (PDF, 82 kb) &#8211; GSA
* [Sample Chief Customer Officer position description]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/Position-Description-for-Chief-Customer-Officer_Dec-2015.docx" >}}) (Word, 23 kb) &#8211; General Services Administration (GSA)
* [Sample CCO performance evaluation criteria]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/CCO-EvaluationTemplate.pdf" >}}) (PDF, 82 kb) &#8211; GSA
* Empower the CCO to influence change across the entire organization
* [Federal Student Aid Customer Experience Journey: A Recap]({{< link "2015-08-14-federal-student-aid-customer-experience-journey-a-recap.md" >}})

### Stand up a Customer Team

* Performance Plans
* [Sample CX Consultant performance plan](CDN/files/2015/12/CX-Consultant-Performance-Plan.xlsx) (Excel, 80 kb) &#8211; GSA
* [Sample CX Consultant performance plan]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/CX-Consultant-Performance-Plan.xlsx" >}}) (Excel, 80 kb) &#8211; GSA
* Position Descriptions (PDs)
* [Sample PDs for Digital Government jobs]({{< link "sample-position-descriptions-for-digital-government-jobs.md" >}}) &#8211; incl. usability, design, analytics
* Agency examples
* [Customer Service and Public Engagement Directorate (CSPED) overview](CDN/files/2015/12/DHS-Customer-Service-and-Public-Engagement-Directorate-Overview.pptx) (PowerPoint, 2MB) and [Functional Profile](CDN/files/2015/12/DHS-CSPED-Functional-Profile.docx) (Word, 85 kb) &#8211; DHS/USCIS
* [Customer Service and Public Engagement Directorate (CSPED) overview]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/DHS-Customer-Service-and-Public-Engagement-Directorate-Overview.pptx" >}}) (PowerPoint, 2MB) and [Functional Profile]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/DHS-CSPED-Functional-Profile.docx" >}}) (Word, 85 kb) &#8211; DHS/USCIS

### Coordinate delivery of content and services

Expand Down Expand Up @@ -110,7 +110,7 @@ Publish customer service standards and train all employees so they understand th
* Improve the onboarding process for new employees
* Develop a “New Employees” section on your intranet to help new hires easily find critical information
* Share customer service expectations and stories on your intranet
* [Sample intranet content](CDN/files/2015/12/DHS-USCIS-sample-intranet-content.pptx) (PowerPoint, 688 kb) &#8211; DHS/USCIS
* [Sample intranet content]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/DHS-USCIS-sample-intranet-content.pptx" >}}) (PowerPoint, 688 kb) &#8211; DHS/USCIS
* Encourage employees to join the [CX Community of Practice]({{< link "customer-experience-community.md" >}})
* [Celebrate Customer Service Week]({{< link "2015-09-11-how-will-you-celebrate-customer-service-week.md" >}})
* Learn from the private sector
Expand All @@ -119,7 +119,7 @@ Publish customer service standards and train all employees so they understand th
**Hold employees accountable**

* Include customer service in performance rating criteria
* [Sample performance rating elements](CDN/files/2015/12/GSA-Sample-Critical-Elements.xlsx) (Excel, 23 kb) &#8211; GSA
* [Sample performance rating elements]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/GSA-Sample-Critical-Elements.xlsx" >}}) (Excel, 23 kb) &#8211; GSA

**Respond to employee concerns**

Expand All @@ -139,7 +139,7 @@ Systematically collect and analyze customer behavior and feedback to understand

### Clearly identify who you’re serving

* [Guide to Understanding Your Customer](CDN/files/2015/09/Understanding-Your-Customer.pdf) (PDF, 10 MB)
* [Guide to Understanding Your Customer]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2015/09/Understanding-Your-Customer.pdf" >}}) (PDF, 10 MB)
* [Getting to Know Your Users: Tips and Tricks from Veterans Affairs]({{< link "2015-05-29-getting-to-know-your-users-tips-and-tricks-from-veterans-affairs.md" >}})
* Spend time in your customers’ shoes
* Be a “secret shopper” and interact with your agency from the outside in
Expand All @@ -150,7 +150,7 @@ Systematically collect and analyze customer behavior and feedback to understand
* [Using Personas to Better Understand Customers: USA.gov Case Study]({{< link "2015-04-06-using-personas-to-better-understand-customers-usa-gov-case-study.md" >}})
* Sample personas.
* [Veteran’s Affairs Personas](http://www.innovation.va.gov/docs/Voices_Of_Veterans_11_12_4.pdf) (PDF)
* [USDA Personas and Use Cases](CDN/files/2014/01/Marsh-Personas.pdf) (PDF, 567 kb)
* [USDA Personas and Use Cases]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2014/01/Marsh-Personas.pdf" >}}) (PDF, 567 kb)

### Map the entire customer journey

Expand Down Expand Up @@ -226,7 +226,7 @@ Define a framework for collecting common customer metrics, measures and outcomes

### Determine service levels for top tasks

* [Report of the Citizen Service Levels Interagency Committee](CDN/files/2014/07/Report-of-the-Citizen-Service-Levels-Interagency-Committee-CSLIC-2005.doc) (Word, 233 kb, 2005) &#8211; CSLIC
* [Report of the Citizen Service Levels Interagency Committee]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2014/07/Report-of-the-Citizen-Service-Levels-Interagency-Committee-CSLIC-2005.doc" >}}) (Word, 233 kb, 2005) &#8211; CSLIC

### Standardize processes

Expand All @@ -236,12 +236,12 @@ Define a framework for collecting common customer metrics, measures and outcomes
* Adopt survey best practices
* [Designing a Better Customer Survey](https://www.youtube.com/watch?v=9VxW7mFZUc4&list=PLd9b-GuOJ3nH7xSSjL1XBXPfVqw68BNbW&index=15) &#8211; video
* [Navigating the Alphabet Soup of Survey Methodologies](http://www.clicktools.com/wp-content/uploads/2015/04/Navigating-the-Alphabet-Soup-of-Survey-Methodologies.pdf) (PDF) &#8211; ClickTools
* [Sample CX Question Database](CDN/files/2015/12/sample-CX-question-database.xlsx) (Excel, 87 kb)
* [Sample CX Question Database]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/sample-CX-question-database.xlsx" >}}) (Excel, 87 kb)
* [Likert-Type Scale Response Anchors](https://www.uc.edu/content/dam/uc/sas/docs/Assessment/likert-type%20response%20anchors.pdf) &#8211; recommended wording and rating scales for a variety of survey questions
* Sample surveys
* [BusinessUSA](CDN/files/2015/12/sample-survey-BusinessUSA.docx) (Word, 29 kb) &#8211; Department of Commerce
* [Passports](CDN/files/2015/12/sample-survey-Passports.docx) (Word 75 kb) &#8211; State Department
* [USAJOBS](CDN/files/2015/12/sample-survey-USAJOBS.xlsx) (Excel, 76 kb) &#8211; OPM
* [BusinessUSA]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/sample-survey-BusinessUSA.docx" >}}) (Word, 29 kb) &#8211; Department of Commerce
* [Passports]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/sample-survey-Passports.docx" >}}) (Word 75 kb) &#8211; State Department
* [USAJOBS]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/sample-survey-USAJOBS.xlsx" >}}) (Excel, 76 kb) &#8211; OPM

### Use shared services

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2 changes: 1 addition & 1 deletion content/resources/digital-governance-policies.md
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Expand Up @@ -18,4 +18,4 @@ Start by using this document to map out a governance plan for your agency. Let u
1. Start a discussion on the **Digital Council listserv** about what you would like to see changed.
2. Edit the page on Github or leave a comment in an Issue: <https://github.com/GSA/digital-governance-outline/>

You can download version 1.1 of the [Digital Governance Policy Outline as a PDF »](CDN/files/2017/05/OutlineDigitalGovernancePolicy.pdf)
You can download version 1.1 of the [Digital Governance Policy Outline as a PDF »]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2017/05/OutlineDigitalGovernancePolicy.pdf" >}})
6 changes: 3 additions & 3 deletions content/resources/federal-compatible-terms-of-service-agreements.md
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Expand Up @@ -25,7 +25,7 @@ Federal friendly Terms of Service for distribution agreements have been negotiat

## How to Implement

If you’re a federal employee, follow these steps (or [download our easy step-by-step flowchart](CDN/files/2015/02/DigitalGov-TOS-flowchart_v6-Feb-2-2015.pdf " see our easy step by step flowchart") [PDF, 1 page, 361 KB, February 2015 ]) before setting up an account to use a free digital media tool:
If you’re a federal employee, follow these steps (or [download our easy step-by-step flowchart]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2015/02/DigitalGov-TOS-flowchart_v6-Feb-2-2015.pdf " see our easy step by step flowchart"" >}}) [PDF, 1 page, 361 KB, February 2015 ]) before setting up an account to use a free digital media tool:

1. **Review existing policy**: Review your agency’s social media policy and guidance to be sure you understand requirements to use specific tools, branding, etc.

Expand Down Expand Up @@ -80,7 +80,7 @@ Negotiations with other providers are ongoing.

## For Social Media Providers

GSA welcomes expressions of interest from providers who want to offer, for the federal government&#8217;s consideration, social media products that are free of charge. GSA developed a [model TOS template](CDN/files/2014/01/model-amendment-to-tos-for-g.doc) (MS Word, 55 KB, 5 pages, October 2011) listing the points, issues, and concerns that typically arise in standard Terms of Service and are problematic for federal agencies. This model agreement suggests replacements that would be acceptable to most federal agencies.
GSA welcomes expressions of interest from providers who want to offer, for the federal government&#8217;s consideration, social media products that are free of charge. GSA developed a [model TOS template]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2014/01/model-amendment-to-tos-for-g.doc" >}}) (MS Word, 55 KB, 5 pages, October 2011) listing the points, issues, and concerns that typically arise in standard Terms of Service and are problematic for federal agencies. This model agreement suggests replacements that would be acceptable to most federal agencies.

If you are such a provider, see the guidance about how to express interest in offering an amended TOS or updating a current one.

Expand All @@ -90,7 +90,7 @@ Social media providers interested in engaging in Terms of Service discussions wi

* Find your agency&#8217;s [Social Media Terms of Service Point of Contact]({{< link "agency-points-of-contact-for-federal-compatible-terms-of-service-agreements.md" >}})
* View the list of negotiated [Terms of Service agreements]({{< link "negotiated-terms-of-service-agreements.md" >}})
* Use the [model TOS template](CDN/files/2014/01/model-amendment-to-tos-for-g.doc) (MS Word, 55 KB, 5 pages, October 2011)
* Use the [model TOS template]({{< link "https://s3.amazonaws.com/digitalgov/_legacy-img/2014/01/model-amendment-to-tos-for-g.doc" >}}) (MS Word, 55 KB, 5 pages, October 2011)
* Read about [NASCIO&#8217;s revised Terms of Service for Facebook](http://www.nascio.org/newsroom/pressrelease.cfm?id=93) for state and local governments
* April 2013 guidance [OMB Memorandum M-13-10](https://www.whitehouse.gov/sites/whitehouse.gov/files/omb/memoranda/2013/m-13-10.pdf) (PDF, 1.2 MB, 17 pages, April 2013) on Antideficiency Act Implications of Certain Online Terms of Service Agreements

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