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When was the last time you made a dinner reservation by calling the restaurant? Odds are, you’ve likely just used an app on your smartphone. The reasons are obvious – digital services implemented with modern technologies—cloud-native, mobile, and cognitive/analytics—and modern techniques—
When we plan
“Hiking the Poconos is becoming social; kayaking Lake Tahoe is becoming digital.”
New data shows these features are exactly what Americans want from the Federal Government, too.
A new survey by Booz Allen Hamilton called Rise of the Digital Citizen shows that federal websites face a real perception issue. Only 59 percent view federal websites as being easy to navigate, 62 percent as secure, and 38 percent as mobile-friendly. Comparatively, 78 percent of consumers viewed commercial websites as easily to navigate, 66 percent as secure, and 52 percent as mobile-friendly. When compared to leading commercial digital companies, the gap is even greater. These results tell us that Americans see a gap between the functionality of federal websites and commercial websites.
It’s time to change that. Over half of survey respondents are optimistic that that the Federal Government can improve .gov websites and create more responsive platforms in the same way as leading commercial websites do today such as booking an organic farm cooking class on Airbnb, easily returning a pair of Adidas NMDs bought on Zappos, or sharing stories with your friends and family on Snapchat. In addition to websites, today’s consumer also demands efficient, streamlined, and comprehensive engagement on mobile devices. Federal websites and mobile apps enable access to relevant, valuable information, so it’s imperative that these digital services are brought into the modern era.
So, how will our citizens and international visitors find a campsite at Yosemite National park, enter the lottery for the Easter Egg Roll at the White House, or buy a ticket to honor our heroes at the USS Arizona Memorial?
Later this year, a modernized Recreation.gov will be launched, becoming the model for how the Federal Government incorporates human-centered design, agile development, cognitive/cloud technologies, and secure DevOps to transform user experiences. The site will be a one-stop resource for information, trip planning, and reservations for facilities and activities, offered by seven federal agencies. The digital service will be modernized to be more responsive through improved personalization, increased engagement through social, content, sharing, and mobility, with continuous improvements based on insights gleaned from data analytics. And, given what’s known about how consumers tap into digital platforms, it’s clear that consumers everywhere will value the easy navigability, significantly improved search, strong security, and immersive design experience in the site’s new capabilities.
The new Recreation.gov will:
The site is reimagining the reservation, permitting, ticketing and lottery processes from top to bottom to make the experience intuitive and familiar, guarding against information overload and allowing users to quickly and easily find new treasures to discover.
Refreshing federal websites reflects the pride Americans have in our past, present, and future. It sets a new foundation for growth. Embracing technology’s flexibility and vast capabilities in a conventionally untraditional setting is a recognition of the gifts that citizens, international visitors, agency employees, and the facilities themselves give to our nation.
Recreation.gov will empower people to dream, plan, experience, and share memorable recreational experiences of the many national treasures our country has to offer. Technology is just the stepping-stone to improve our most human experiences to create lasting connections and share stories between people and the wonders of the country.