Our goal is to improve people’s lives by connecting them to trusted government information and services in English and Spanish.

1. Transforming How the Government
Interacts with the Public

2. 2
Our goal is to improve people’s lives by
connecting them to trusted government
information and services
in English and Spanish.

3. 1
They look online
2
They ask their friends
3
They want it to be easy
How People Use Government Services
3

4. How People Use
Government Services
Some still prefer in person.
4

5. How
People
Use
Government
Services
But many times people get frustrated & confused when they
cannot easily find the information and services they need
from their government.
5

6. 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.
6

7. Publishing Platform Provides Reach, Credibility and
Consistency.
1.
USA.gov
GobiernoUSA.gov
Kids.USA.gov
2.
1-844-USA-GOV1
3.
Consumer Action Handbook
Guía del Consumidor
4.
Blog
Social Media
Email marketing
Other outlets
Structured, bilingual content Printed Publications
Fully-staffed, live-agent
assistance
Direct feedback loop
Bilingual
Syndicated content
7

8. 8
USAGov Reach
36 Million
Website Sessions
27 Million
Publications
Distributed
865,000
Live Contacts with
Citizens (CC)
2.3 Million
Social Media + E-mail

9. Engaging and empowering
the Hispanic community
is 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
9

10. • 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+
10
Most of our communications strategies
are focused on:

11. 11
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.

12. FUTURE
OF
USAGov
• 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
12

13. Follow our Progress
13
Blog.USA.gov

14. Your Guide to Government Information & Services
14
Leilani Martinez and Victoria Wales
(leilani.martinez@gsa.gov & victoria.wales@gsa.gov)