Leilani Martinez is being recognized for her efforts with USAGov, a program within GSA’s Technology Transformation Service (TTS), whose mission is to connect people with government information and services and help agencies better reach their intended audiences. She conducted user research on bilingual service delivery, reporting scams to government agencies, and synthesizing responses from email user surveys to understand people’s needs and communication styles.
Based on this research, Leilani and her team successfully created a bilingual chatbot for the USA.gov and USA.gov/espanol scam sections. The chatbot has helped more than 40,000 people find answers about scams and fraud and was a Top 8 Finalist in the ACT-IAC Igniting Innovation Awards in 2019. Building on that work, the team also launched a USAGov Facebook Messenger bot for common audience questions. The bot ensures customers won’t have to wait for help from USAGov staff; they can get an answer 24/7.
USAGov’s outreach team manages partnerships with the State Department, the IRS, and many other agencies. Based on USAGov’s recommendations and resulting campaigns, these partnerships reached more than 1.4 million people. Agencies like the Social Security Administration were delighted: “Leveraging USAGov’s team experience has been invaluable to us, particularly as we have been developing a new digital strategy to enhance communication with the public. We worked closely with the team to try out a new engagement tactic and we surpassed expectations. It was not only a big win for us, but it provided us with the training and confidence to innovate, which is a lasting return on investment.”
Leilani recognized that USAGov’s outreach and content creators needed to have a better understanding of the specific needs people contacting the USAGov Contact Center had. To improve that experience, Leilani developed a plan to compile and share the data and reason for inquiries into the contact center.
SERVICE TO THE CITIZEN AWARD WINNER
USAGov now has weekly live sessions allowing everyone to listen together as agents help callers, many of them desperate and seeking help navigating government services. New monthly briefings detail the most common questions in English and Spanish that come to the contact center by phone and webchat.
These practices deepen the understanding of everyone at USAGov and inspire new ways to respond quickly to people’s needs. Recently, the team recognized a spike in requests for homeless services. They studied call and chat transcripts and developed bilingual web content and a public outreach campaign to educate people about federal, state, and local assistance programs.
USAGov’s Leilani Martinez is a visionary that works with her team on new ways to deliver government resources through advanced technology. She leads the way for her team to assist agency partners and provide engaging customer experiences for the American public, wherever they are, and on whatever device they choose.