Every Project Needs a Plan
Good CX isn’t about having a well-staffed CX office: It’s having CX inform every organizational decision. CX needs to be a priority — and a core capability — in all departments.
Citizen Engagement
CX Innovation: Reminder Text Messages Make a Difference
People often learn they’ve lost access to social services benefits when they try to access them and fail. An innovative Louisiana program helps change that by sending text message reminders about deadlines, submission requirements, and other concerns.
An AI Civic Tech Tipping Point Is Coming in 2026. Is Your Administration Ready?
AI is transforming how local governments serve residents. By 2026, accessible, AI-powered tools will define responsive government.
What’s Next for CX?
When citizens have positive, efficient interactions with government services, it fosters transparency and confidence in public institutions. By prioritizing customer experience (CX), agencies can reduce frustration, improve accessibility, and ensure that services meet the needs of diverse communities. During this month’s CX Community of Practice, we invited Marisa Mellema, Senior Manager, Digital Experience Team, KingRead… Read more »
Want to Increase Public Engagement? Be Intensely Collaborative
Public and private groups often duplicate efforts and miss important opportunities to engage the community. Rather, they should leverage their combined networks as part of a long-term strategy.
Turning the Generational Tech Divide Into an Opportunity: Takeaways for Leadership
Governments need to make sure digital transformation benefits everyone. Bridging the tech divide means change doesn’t leave any residents behind.
Dynamics of Trust: A Community-Based Perspective
Build community trust by understanding residents’ demographics and digital needs to ceate equitable, connected and resident-centered services.
Social Stories Can Benefit Your Community
Government agencies can improve their services by creating social stories that help people understand specific scenarios.
How Plain Language Can Help Improve Your CX
Clear communication is essential in government customer service, and plain language is a key tool for making messages accessible and engaging. By removing jargon and simplifying structure, plain language helps ensure that all audiences can understand and act on information. We spoke with Julie Clement, Principal and Owner of J Clement Communications, in our mostRead… Read more »
How Accessible Civic Tech and Thoughtful Rollouts Can Help Bridge the Digital Divide
As governments modernize their digital services, thoughtful design and inclusive rollout strategies help build trust and ensure every resident is connected.