Don’t Let Complexity Trip Up the Customer Experience
Agencies need to take an approach that both standardizes good CX pracices and supports continuous improvement.
Louisville Advances Innovation by Going Paperless
By next July, the city aims to reduce 40% of its paper consumption, an effort the pandemic accelerated.
How to Take a Human-Centered Approach to CX
Whether providing digital services or seeking input on policies, improving CX is about making those engagements more effective and accessible.
Is Your Relationship With Data Helping or Hurting Innovation?
Your data has a time value, whether you’ve explicitly acknowledged it or not.
3 Things You Can Do Now to Rethink Innovation
“I think this pandemic forced everybody to step off the treadmill collectively and rethink how we want to go forward.”
3 Reasons to Grow Your Emotional Intelligence
Emotional intelligence has broken through as a crucial quality for government employees.
Michigan Streamlines the Messy Middle of Benefits Determination
Leaders within the Michigan Department of Health and Human Services asked a radical question: Why can’t we get people a same-day response when they apply for benefits?“
Improving Your Agency Without Limits
Here is how agencies can modernize how they operate so they have agile people, processes and technologies that can continuously improve.
Unleash Creativity by Rightsizing Productivity
Productivity doesn’t need to come at the expense of creativity.
CX Is More Than a Role, It’s a Mindset
More important than customer experience jobs in gov are the individuals who occupy those roles, their self-awareness and leadership support.