As AI becomes more common in daily life, residents increasingly expect government to follow suit. Research shows growing support for AI in local government — when it’s secure, transparent, and accessible. With clear usage policies and strong communication, agencies can adopt AI responsibly while improving service delivery and meeting evolving resident expectations.
During the latest CX CoP session, we sat down with Jennifer Purdy, Executive Director, CX Tools and Implementation, Veterans Experience Office, VA, to discuss how to map their journey and test improvements within your organizational and budget constraints.
AI is embedded in government operations, and agencies need a proactive approach to data governance in order to mitigate risk — and foster trust.
Meetings are a window into your organization’s culture. How do you make them matter? Here are some tips on making your meetings culture-changers!
Teams may feel fortunate to still have jobs after major cuts, but that fades. Real leadership starts after the layoffs, when the culture feels stretched thin.
Recent fraud regulations are creating a powerful catalyst for transformation. Agencies can leverage these changes to modernize policy and processes.
The evolution of AI coding tools has raised the prospect of “disposable software” that would reduce the need for expensive, long-term maintenance. But although appealing, this paradigm shift would be challenging for government to implement. A SpecOps approach, though, may solve the problem.
As ADA deadlines approach, many local governments are taking the lead on digital accessibility. From community outreach to public-private partnerships, early adopters show how accessible websites and apps can build resident trust, improve engagement, and deliver better digital services for everyone — regardless of ability.
As fraud risks accelerate across public programs, recent directives and enforcement actions signal a decisive shift from compliance-driven oversight to executive-level accountability. This article outlines what local, state, and federal leaders must understand about evolving fraud expectations, enforcement priorities, and governance responsibilities — and why fraud resilience is now a leadership discipline. It concludes with… Read more »
New federal requirements will challenge state benefit systems that rely on paper-based, manual systems to verify week-to-week eligibility. A modern, automated alternative — supported by well-trained employees — offers a scalable, low‑burden alternative.