Beyond ‘I’m Sorry’: Effective Customer Complaint Management
Dealing with unhappy constituents can be tricky, but following a structured, five-step method can help you manage these interactions effectively.
Reasonable Accommodations Process Should Be Interactive & Confidential
Reasonable accommodations in the workplace help people with disabilities do their jobs well and feel more at ease. Implementing RAs should be a collaborative process, and often they’re free.
AI Governance in Government: Building Trustworthy Automation With Public Oversight
While many agencies are adopting AI to streamline services, few have implemented frameworks to manage AI risks. The message is clear: Effective AI governance reduces harm and helps ensures that automation serves the public good.
Approaching the Day With Wonder
What if we lived each day as if it were our first? How would that sense of wonder change our perspectives on work and life? A featured contributor explores the possibilities.
Take a Bite Out of Waste, Fraud and Abuse
Identity proofing, or identity verification, refers to the process of gathering data and analyzing signals to confirm an individual’s identity and assess the risk of conducting a transaction with them. Many individuals have extensive digital trails, making it easy to verify their identities with a high level of confidence. But think about younger individuals whoRead… Read more »
Best Practices in Zero-Trust Architecture
Agencies need to tackle cybersecurity in a holistic way, relying on zero-trust strategies that shift from complex and inefficient approaches to more streamlined, process-oriented systems. Let’s explore a few ways that you can make that shift with these zero-trust best practices from Richard Breakiron, Senior Director of Strategic Initiatives for the Americas Public Sector atRead… Read more »
Coloring Outside the Lines: Leading Through Deregulation
In a world of less red tape, are you feeling liberated or lost? Discover how successful leaders are navigating deregulation and thriving when the rulebook gets thrown out — and why coloring outside the lines might be your greatest leadership advantage.
Understanding the Reality of Artificial Intelligence in Government
Understanding where AI succeeds in government today is critical for guiding future implementation and impact.
How to Create Easy Read Resources
Easy Read documents help individuals with disabilities, people who are not proficient in English, and elderly individuals to access and understand text. Here are step-by-step tips for developing Easy Read resources.
How to Handle Fire Drills
Someone else’s emergency is not necessarily your emergency. However, as supervisors, your team’s fire drills actually are your problem, and you have to stay calm when the heat is on. So, how can you possibly manage everything that comes across your desk in a productive, organized way? By understanding the dynamics of crisis management andRead… Read more »