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.

A New Approach to Legacy System Modernization

I’ve been working in government technology for more than two decades, spending a non-trivial amount of that time modernizing legacy systems to improve how they work and the digital experiences they support. Recently, I came to a somewhat uncomfortable conclusion — I was probably doing it wrong the whole time. Traditional legacy modernization approaches —Read… Read more »