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.
Shadow IT: Deciding Between “Know” and “No”
Shadow IT will continue to exist. With the emergence of AI, now may be the time to stop saying “no” to the technology and start “knowing” it.
Reasonable Accommodations Process Should Be Interactive & Confidential
Implementing reasonable accommodations 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.
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 why coloring outside the lines might be your greatest leadership advantage.
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.
Understanding the Reality of Artificial Intelligence in Government
Understanding where AI succeeds in government today is critical for guiding future implementation and impact.