Upskilling Your Workforce for GenAI
Frontline workers know how AI tools could improve their daily tasks better than leadership or IT specialists probably do. A grassroots approach encourages innovation from the ground up.
Do You Know What Makes a Good Question?
Questions are not inherently neutral. They carry context, tone (if spoken), assumptions, and bias. If you’re working with customer (CX) or employee (EX) experience, asking questions is a necessary part of gathering feedback. Let’s discuss a couple of the ways that questions make assumptions and how to avoid them when collecting feedback.
Addressing Federal Workforce Skill Gaps: AI-Driven Upskilling with Service Management
New AI technology available to the federal government is creating new opportunities for efficiency across agencies. However, many federal employees lack the skills required to manage and innovate with AI tools, creating a skills gap that could challenge the government’s ability to fully utilize AI capabilities to streamline government services. By implementing a centralized AI… Read more »
How GenAI Is Transforming Government Services
Beyond all the hyperbole and speculation, generative artificial intelligence (GenAI) is bringing real change to how government delivers services. In this video interview, Tim Paydos of ServiceNow discusses how agencies can reimagine their existing operations and services.
Skills Benchmarking Lays Groundwork for AI Success
In this video interview, Tony Holmes of Pluralsight discusses how agencies can use data to identify and address critical AI skills gaps.
How SLED Can Secure OT, Critical Infrastructure
In state and local governments, much of the operational technology (OT) that monitors and controls critical infrastructure is based on legacy technology. That presents a major cybersecurity challenge. See how to upgrade — simply.
How to Protect Against Identity Threats
Identity-based cybersecurity threats are on the rise. The number of phishing attempts — the most common type of cyberattack — increased 62% from 2023 to 2024, for instance, and identity-related incidents have directly affected 84% of organizations this year. Learn how to protect your agency.
Who’s Watching AI?
AI is great, but is it inclusive? Here are tips to ensure that AI-generated content reflects diverse, unbiased data.
A Decade of Improvement at the Dept. of Veterans Affairs
Ten years ago, when the Department of Veterans Affairs (VA) became one of the first agencies to elevate customer experience (CX) to top priority, leaders created a path toward better serving veterans and their families through improved communications, easier access to information and a focus on restoring veterans’ trust in the agency. In doing so,… Read more »
Cybersecurity: A Menu of State Priorities
No state or local entity should assume that it’s too small or innocuous to undergo a cyberattack. Here’s how North Dakota prepares.