We are experiencing a shift of thinking and how we do business in government. Public servants are intrapreneurs rather than “lazy” government workers.
Technology is constantly changing as new tools are developed and old tools are modified or repurposed, and these commercial innovations are having a growing impact on how we govern.
Agencies and other organizations have to focus on those who participate but remember there are large numbers of people within their jurisdictions who do not participate.
From renewing a driver’s license to filing federal tax returns, there is a full spectrum of services citizens expect from government. It’s up to agencies to figure out how to ensure that each touchpoint meets growing citizen expectations and aligns with their organizational missions.
To help your agency build on its current efforts, here are seven best practices to drive better outcomes from your CX strategy.
When faced with imminent danger, you re-think your lack of preparation and the safety of your loved ones. Here are some lessons you can learn from Hawai'i's recent false alarm.
Take time to understand the “me” in your public service domain and strive to make 2018 a little more authentic, a lot more personal and better than last year. Let’s rise to serve the “me,” putting the person before the process.
To improve customer experience and cut back on unnecessary costs, the state decided to automate some of its search processes with a chatbot named Missi.
It is important for your agency priorities to be in sync with the priorities of the people in your jurisdiction.
Government needs to look past single solutions that promise faster processing times or increased productivity. Instead, agencies must holistically rethink their entire organizational culture, including strategies and solutions, for transformative CX change.