How State and Local Gov Are Tackling Challenges
Learn the biggest challenges state and local governments are facing and how they are tackling them.
Citizen Engagement
How Digital Services Can Optimize the Constituent Experience
Learn how state and local agencies can harness digital services to deliver better constituent services.
Using Knowledge Management for Better Government Services
Citizens now expect the same types of services from government agencies as they do from their banks, favorite stores and other businesses. Agencies must treat their constituents as longterm customers by keeping up with trends in communication, technology and mobile connectivity. Learn how knowledge management strategies and tools can help.
Collaborating for a Better Constituent Experience
Collaboration is a common theme in government today because it can increase employee productivity, improve communication, enhance resource sharing and even cut costs. But in a drive to achieve these results, many collaboration projects forget the ultimate objective of government: serving citizens. Learn how you can marry efficiency and results with high-quality constituent services.
The Disney Way Sparks a Customer-Centric Cultural Movement in Grand Lake, Colorado
For over 60 years, The Walt Disney Company has sustained a legendary customer-centric movement at Walt Disney World with 54 Million Guests and over 70,000 Cast Members. But is it possible for any other organization, town or county to create this type of exemplary long-lasting culture? The answer is “yes.”
How Delaware is Centralizing Services Through Open Data
In an interview with GovLoop at the National Association of State Chief Information Officers (NASCIO’s) 2017 Midyear Conference, James Collins, CIO of Delaware, discusses the importance of centralization to unified experiences for citizens and better state services.
How the VA Makes Customer Service Personal
Customer experiences in government agencies, like the VA, can only be improved when employees put themselves in the customer’s shoes. Learn how you can make government CX more personal.
IT Services: Driving Mission Delivery of IT Capabilities, Customer Engagement
Everything you need to know about the FAS IT Services Team.
IT Modernization: Correspondence Management
Many agencies struggle with creating good citizen experiences – particularly in the correspondence management arena. Learn how you can use a Correspondence Management Solution to help process requests more efficiently while delivering better citizen services.
Responding to the Angry Customer
If you work in any job with direct contact with customers, sooner or later you’re probably going to have to deal with someone who is in crisis mode. Knowing how to respond can be the difference between a job well done and a customer who vents his or her anger on you.
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Should You Recognize or Show Appreciation to Average Workers?
Should You Recognize or Show Appreciation to Average Workers?
Should You Recognize or Show Appreciation to Average Workers?
Facing a Challenge? Ask Yourself This Question
Facing a Challenge? Ask Yourself This Question