Understand Employee Experience, Activate Untapped Insights
When we pause to listen more deeply to our employees, we begin to see that our employees can teach us how to get better at serving our customers too.
Citizen Engagement
How Can Digital Government Connect Citizens Without Leaving the Disconnected Behind? Part 1
Find six takeaways on a recent survey about COVID-19’s impact on digital government and Americans’ expectations of technology and public services.
Motor Vehicle Services in The Palm of Floridian’s Hands
MyFlorida is an innovative, digital reimagining of how constituents interact with local driver license and motor vehicle service centers.
How to Use Recreational Esports to Foster Community Connections
To develop modern community connections, government leaders should explore the untapped potential of recreational esports.
What Agencies Achieved by Automating Data Processes
By automating analytics processes, agencies could conduct more efficient audits, identify water leaks faster, save over $1 million in duplicate payments and afford a faster recovery after a natural disaster.
How to Get Chatbots Up and Running
In today’s digital age, people are not only comfortable with online self-service options such as chatbots, they expect them.
How Workforce Engagement Management Can Optimize CX
To deliver secure, personalized experiences to citizens, agencies should rely on a cloud contact center that will meet FedRAMP requirements.
Case Studies About Building Trust Through Data-Sharing
To tackle pressing issues, state and local agencies are improving their processes of collaborating and sharing data to drive solutions. Here are some examples.
Why State and Local Agencies Must Focus on Delivering Exceptional Human Experience
Delivering goods and services is the first purpose of local government. However, a critical part of that mission is not just the actual goods and services, but how they are delivered. In this article, we’ll discuss the issues with traditional citizen experience (CX) metrics in state and local agencies and share best practices for how… Read more »
Tackle the Public’s Rising Customer Experience Demands
The public expects private-sector businesses to serve them continuously and digitally and, increasingly, they expect the same in the public sector.
