Key Barriers to State Adoption of Web Accessibility Policies
As new ADA deadlines approach, many governments struggle to turn web accessibility requirements into action. Here are some tactics that can help.
Citizen Engagement
Understanding Your Constituents’ Digital Experience
To make meaningful improvements to your agency’s digital experience, you need a clear understanding of your customers’ needs and pain points. During our most recent CX Community of Practice, we met with Louise Schenk, Customer Experience Manager, State of Utah, to discuss ways you can uncover and meet your constituents’ real needs and modernize to transform yourRead… Read more »
The Future of Government Is Not Digital — It’s Human Competence in a Digital World
The future of government is not digital, it is the rise of a digitally competent workforce capable of translating tools into mission results.
The Accessibility Education Gap: Why Local Leaders Need Clearer Guidance — Not Just Tools
Local governments face a growing accessibility education gap as new ADA Title II requirements take effect. Here are some ways to prepare.
Every Project Needs a Plan
Good CX isn’t about having a well-staffed CX office: It’s having CX inform every organizational decision. CX needs to be a priority — and a core capability — in all departments.
CX Innovation: Reminder Text Messages Make a Difference
People often learn they’ve lost access to social services benefits when they try to access them and fail. An innovative Louisiana program helps change that by sending text message reminders about deadlines, submission requirements, and other concerns.
An AI Civic Tech Tipping Point Is Coming in 2026. Is Your Administration Ready?
AI is transforming how local governments serve residents. By 2026, accessible, AI-powered tools will define responsive government.
What’s Next for CX?
When citizens have positive, efficient interactions with government services, it fosters transparency and confidence in public institutions. By prioritizing customer experience (CX), agencies can reduce frustration, improve accessibility, and ensure that services meet the needs of diverse communities. During this month’s CX Community of Practice, we invited Marisa Mellema, Senior Manager, Digital Experience Team, KingRead… Read more »
Want to Increase Public Engagement? Be Intensely Collaborative
Public and private groups often duplicate efforts and miss important opportunities to engage the community. Rather, they should leverage their combined networks as part of a long-term strategy.
Turning the Generational Tech Divide Into an Opportunity: Takeaways for Leadership
Governments need to make sure digital transformation benefits everyone. Bridging the tech divide means change doesn’t leave any residents behind.