When emergencies strike, your constituents turn to government websites, apps, and digital services for fast, clear, and reliable information. Can your current digital experience support a robust crisis response? During our latest CX Community of Practice, we welcomed Jamie Biglow, Project Manager, Safety Security Division, CNA Corporation, to discuss practical ways to strengthen your crisisRead… Read more »
In this video interview, Luke Norris with Granicus discusses how agencies can deploy new AI technology to enhance service delivery and internal operations.
Local government communications are more important than ever — keeping communities informed, engaged, and confident in their leaders.
Writing questions is more difficult than you may think. They carry context, tone (if spoken), assumptions, and bias — but they’re also a critical way of gathering feedback. Let’s discuss several ways that questions make assumptions and how to avoid those suppositions when asking for input.
Social media platforms are increasingly being treated as authoritative inputs by artificial intelligence systems. But they were never designed for that role.
As budget pressures mount, local governments must invest wisely. Future-proof civic engagement by prioritizing ADA-accessible websites, resident self-service tools, and modern emergency messaging systems. These investments not only improve efficiency and reduce costs — they build trust, transparency, and long-term community resilience.
In today’s digital environment, confirming people’s online identities isn’t just a security concern: It directly affects public trust in government and streamlined access to services. Learn what agency leaders should be doing and what lessons the IRS is learning.
When residents ask AI systems questions, the answers are often wrong. That’s because AI systems read webpages differently than humans do.
As AI becomes more common in daily life, residents increasingly expect government to follow suit. Research shows growing support for AI in local government — when it’s secure, transparent, and accessible. With clear usage policies and strong communication, agencies can adopt AI responsibly while improving service delivery and meeting evolving resident expectations.
During the latest CX CoP session, we sat down with Jennifer Purdy, Executive Director, CX Tools and Implementation, Veterans Experience Office, VA, to discuss how to map their journey and test improvements within your organizational and budget constraints.