From Insight to Impact: A Better Approach to Service Delivery
Jake Sager from Granicus explains how agencies can use AI to turn data-driven insights into meaningful improvements in service delivery.
Citizen Engagement
Are You Validating Your Constituents’ Concerns?
Nobody remembers the routine customer service interaction where everything goes exactly as expected. But people do remember the moments when something goes wrong, especially if the issue is handled poorly. That was the central message of the recent GovLoop CX Community of Practice virtual discussion, featuring Laurie Brown, CSP,communication skills expert and author. During theRead… Read more »
Beyond the Hype: Turning AI Potential Into Reality
In this video interview, Granicus’ Karthik Anbalagan discusses how to turn AI potential into reality for both residents and employees.
Government Publishing for AI Doesn’t Have to Be Complicated
AI is becoming an important way people discover public information. But agencies don’t need to overhaul the way they publish. Here’s why.
How Fairfax County Uses Data to Tell a Better CX Story
Data can help agencies improve customer experience — but only when people understand what the numbers mean and how they connect to community outcomes. That was the focus of GovLoop’s July CX Community of Practice session, “Using Data to Tell Your CX Story.” The discussion featured Aimee Brobst, Director of the County Strategic Plan Division… Read more »
When Silence Isn’t Golden: Why a Lack of Resident Complaints Could Be a Warning Sign
When residents stop speaking up, accessibility may be the missing link. Silence is often a sign of barriers, not satisfaction.
Listening as a Leadership Skill: Strengthening Constituent Engagement in Government
In government, listening is more than courtesy — it’s a leadership skill. When leaders truly listen, constituent engagement becomes more meaningful, responsive, and effective.
From PDFs to Public Trust: Why Documents Are the Front Door to Government
Public documents are critical infrastructure for civic engagement. Make them easier to access for residents of all abilities.
How to Create a Social Media Plan That Builds Community and Trust
During GovLoop’s recent CX Community of Practice, “How to Create a Social Media Plan,” Ellen Kamilakis, Assistant District Administrator for Communications at the Virginia Department of Transportation (VDOT), shared how agencies can use social media to foster trust, engage communities, and communicate effectively during both routine operations and crises.
Rebuilding Trust From the Inside Out: Why Employee Engagement Shapes Public Confidence
In government, listening is more than courtesy — it’s a leadership skill. When leaders truly listen, constituent engagement becomes more meaningful, responsive, and effective.