People often learn they’ve lost access to social services benefits when they try to access them and fail. An innovative Louisiana program, called LA’MESSAGE, works to change that by sending text message reminders about deadlines, submission requirements, and other concerns.
Constituents have increasingly high expectations, and government agencies are pressed to do more with limited resources. Digital tools, such as artificial intelligence, can transform how government meets public needs and supports agency staff.
Governments can use AI and machine learning to enhance citizen experience and streamline overall operations.
Pickleball has sparked controversy in communities around the country — and is a metaphor for why, and how, government should listen to constituents.
You can improve customer service even if you’re not in charge. Here are three ways to make a difference.
Government workers who interact directly with the public give customers their first impression of not only that transaction, but the agency as a whole. To make that impression a good one, frontline workers must have the right support. And it comes in ways that aren’t always obvious.
Journey maps track a typical consumer experience with a product or service. They’re complex, require careful planning — and can be an invaluable tool for agencies looking to improve their customer engagement.
While generative AI models like ChatGPT have advanced significantly in simulating human-like conversation, they are not production-ready solutions for comprehensive customer support in government agencies.
Customer experience is a priority for government agencies. Here are six tips for improving it.
Good CX isn’t having a well-staffed CX office: It’s having CX inform every decision throughout the organization. CX needs to be a priority — and a core capability — in every department.