Indiana BMV Builds on Three Pillars to Drive up CX
An overwhelmingly unpopular state agency transformed itself — through IT innovation — and now enjoys a 98% customer satisfaction rating.
Citizen Engagement
Help People by Doing Their Paperwork Automatically
Automating processes internally so that the public doesn’t need to go through manual processes can help save people time and get them the help they need.
Bringing in Constituent Perspectives
To improve customer experience, you have to hear from constituents. Here are some ways to gain their feedback.
Improving CX Through Simplicity and Security
Good customer experience starts long before a frontline employee interacts with a constituent. seamless cybersecurity is an essential factor.
Setting the Standard for FOIA Case Management: What to Expect From OIP’s New Business Standards Initiative
The Freedom of Information Act is a vital tool for government transparency. But skyrocketing requests call for a streamlined process.
Life Beyond Twitter
How changes in Twitter may change how agencies reach their communities.
Simple Design Strategies for Improving Constituent Experiences With State and Local Agencies
Agency decision makers and frontline workers should work to improve online constituent experiences. Here are tips for enhancing those interactions.
Defining Data Equity
Data equity accounts for social factors and includes the experience of the underserved in the community. Here are three agencies that bring equity to their use of data.
Massachusetts Citizens Take Their Local Temperatures
Massachusetts volunteers gathered data to map urban heat islands. Here’s how government and NGOs organized the project.
The Foundation of Open Government: Celebrating the 57th Anniversary of the Freedom of Information Act
The Freedom of Information Act is essential to government transparency and accountability. Its next challenge is adapting to requests for new media.