Citizen Engagement

Trust Is a Key Theme for Government in 2024

From learning to trust how artificial intelligence (AI) will handle data and provide insights to implementing zero-trust architectures for cybersecurity to building citizen trust with better customer service, agencies are more focused than ever on delivering trust as part of their services.

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, called LA’MESSAGE, works to change that by sending text message reminders about deadlines, submission requirements, and other concerns.

Digital Transformation: How Agencies Meet the Expanding Expectations of Constituents

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.