Aim for the “X”

Agencies often suffer from low approval ratings, lower than the private sector. So how can even behemoth agencies reinvent themselves? Paying more attention to experience management (XM) is a great start.

Granicus Recognizes 13 Government Organizations for Excellence in Digital Services

Granicus’ annual Digital Government Awards honor agencies that have transformed civic engagement, service delivery and government efficiency and effectiveness

User Friction: How It Stops Us Fighting Fraud Efficiently, and How to Overcome It

uccessful online services in the public sector demand everything from useful tools and information to smooth navigation and security. Otherwise, members of the public can’t conduct their business.

Better Grants for Operational Experience = Better Outcomes for All

Grant dollars transform how people experience life. But what resources do grant service providers need to understand their recipients better? How can they provide better grants and services to all Americans?

5 Ways to Boost Inclusion With Customer Experience Data

In customer experience management, one way to improve inclusion and increase trust is to consider overlooked or underserved individuals. Here are a few practices for CX professionals and federal leaders who want to foster inclusivity as they improve customer experience.