Future-Proof Citizen Engagement with Intelligent Help Centers
“Citizen engagement and participation are crucial to community buy-in and incorporating citizen voices into decision-making.”
Citizen Engagement
A Core Discipline to Build Public Trust: Customer Experience
A challenge for agencies in this increasingly digital world is the ability to understand the human experience of accessing services and benefits. “Government cannot treat us like humans if they don’t understand our experiences.”
Conducting User Research in Government?
Here is a limiting belief: We are a government organization and don’t think user research is something we can do.
How to Build a More Intelligent Contact Center
“What this [pandemic-driven] digital transformation forced was more consolidation: one intelligent conversation that the whole call center has access to, that delivers it at multiple touchpoints.”
How Has the Pandemic Affected Government Procurement?
Government procurement organizations have faced three primary challenges during the pandemic: opacity, corruption and failure to integrate adequte policies.
4 Ways to Help Your Agency’s Users
Here are four ways to improve your agency’s user experience (UX) before Joe Biden’s President’s Management Agenda (PMA) comes out.
How Utah and a Texas City Are Distributing Vaccines
The approach that has worked is to leverage existing, reliable and accessible technology and supplementing that with additional capabilities to ensure effective and equitable vaccine distribution.
What Login.gov’s Expansion Means for Local, State & Federal Government
Login.gov identity service is now available to city and state governments. Here’s why this is the biggest govtech news to come out in the last five years.
How to Digitize Mission Processes for Better Customer Experience
Now more than ever, agencies must improve citizen experiences by retiring paper-based processes in favor of digitization, automated forms and modern case management.
Re-thinking Your IT Strategy With Best-of-Breed Cloud Architecture
An expert detailed three ways agencies can build the right multi-cloud architecture for serving citizens.