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.”
Citizen Engagement
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.
911 Is a Treasure Trove of Data – How Do We Put It to Good Use?
Consider all the information passing through 911 dispatch centers on a daily basis: addresses, names, medical conditions and more. What can it be used for?
The 3 Levels of Customer Experience
To build an effective and scalable experience, organizations must understand all aspects of their customer interactions and focus on three main levels of CX
How Virtual Queues Are Transforming Government Services
Waiting in line is something we’ve been conditioned to do — from coffee shops to amusement parks and at government offices with ticket numbers in hand. But then COVID-19 hit.