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?
Citizen Engagement
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.
How Employees of Different Generations View Citizen Engagement
“We need to be thinking about how different age groups will have different needs or expectations. And if we’re not taking that into consideration, then there’s the potential that we could be under-serving one or another group.”
How Montana Transformed Its Constituent Engagement and Communications
Montana resolved its communication problems and implemented a scalable solution that delivers personalized communication to its constituents.
How the City of Oakland Empowered Virtual Civic Participation
As a result of just three virtual efforts, citizens are more engaged than ever before. They have opportunities to get involved in their city.
What to Prioritize and Invest in During a Budget Shortfall
It is important to focus on cost, efficiency, and performance while prioritizing investments that promote multi-year outcomes.
Getting the (Digital) Word Out to Small Businesses
COVID-19 has proven that something so seemingly benign as paper can undermine well-intentioned government efforts if left unchecked.
Using Contact Center-as-a-Service Technology for Better CX
CCaaS providers who offer SaaS-based applications can enable customer service organizations to manage multichannel customer interactions.
When Schools Are Online but Students Aren’t
At least 3.7 million households lack internet access according to a Census Bureau survey. Here is how one school ensures its students have connectivity.