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.

User Experience: An Emerging Best Practice

In the past decade, the concept of user experience (UX) in government IT has gained widespread acceptance and moved into the mainstream.

Understanding Generational Differences Can Improve Local Gov Services

New research findings make clear that local government’s approach to service cannot be one-size-fits-all. At a time when effectively reaching and engaging all community members is imperative for public health and continuity of government operations, understanding and meeting generational differences is critical.