How to Make Digital Channel Shift a Reality
Channel shift happens when people realize that they can avoid long waits at on office or on the phone by doing a quick web chat.
Citizen Engagement
Match Employee Skills to Customer Needs for Happy Customer Experience
To serve its customers best, the Defense Digital Service (DDS) recruits for the skills and capabilities that its customers need.
Not All Digital Transformation Is Equal
Depending on where you look, change is happening quickly or slowly, smoothly or erratically, effectively or rife with challenges.
The Potential to Enhance the Citizen Experience With Automation
Although most agree that improving CX is needed, we wanted to understand whether they see a role for automation technology in that endeavor.
How a Passion Project Became Critical to Illinois’ COVID-19 Response
Using automation to track hospital availability utilization is a passion for Illinois’ chief data officer, and it has huge implications for the state.
How COVID-19 Drives LOC’s Digital Transformation
While the coronavirus continues to test agencies, the Library of Congress also illustrates how they can shift focus during these difficult times.
AWS Partner Network Helps Agencies Navigate the Shift to Remote Work and Increased Citizen Demands
Agencies can address productivity needs by migrating their existing applications and IT assets to the Amazon Web Services (AWS) Cloud.
6 Ways Analytics Accelerated Communities’ COVID-19 Responses
Six use cases for how agencies can use self-service analytics to empower their teams and accelerate the COVID-19 response and recovery.
Managing Multiple Crises Through Communication
To successfully manage digital communications, municipalities need to know who to target with each message and how to reach them.
How Coronavirus has Changed the Way Cities and Residents Communicate on Social Media
A study of social media usage during the last four months shows that residents are looking to their city’s leaders as trusted and authoritative sources of information.