Making the Case for Prioritizing Government CX
The government holds a monopoly on certain citizen services, but that doesn’t exempt them from making the experience smooth.
Citizen Engagement
Relying on the Outcomes: San Jose’s Digital Services Blueprint
My San Jose, the city’s premier 311 reporting app, is reflective of what impactful digital services can mean to a community.
Bringing in an Innovative Workforce to Deliver Innovative Solutions
A new public sector workforce will usher in an era of citizen-first services, all supported by the cloud.
Are You Ready? The Rapid Increase in Tech Spend Has IT Leaders Thinking Differently
Are you ready to be at the forefront of government IT, and is your department making investments to modernize IT service and project delivery?
How Digital Services Georgia Puts Constituents First
In Georgia, digital services don’t end at IT consultations and website updates. Instead, they’ve prioritized a human-centric experience.
The Evolution of 311 and Government Customer Service
Inspired by customer expectations and feedback the 311 community continues to increase connectivity options. Today’s users access 311 through kiosks, chat, text, online, mobile applications, email, artificial intelligence, and social media.
Shifting Your Cloud Focus From Security to CX
Cybersecurity and the citizen experience (CX) present a balancing act for agencies as although both are important, they’re often short on money and time.
Combining Legacy and Modern IT in Hybrid Clouds to Serve Citizens
Hybrid clouds bridge the gap between legacy and modern IT systems by combining data from both. This gives agencies the best of both worlds on their IT.
What the Feds Have Learned About CX Since the 21st Century IDEA
Recent initiatives suggests that the federal government is more focused on strengthening the customer experience (CX) it provides than ever before.
To Meet Human Needs, Think Human-Centric
The public sector is full of buzzwords. Blockchain. AI. Agile. Machine Learning. Human-centered design. Sometimes these words are more fluff than substance. But when these technologies and approaches are implemented thoughtfully and effectively, they transcend mere buzz and can actually lead to successful outcomes. This has been my experience with human-centered design.