How to Gain Deeper Insights Into the Customer Experience
In this video interview, Hannah Burn of Qualtrics discusses how state and local agencies can get a more holistic perspective on the customer journey.
Citizen Engagement
Rebuilding Rural America
“How Ya Gonna Keep ’em Down on the Farm (After They’ve Seen Paree?)” It’s a question people have been asking for just over a hundred years. This was a popular song after WWI and would be a common theme for many years. Many early movies had a lead character running off to the big cityRead… Read more »
From Idea to Implementation: How Agencies Are Using AI to Improve Service Delivery
AI isn’t just buzz — it’s powering faster, smarter public services. Here’s how agencies are making it real (and keeping it real).
How AI Can Help Agencies Deliver Better Constituent Experiences
In a recent video interview, Chris Dilley of ServiceNow discusses how agencies can begin leveraging the power of AI in service delivery.
What the Private Sector Gets Right About Process Optimization — And What Government Can Adapt
The private sector has plenty of smart business practices. Here’s how government teams can translate them to the public sector.
How to Increase the Number of Survey Respondents (Part Two)
There are many ways to increase the number of survey responses you receive. One method is avoiding questions about personal information.
How to Increase the Number of Survey Respondents (Part One)
Surveys can offer agencies valuable insight. Here are ways to encourage more people to complete your surveys in more thoughtful ways.
Using Data to Engage with Constituents
Mallory Bateman, Director of Demographic Research, Kem C. Gardner Policy Institute, discusses how to use data to engage with your constituents.
Bite, Snack, Meal: A Practical Approach to Feeding Content-Hungry Readers
Trying to satisfy different types of online readers? Use the Bite, Snack, Meal approach and provide different amounts and types of content for people who want just a taste and people who want the whole buffet.
Attitude Is Everything
It’s often difficult to overcome obstacles and find potential advantages in challenging circumstances. Here is a real-world example of finding a solution without feeling overwhelmed by the problem.