Citizen Engagement

Status of CAP Goals, Part 1: Customer Service

Improving customer service has been an off-and-on federal priority over a number of years. In fact, it is now more broadly referred to as “customer experience,” since research shows that “customer service” accounts for only a quarter of a customer’s overall satisfaction with their experience with a company or government agency.

Fostering Citizen Engagement Through Text Messaging Campaigns

As we move further into the 21st century, mobile engagement has been particularly effective, but with so many channels available, agencies have struggled to develop best practices and standard processes. One tool that is proving popular, however, is text messaging campaigns that reach a broader audience.

How to Advance Women’s Issues from City Hall

The Boston Mayor’s Office of Women’s Advancement was established in 2014. Only two years later, it’s already made significant process towards its goals of increasing women’s representation inside City Hall and within the city-at-large. In a recent interview, the Office’s Executive Director Megan Costello discussed how they’ve managed to so rapidly grow and become an impactful… Read more »