Why Local Governments Get Flattened by AI (and How to Prevent It)
When residents ask AI systems questions, the answers are often wrong. That’s because AI systems read webpages differently than humans do.
Citizen Engagement
AI Usage in Government: Meeting Resident Expectations
As AI becomes more common in daily life, residents increasingly expect government to follow suit. Research shows growing support for AI in local government — when it’s secure, transparent, and accessible. With clear usage policies and strong communication, agencies can adopt AI responsibly while improving service delivery and meeting evolving resident expectations.
Rethinking Your Customer Journey
During the latest CX CoP session, we sat down with Jennifer Purdy, Executive Director, CX Tools and Implementation, Veterans Experience Office, VA, to discuss how to map their journey and test improvements within your organizational and budget constraints.
Local Governments Leading the Way on Digital Accessibility
As ADA deadlines approach, many local governments are taking the lead on digital accessibility. From community outreach to public-private partnerships, early adopters show how accessible websites and apps can build resident trust, improve engagement, and deliver better digital services for everyone — regardless of ability.
What Plain Language Is, and Why We Need It
Agencies communicate effectively when they use plain language — simple, clear writing rather than fancy words and over-long sentences. Here are tips on writing so your target audience understands.
Key Barriers to State Adoption of Web Accessibility Policies
As new ADA deadlines approach, many governments struggle to turn web accessibility requirements into action. Here are some tactics that can help.
Understanding Your Constituents’ Digital Experience
To make meaningful improvements to your agency’s digital experience, you need a clear understanding of your customers’ needs and pain points. During our most recent CX Community of Practice, we met with Louise Schenk, Customer Experience Manager, State of Utah, to discuss ways you can uncover and meet your constituents’ real needs and modernize to transform yourRead… Read more »
The Future of Government Is Not Digital — It’s Human Competence in a Digital World
The future of government is not digital, it is the rise of a digitally competent workforce capable of translating tools into mission results.
The Accessibility Education Gap: Why Local Leaders Need Clearer Guidance — Not Just Tools
Local governments face a growing accessibility education gap as new ADA Title II requirements take effect. Here are some ways to prepare.
Every Project Needs a Plan
Good CX isn’t about having a well-staffed CX office: It’s having CX inform every organizational decision. CX needs to be a priority — and a core capability — in all departments.