Beyond ‘I’m Sorry’: Effective Customer Complaint Management
Dealing with unhappy constituents can be tricky, but following a structured, five-step method can help you manage these interactions effectively.
Citizen Engagement
Get Better Public Input During Policymaking
How can we ensure that the voices of the public truly shape the policies that govern their lives? Engaging the public effectively in policymaking and planning is crucial for creating inclusive and representative policies. Fortunately, emerging digital tools enable agencies to reach a broader audience as well as gain more feedback and public engagement. DuringRead… Read more »
Embracing Human-Centered Design in Government Software Development
Human-centered design (HCD) incorporates tangible user feedback to ensure that technologies meet the needs of users.
Using Incentives to Increase the Number of Survey Respondents
Offering incentives can increase the number of survey responses you receive, but some incentives are more effective than others, and there are drawbacks.
Digital-First Communications: Reaching People Where They Are
In this video interview, Angy Peterson of Granicus explores the possibilities that a digital-first communications strategy offers and its connection to positive CX.
How to Analyze Survey Responses
There are multiple ways to analyze survey results, and some types of graphs (e.g., pie versus bar) may be more helpful than others.
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.
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.