VA has embarked on a mission to modernization, which has been advanced by thinking outside of the box and outside of VA headquarters.
The first step in creating integrated digital experiences for both government employees and citizens is to achieve a single, comprehensive view of the citizen.
The use of AI and open data holds great potential for communicating important information to residents.
Here are tips that can apply across agencies for finding the right cloud strategy to improve services, reduce costs and even, improve customer experience.
Transforming the way your agency serves the public is an inside job — one that starts with challenging internal mindsets and processes.
A focus on government customer experience (CX) is increasingly important to public sector actors, but it takes a dedicated team of employees to initiative effective implementation.
Customer experience (CX) is how customers interact with a business for their services, and a term that applies to governments at every level.
For many government employees, the answer to creating strong CX at their agencies may exist in ignoring their potential for failure.
Government employees know this better than anyone, as the services they offer are vital to the public good, and when they are not delivered promptly and cleanly, citizens can be quick to remind agencies in comment sections and feedback forms.
The difference between good and bad service can be literally life or death, when it comes to veterans contemplating suicide, or serious health problems that need to be addressed.