Improving CX Through Simplicity and Security
Good customer experience starts long before a frontline employee interacts with a constituent. seamless cybersecurity is an essential factor.
Citizen Engagement
Setting the Standard for FOIA Case Management: What to Expect From OIP’s New Business Standards Initiative
The Freedom of Information Act is a vital tool for government transparency. But skyrocketing requests call for a streamlined process.
Life Beyond Twitter
How changes in Twitter may change how agencies reach their communities.
Culture Basics: Getting Ready for Employee and Customer Experience
Here are three exercises that can help you ramp up people analytics capabilities and shift toward adopting a true customer experience mindset.
Simple Design Strategies for Improving Constituent Experiences With State and Local Agencies
Agency decision makers and frontline workers should work to improve online constituent experiences. Here are tips for enhancing those interactions.
Defining Data Equity
Data equity accounts for social factors and includes the experience of the underserved in the community. Here are three agencies that bring equity to their use of data.
Massachusetts Citizens Take Their Local Temperatures
Massachusetts volunteers gathered data to map urban heat islands. Here’s how government and NGOs organized the project.
To Help the Public, Give Your Own Staff Better Digital Tools
One very impactful way to improve public service delivery is to create tools to help operational staff do their jobs more effectively or efficiently.
The Foundation of Open Government: Celebrating the 57th Anniversary of the Freedom of Information Act
The Freedom of Information Act is essential to government transparency and accountability. Its next challenge is adapting to requests for new media.
Using AI to Reinforce Our Highest Values and Rebuild Trust in Government
The proliferation of artificial intelligence (AI) offers new opportunities and increased efficiencies. But as AI takes an ever-more important role in our daily lives, we must ensure that it’s used ethically and without bias.