Overcoming Accessibility Barriers in AI

AI services can silently exclude people with disabilities, language needs, or low-bandwidth access, creating an “equity debt” that compounds over time.

Artificial Intelligence: A New Frontier in Government CX

In this video interview, Luke Norris with Granicus discusses AI’s transformative possibilities and offers specific guidance for the public sector.

From Resilience to Regeneration — A New Standard for Government Excellence

Resilience has been the government standard for decades, but bouncing back is no longer enough. Regeneration offers a new path forward.

Tips for Public Engagement: Measure What You’re Doing

Often, people appreciate even minimal improvement. Measurement can give the community ideas about how to make things even better.

Employee gesturing to computer screen with customer survey on it.

How Empathy Can Improve CX

In virtually every aspect of life, a little empathy can go a long way. This is especially true when we think about how government agencies and their employees interact with constituents. Services, apps, processes, forms, and outreach — core elements of CX programs — can all be improved when approached with an empathetic mindset. ReadRead… Read more »

Want to Increase Public Engagement? Be Intensely Collaborative

Public and private groups often work in parallel, duplicating efforts. Instead, they should leverage their combined networks as part of a long-term strategy.