Applying Human-Centered Design for Customer Service
Learn the three steps to any human-centered design process in order to create better customer services in government.
Citizen Engagement
Starting with the Basics: Making the Perfect E-learning Experience
When it boils down to it, a good e-learning experience is actually all about the user experience. User experience is shaped by two variables: target audience and agency goal. Before you start designing a training, consider who your target audience is and what your learning objectives are. The answers to these questions will provide theRead… Read more »
Government Customer Service Isn’t Customer Experience
If you think government isn’t in the customer experience business, think again. Every American deals with government on a daily basis – whether you know it or not – which is why improving customer service is paramount. But the government still has a long way to go. The Forrester’s Customer Experience Index (CX Index) hasRead… Read more »
Revolutionizing Customer Service with Microsoft
This is an excerpt from the recent Customer Service Playbook for Government. In the guide, we detail six plays to help you transform the way your agency serves its citizen users. Despite government investing more time, resources, and knowledge into their customer service initiatives, constituents still don’t seem to be fully satisfied. According to leadingRead… Read more »
With Multi-Layered Citizen Engagement, Public Input on the Budget Doesn’t Have to be Painful
Most citizens are completely disconnected from the public budget processes that dictates where their tax dollars are spent or collected. The public budget process is one that evokes images of thousand-page budget printouts, dry dialogue and sparsely attended public meetings, so who can blame citizens for not paying attention? The creation and implementation ofRead… Read more »
Tips for Creating an Effective Brand
When you think of today’s top brands, which ones come to mind first? Maybe you think of Apple and its reputation for leading the world in innovative technology and beautifully designed products or Nike for inspiring and clothing today’s top athletes. Developing your brand is the single most important asset to an organization. “Brand isRead… Read more »
Cyber-What do the People Want from Govt?
The data collected, saved, utilized, and disseminated from the public is an essential part of government’s backbone. But at the same time, the government must be good stewards of the data. It’s their job to secure constituents’ data. But with great data collection comes even greater responsibility. In the 21st century, American citizens are demandingRead… Read more »
Technical Deep Dive: What it’s like to build at #100MillionCitizens Scale
Originally posted by Torleiv Flatebo, Director of Platform Engineering and Site Reliability on the GovDelivery Blog While GovDelivery is now over 15 years old, we have always been a Software-as-a-Service company priding ourselves in pushing the envelope in terms of cutting edge government software. That said, over the course of the last decade, technology has changedRead… Read more »
Get Customer Service Support from Leaders
This is an excerpt from the recent Customer Service Playbook for Government. In the guide, we detail six plays to help you transform the way your agency serves its citizen users. Again and again the experts we spoke with said great customer service cannot happen unless employees at all levels of the organization support it,Read… Read more »
Making the Leap from Good to Great Customer Service
This is an excerpt from the recent Customer Service Playbook for Government. In the guide, we detail six plays to help you transform the way your agency serves its citizen users. Customer service in government is not exactly stellar right now. Today, citizens expect seamless experiences similar to what they demand of the private sectorRead… Read more »