Citizen Engagement

Federal Agencies Must Focus On Emotion To Create Great Government Customer Experiences

Think about the last time you went through airport security. Or applied for federal benefits. Or paid your taxes. How did those experiences make you feel? What specific emotions did they invoke in you? Did you feel comforted, hopeful, and valued – or insulted, frustrated, and nervous? Questions like these are the most important thingsRead… Read more »

How to Beat the 5 Top Excuses For Not Improving Your Agency’s Customer Experience

Naysayers love to complain that real customer experience (CX) improvement is only for the private sector because government is subject to unique and insurmountable pressures. Don’t believe them. Many major corporations must overcome the same hurdles, and some federal agencies are finding ways to break out, too. Use this list of comebacks to subdue governmentRead… Read more »

A Stress-Free Guide to Getting the Most Out of Virtual Events

Want to attend a truly awesome virtual event? Sign up for GovLoop’s free 4th Annual Government Innovators Virtual Summit on April 22nd. We live in a golden age of professional development. Gone, or at least really dimished are time-wasting travel misadventures, rubbery hotel chicken dinners, and awkward run-ins with people you’d rather avoid. Virtual conferences and trainings solve a lot of problems. They provideRead… Read more »

The Four Top Reasons To Improve The Federal Customer Experience

Mandates for better federal customer experience (CX) have been piling up for more than 20 years. The trend began way back in 1993, when Executive Order #12862 required federal agencies to create basic CX standards. The strongest and most recent mandate is last year’s “customer service” cross-agency priority goal, which requires federal agencies to provide theRead… Read more »

The Customer Feedback You’re Probably Missing

Internal customer surveys are a good way to find out how support services are functioning, and they can yield valuable insights that promote innovation, help retain talent, increase job satisfaction and encourage continuous improvement. They can also increase the overall performance of the government, because an organization that cares about its employees’ opinions and acts… Read more »

8 Ways to Leverage Digital Communications for Increased Public Engagement

Originally posted on the GovDelivery blog. “Knowledge is power. Information is liberating. Education is the premise of progress…” – Kofi Annan As a government agency, your job begins and ends with being a purveyor of knowledge for the audience you serve. From informing the public about a disease outbreak, weather emergency, a newly enacted law, orRead… Read more »