How to Digitize Mission Processes for Better Customer Experience
Now more than ever, agencies must improve citizen experiences by retiring paper-based processes in favor of digitization, automated forms and modern case management.
Digital Government
Innovating During COVID-19’s Second Wave
“The first wave of COVID-19 has shown us how agencies need to invest in shifting away from reactive customer experience to proactively offering digital solutions.”
Reimagining IT Teams to Support Government Service Delivery
IT teams need to augment their traditional responsibilities with digital service delivery capabilities to better support their departments and agencies.
How Henderson, Nevada Gave Firefighters a Virtual Edge
Since January 2020, the department has used a virtual collaboration tool to connect 11 fire stations spread across approximately 106 square miles.
Inside the IRS’s Digital Microlearning Program
Through SHOTs videos, IRS employees can brush up on a subject in about three minutes or less on average.
To Embrace Digital Transformation, Reframe Risk
Agencies can only prolong government digital transformation for so long before people demand change. Here’s how to make progress without unnecessary risk.
How to Use Tech to Close Budget Deficits and Raise Revenue
Agencies need to figure out ways to not just close budget gaps but also raise new revenue streams. To do so, they must prioritize services based on need, not want.
How Smart City Advocates Can Cure Blockchain Headaches
The biggest blockchain obstacles are also the easiest to clear – it only takes smart city boosters educating those in charge.
Reduce Facility Costs Without Sacrificing the Future
Now, leaders face a difficult problem: How do they lower facility costs while considering a post-COVID-19 future?
The 3 Levels of Customer Experience
To build an effective and scalable experience, organizations must understand all aspects of their customer interactions and focus on three main levels of CX