Government needs to look past single solutions that promise faster processing times or increased productivity. Instead, agencies must holistically rethink their entire organizational culture, including strategies and solutions, for transformative CX change.
GovLoop spoke with representatives from TSA and OPM to learn how federal agencies have prioritized and improved customer experience.
According to John Duckwitz, from Granicus, “The biggest challenge is engaging with citizens where, when and how they want to communicate.”
Amid increasing natural disasters and cybersecurity threats, state and local governments need business continuity plans to minimize disruptions to employees, citizens and IT resources.
Unequal wage compensation, gender imbalances in senior positions, inflexible schedules and even active disparagement of women continue to affect organizations of every size and in every industry. But the positive news is that there are basic steps your agency can take to create a better workplace culture for women and improve female retention.
Employee engagement is the first step to a successful customer service journey, because agency personnel are the people who will actually create and deliver services to constituents. When morale declines, so does productivity and service. On the other hand, when engagement is high, your employees will be driven to provide exceptional experiences that serve the… Read more »
Succession planning is one of those critical tasks that organizations know they need to do. But few do it well — if at all.
There are billions of dollars’ worth of hardware and software in use across government that is either obsolete or on the verge of lacking vendor support.
Historically, the public sector has lagged behind the private in adopting innovations in HR technology. Today, agencies are at a technology crossroads.
Customer experience should be at the heart of digital service design. This requires knowing your customers — determining what their needs are and understanding how they encounter and experience federal digital services.