Why Social Media Breaks Down When AI Becomes the Reader
Social media platforms are increasingly being treated as authoritative inputs by artificial intelligence systems. But they were never designed for that role.
Citizen Engagement
Navigating the Funding Cliff: How Local Governments Can Future-Proof Civic Engagement
As budget pressures mount, local governments must invest wisely. Future-proof civic engagement by prioritizing ADA-accessible websites, resident self-service tools, and modern emergency messaging systems. These investments not only improve efficiency and reduce costs — they build trust, transparency, and long-term community resilience.
Why Identity Will Make or Break the Digital Taxpayer Experience
In today’s digital environment, confirming people’s online identities isn’t just a security concern: It directly affects public trust in government and streamlined access to services. Learn what agency leaders should be doing and what lessons the IRS is learning.
Why Local Governments Get Flattened by AI (and How to Prevent It)
When residents ask AI systems questions, the answers are often wrong. That’s because AI systems read webpages differently than humans do.
AI Usage in Government: Meeting Resident Expectations
As AI becomes more common in daily life, residents increasingly expect government to follow suit. Research shows growing support for AI in local government — when it’s secure, transparent, and accessible. With clear usage policies and strong communication, agencies can adopt AI responsibly while improving service delivery and meeting evolving resident expectations.
Rethinking Your Customer Journey
During the latest CX CoP session, we sat down with Jennifer Purdy, Executive Director, CX Tools and Implementation, Veterans Experience Office, VA, to discuss how to map their journey and test improvements within your organizational and budget constraints.
Local Governments Leading the Way on Digital Accessibility
As ADA deadlines approach, many local governments are taking the lead on digital accessibility. From community outreach to public-private partnerships, early adopters show how accessible websites and apps can build resident trust, improve engagement, and deliver better digital services for everyone — regardless of ability.
What Plain Language Is, and Why We Need It
Agencies communicate effectively when they use plain language — simple, clear writing rather than fancy words and over-long sentences. Here are tips on writing so your target audience understands.
Key Barriers to State Adoption of Web Accessibility Policies
As new ADA deadlines approach, many governments struggle to turn web accessibility requirements into action. Here are some tactics that can help.
Understanding Your Constituents’ Digital Experience
To make meaningful improvements to your agency’s digital experience, you need a clear understanding of your customers’ needs and pain points. During our most recent CX Community of Practice, we met with Louise Schenk, Customer Experience Manager, State of Utah, to discuss ways you can uncover and meet your constituents’ real needs and modernize to transform yourRead… Read more »