Stephanie Kanowitz

In today’s digital age, people are not only comfortable with online self-service options such as chatbots, they expect them. Gartner estimates that by 2022, 85% of customer service interactions will start with s […]

Customer experience (CX) has not always been a top priority at agencies, but is becoming one rapidly. For instance, the Government Contact Center Council formed to discuss and share best practices to improve […]

In the best of circumstances, government contact centers are a demanding environment. Increasingly, constituents are looking to leverage multiple channels to interact with agencies, including voice, chat, email, […]

Inherently a complex process, grant management gets even more complicated in times of crisis. The CARES Act exemplifies this.

“Grants management is a really complex value chain,” said James Ha, Chief Exe […]

The pandemic has made clear the need for modern technologies and remote access to applications and data. But armed with that knowledge, how will agency leaders respond, and how can IT shops be resilient in […]

The Las Vegas Valley Water District, Southern Nevada Water Authority and Springs Preserve were in better shape than many government agencies when work shifted online. That’s because the three organizations that d […]

A government focus on customer experience (CX) is relatively new, but the idea has quickly grown deep roots. “Improving Customer Experience with Federal Services” is a Cross-Agency Priority goal of the 2018 Pre […]

With a primary mission of protecting the U.S. nuclear arsenal, Sandia National Laboratories is not immune to the collaboration struggles most government agencies face.

Steve Pope, a Graphic Designer, and […]

Endorsements of and efforts toward enabling telework aren’t new: Government agencies at all levels have increased their support for telework over the last 10 years. Still, some government operations, including f […]

Across all levels of government, the number of teleworkers jumped during the pandemic. The General Services Administration went from 50% to majority telework, but many state and local government workers are in the […]

The President’s Management Agenda provided agencies with a clear goal: Leverage data as a strategic asset. In theory, they are in great positions to do so. They have growing volumes of data available to use and d […]

The rate at which data is growing is astounding.

Consider these statistics: the world’s data will go from 33 zettabytes in 2019 to 175 zettabytes in 2025, according to IDC’s “Data Age 2025” whitepaper. A study […]

State and local agencies are focused on two concurrent and related IT tasks: digital transformation and cybersecurity. Although they once were separate efforts, today they go hand in hand – with software at the h […]

The growth in data is outpacing our ability to understand it. There are plenty of tools that ought to help, but they are beyond the reach of general users.

To glean anything meaningful from data, you need […]

Government agencies understand the value of identity and access management solutions. For years, they’ve used these solutions to manage employee access to IT assets, whether on-premises or in the cloud. But now a […]

As the government’s complete reliance on digital technologies expands, it becomes harder to secure the growing network of new devices, IT systems and cloud solutions. In short, the network is the mission.

It u […]

Cloud and modernization go hand in hand, and the result of this combination is a more efficient and effective agency.

Cloud supports many emerging technologies such as artificial intelligence, machine learning […]

Updating legacy systems is one of the biggest mandates coming from the White House heading into 2020. Often when agencies think about modernizing systems, they think about implementing a cloud solution, but […]