In today’s ever-connected world, constituents have increasingly high expectations that their federal, state and local agencies will provide exceptional service. Many agencies struggle, however, with creating good citizen experiences – particularly in the correspondence management arena. Challenges include siloed departments and disparate systems that complicate the process of answering requests, systems that don’t support automation… Read more »
This new pocket guide from GovLoop will give you an overview of a customer-centric approach when it comes to digital services in the public sector, why it matters and case studies and steps for development that will help you get to where you need to be.
Learn how other agencies are improving their customer service delivery and addressing these 6 common pain points.
Timely and actionable data can tell us a lot about our government, the citizens it serves and whether federal programs are effectively meeting their needs. Not only that, but data can also capture the sentiments of rank-and-file employees who fuel those services and programs. The ability to capitalize on those valuable insights has been an… Read more »
Since Alexander Graham Bell ushered in the telephone in 1876, the ability to communicate across distances has become immediate. Passing notes in class is so passé. Why wait for a break to exchange messages? Do it now over a smartphone! Today we demand this instant communication — both in our personal and professional lives. The… Read more »
The most successful companies not only meet but exceed our expectations for timely, personalized and professional services. For them, good customer service is good business. If this is true in the corporate world, why should government be any different? If you think about it, government is a collection of many small and large enterprises that… Read more »
Learn how you can use self-service analytics to improve overall citizen experiences, interactions, and the way your agency delivers customer service.
It’s a new age of customer service for government.
In this annual end-of-year list issue, GovLoop analyzed the best public-sector innovations across 10 categories.
The government is finally making inroads into understanding and providing better customer service. But it faces significant challenges. Government agencies must operate on tighter budgets and with smaller staffs. Many knowledgeable and experienced employees are retiring, further undermining agencies’ ability to effectively serve customers. Today’s citizens and stakeholders demand fast, accurate answers from government agencies,… Read more »
Picking the right IT investments is important for better constituent engagement and citizen satisfaction – and the government is taking note. For example, the President’s fiscal 2016 budget proposal increases IT spending to over $86 billion. Moreover, the budget requests $105 million to create digital service delivery teams at agencies. If government is going to be… Read more »
To implement human-centered design in your agency, you’re going to need a toolbox of methods, techniques, and resources, as well as a process to guide you through using that toolbox. This course is Part 2 of an ongoing series of learning modules that delve into the process of human-centered design. Watch Part 1, The Human-Centered Design… Read more »
Every year, citizen engagement seems to improve. New technologies are born; new innovations connect citizens with the government; new ideas start to take root. It’s 2015, and citizen engagement has gone far beyond basic social media and town halls. As we make our way through the 21st century, citizen engagement is continuing to evolve. New… Read more »
Simply having a Facebook Page and posting to it occasionally is no longer enough to create a robust social media presence. You must be smart, strategic and ever more creative in order to gain the attention of your audience and reach the right people in your community. GovLoop and Facebook have partnered to create this… Read more »
Every agency has a responsibility to focus its efforts on fulfilling the needs of its citizens. However, it’s unfortunately all-too-common for competing interests to shift the discussion toward internal agendas and interests. This course introduces the concept of human-centered design and its role in developing government products, services, and policies that put citizens and their… Read more »
New Year’s Resolutions –we can all agree that they are difficult, if not impossible, to maintain. But here’s the thing: small, incremental changes and improvements are totally attainable. Say instead of joining the new workout fad – like Crossfit – you instead walk a mile a day. That’s completely doable. And by walking that mile,… Read more »
You’ve got mail! While other forms of citizen engagement often get a lot of hype, the real killer app is email. But just because email is the killer app doesn’t mean government always knows the best ways to take advantage of its power. But you are in luck, because we have uncovered the six stages… Read more »
As state and local government employees, you face some tough IT obstacles. You have to build digital solutions to meet constituent demand, and design IT systems and architectures to support new services – all in an environment of tight budgets and limited staff. But by conquering these challenges, you can improve the community planning and… Read more »
Citizen engagement is nothing new. It’s been conducted in one form or another since the dawn of democracy: Citizens and their elected leaders have met in a variety of ways to exchange ideas and thoughts on policies, processes and more. Until recently, however, this engagement happened in a relatively few ways: Town hall meetings printed… Read more »
Natural disasters. Budget crises. Significant technological failures. In today’s interconnected world, a single disruptive event can have negative repercussions on a community long after the initial impact. This makes the imperative for a swift recovery a priority for state and local government. The ultimate goal is to make the community resilient to such events; it… Read more »
GovLoop surveyed 255 government employees about new trends in citizen engagement, asking them about topics such as budgets and new initiatives for citizen engagement. We also asked how they define citizen engagement – and got 255 different answers.
Elected officials face the constant challenge of describing complex and intricate policies to constituents. In turn, constituents want to know answers to important questions, such as: how is a policy going to affect our community? How is legislation helping to bring economic development to our district? Has funding been used wisely? For the myriad of… Read more »
GovLoop, in partnership with GovDelivery, conducted a survey of almost 400 public sector professionals exploring how to create an communications and outreach strategy. The findings from the survey are highlighted in our executive research brief.
In GovLoop’s latest industry perspective, iFuture: The Internet of Everything Has Arrived in Government, we looked at how the IoE has transformed the way government operates.
The way we engage with government is quickly changing. We use modern and emerging technology in nearly every aspect of our lives, and we expect these services to be available from our government. Our latest infographic helps you define your agency’s IT roadmap to help you prepare for constituent 2020.
Customer service in government is undergoing a transformation as technology and social media make it increasingly possible for citizens and government officials to engage with each other around the clock. GovLoop’s latest Agency of the Future guide walks you through this transformation, highlighting the customer service trends of today and the direction of customer service… Read more »
One of the most exciting trends in government is mobility. With the flood of consumer devices entering the workplace, the public sector has looked at ways to implement mobile to improve communications strategies, cut costs, increase employee productivity, and transform collaboration across government agencies.
In this guide, we share 7 examples where government is improving access to services and information along the spectrum of citizen engagement: ‘must do’, ‘should do’ and ‘can do’ moments.
Today, technology is a critical component to transform and modernize government to truly create a 21st century government. For our year-end report, the GovLoop team set out to explore what technology trends shaped 2012 to help agencies meet organizational goals. The report also includes best practices, case studies, and identifies which trends will shape government… Read more »
GovLoop is proud to announce our latest guide, The GovLoop Guide: Navigating the Digital Government Roadmap. Technological advancements have enabled government to improve how services are delivered to citizens. This guide focuses on the technology that has enabled government to increase productivity, improve performance and innovate proactively. Throughout this report, we highlight the top… Read more »
GovLoop is proud to announce our latest resource, The GovLoop Research Report: Re-Imagining Customer Service in Government. In this report, we interviewed 11 government employees and conducted an online survey of 138 government employees from our GovLoop community. Customer service is a core function of government. With government customers having heightened expectations of the level… Read more »
GovLoop has partnered with RightNow to produce a variety of resources to help you and your organization excel in customer service. Excelling in customer service is no easy task, and with resources like the GovLoop/RightNow Excelling with Customer Service Guide, the Customer Service Hub and the infographic below, GovLoop and RightNow will help you master… Read more »
GovLoop, in partnership with RightNow, is excited to release the “Excelling with Customer Service” Guide. How is your agency doing as it prepares its Customer Service Plan in response to President Obama’s Customer Service Executive Order? As the October 27 deadline for submission stands just one month away, GovLoop has created the guide below. It’s… Read more »
We’ve got a great Open Gov story (and tool) for you! Last year, former Deputy CTO for Open Government Beth Noveck reached out to GovLoop Founder Steve Ressler about leveraging the energy of community members to complete a gargantuan task: read through all of the Open Government Plans and compile a list of the hundreds… Read more »
Two weeks ago, I unveiled a sweet infographic that GovLoop commissioned to spice up some of the resources available at the USAJOBS Info Center. In case you missed it, here’s a link: 4 Winning Tips for a Successful Job Interview In that post, I promised that we would share two more. Well, here’s 2 out… Read more »