There is a government focus on enhancing customer experience (CX), particularly in online services right now. The White House Executive Order of 2021 elevated CX as a federal priority, echoed by state CIOs prioritizing digital transformation. This report explores how better CX means enhancing the quality of applications through automated testing of software code inRead… Read more »
According to the National Institute of Mental Health, one in five adults in the United States — 52.9 million people — live with a mental health condition. Additionally, approximately half of them also have substance use disorders. Government agencies at all levels are taking swift action to provide support — but stigmas, siloed data andRead… Read more »
Download your copy of this new report to explore the power and necessity of storytelling to measure the human experience.
This new report looks at how contact centers – often the first engagement the public has with an agency – can use cloud tech and analytics to rebrand the government as customer-centric.
Explore the role that chatbots play in the public sector, and how agencies are putting them to use.
In this e-book, you’ll learn how agencies have tapped into their data to improve the relationships between their workforces and communities.
Learn how to strengthen your agency’s resilience, interoffice collaboration and customer experience.
Efficiently and effectively engage your constituents.
Better understand the relationship between trust and experience.
Level up your citizen engagement.
Learn how to reach, serve, and engage citizens in ways that work across generations.
Get your free copy of this e-book to explore the three pillars that impact the success of government services.
Explore the results of a survey of more than 130 federal government employees involved with customer experience efforts in their agencies.
Download your free copy of the new report to explore: – The customer identity and access management (CIAM) timeline. – The challenge posed by inadequate CIAM and best practices for improving it with cloud. – How cloud helped the Directorate of Defense Trade Controls modernize their CIAM. The explosion of devices and communication channels in recentRead… Read more »
In this free report, you’ll explore data-driven solutions to improve CX at your agency.
Learn how civic inclusion helps provide governance and benchmarks for state and local governments’ smart community strategies.
The value of cloud computing for federal agencies is far more than potential cost savings and the ability to reduce their data center footprint. Cloud has the ability to transform the way employees collaborate across siloed departments, access critical data to make decisions and improve the timeliness of federal services. Budgetary constraints, organizational silos andRead… Read more »
All of the flashy press makes moving to the cloud seem simple, but as agencies know, there’s a lot more that goes on behind the scenes.
There’s a major shift in government to transform the way citizens interact with agencies across a variety of platforms. More specifically, there is a concerted effort to deliver consistent, seamless and personalized experiences. Today, citizens demand intuitive services across voice, social media, chat, SMS and all types of automated self-services. To better understand agencies’ topRead… Read more »
State and local governments can meet residents’ expectations by automating their payment systems. This results in more convenient, secure customer payments.
Download this new market trends report to better understand the challenges facing digital and IT transformation in government and how a DXP can address them.
Citizens today expect to have control over how and where they consume public-sector services. These digitally savvy customers are increasingly seeking access to services in new ways, sometimes skipping the traditional office visit or phone call altogether. Instead, they’re turning to mobile websites and apps, and social media to connect with the organization of theirRead… Read more »
Good customer experience is much more than achieving customer satisfaction. Regardless of whether it’s coming from the private or public sector, good CX must be: accessible, engage customers on the channel of their choice (digital, in person or voice) and proactive in determining customer needs. Here’s how your agency can make the business case for… Read more »
In this report, you’ll learn how government can use innovative communications tools for optimal digital citizen experiences.
Governments have made great strides in the past few years to improve the customer experience (CX), in part because of a growing realization of its importance and because of federal mandates such as President Obama’s 2011 customer service executive order. In GovLoop’s recent survey of 176 public-sector employees, results showed that although they still face significantRead… Read more »
Most of the interactions federal agencies have with citizens don’t make national news. We typically don’t hear how easy it is to navigate a government website, request information or sign up for a service, unless that interaction goes awry. Just because we don’t hear about all the positive experiences, however, doesn’t mean there aren’t countlessRead… Read more »
To gauge where state and local governments are in their digital communications, and to figure out better and more efficient strategies to help them reach citizens and drive outcomes, GovLoop partnered with Granicus, a leading public-sector digital communications company, for this research brief and a survey of public-sector employees.
Learn how your agency can bridge the gap between relatively engaged employees and unsatisfied citizens. Also get tips and solutions to increase employee engagement levels while driving good customer experiences.
Learn how to improve constituent engagement through online engagement platforms and digital services.
While agencies have for years looked at different ways to increase and modernize customer service, the cost frequently outweighed the benefits, and many times distracted from the main mission. Learn how knowledge management can help.
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 automationRead… Read more »
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 anRead… 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.
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; itRead… Read more »
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.