“The first wave of COVID-19 has shown us how agencies need to invest in shifting away from reactive customer experience to proactively offering digital solutions.”
Posts Tagged: CX
“We need to be thinking about how different age groups will have different needs or expectations. And if we’re not taking that into consideration, then there’s the potential that we could be under-serving one or another group.”
In the past decade, the concept of user experience (UX) in government IT has gained widespread acceptance and moved into the mainstream.
Investing in content services can greatly improve CX and casting a content services partner will ease your agency’s journey to better CX.
Federal agencies are notoriously siloed, but citizens do not see these bureaucratic divides. How can agencies bridge the gap for a better citizen experience?
How can agencies turn this critical surge in COVID-19-related communications demand into a broader digital transformation effort?
Governments must think holistically about the convergence of CX, digital transformation and secure, adaptable platforms. The efficacy of citizen services depends on it.
What compels an employee to go beyond what is required and provide what’s needed? What moves them to listen and serve with compassion and empathy?
Inclusion ensures that people’s words, views and ideas carry weight as collective decisions are made about how to serve a diverse public. In this section, we share examples of how agencies are embracing inclusion.
One of the most powerful — yet often underused— assets that agencies own is something employees interact with daily across multiple platforms and systems.