Questions are not inherently neutral. They carry context, tone (if spoken), assumptions, and bias. If you’re working with customer (CX) or employee (EX) experience, asking questions is a necessary part of gathering feedback. Let’s discuss a couple of the ways that questions make assumptions and how to avoid them when collecting feedback.
Tips and takeaways from the experts on how to make the most of community surveys.
Private sector technology has raised the public’s expectations for online customer service. Government must catch up. Good solutions call for personalization — and that requires data.
Organizations depend on a wide array of tools to support CX, and more tools create more attack vectors. A cloud-based resiliency platform can ensure rapid recovery after an event. Here’s how that works.
Qualitative and quantitative data serve distinct purposes and work best when considered together.
When done right, content marketing in the public sector connects citizens with valuable information that enhances their civic life. It’s less “Mad Men” and more “Information-Age Town Crier.”
It matters whether someone has a positive or negative experience transitioning from traditional, face-to-face interactions with agencies to more digital outreach. The right implementation can help.
The need for public-sector user experience (UX) professionals is continuing to grow. Here’s why the government UX field is thriving, while the private sector is trending downward.
Data takes an increasingly important role in the business of government. Here are some ways agencies are using data to improve their services.
In 2024, American taxpayers for the first time could file their tax returns online with the Internal Revenue Service for free, and two states launched similar pilot programs that promote state integration. It’s an example of how innovative technology can directly improve people’s lives.