Digital Technology for Better CX
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.
Posts Tagged: CX
Cyber Resiliency Supports Strong CX
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 Data Isn’t Just Bad Quantitative Data
Qualitative and quantitative data serve distinct purposes and work best when considered together.
Should Government Content Be Binge-Worthy?
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.”
A New Type of Agency: Agile and Anticipatory
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 State of (Public-Sector) UX
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.
Where Data Makes a Difference, Pt. 1
Data takes an increasingly important role in the business of government. Here are some ways agencies are using data to improve their services.
Making Tax Filing Simpler Via Civic Tech
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.
Agencies Seek Gains Through Precision Modernization
Agencies today often pursue targeted modernization programs, rather than sweeping changes. Here are four areas in which they’re devoted modernization resources.
The CX-EX Connection
Government agencies know that providing good customer experience is central to their mission, but much of what creates a positive experience takes place behind the scenes: It’s how happy public-sector employees are at their jobs.