Long-Awaited IDEA Guidance Is Around the Corner: What Do You Need to Know?
The 21st Century IDEA implementation guide is coming soon. Here’s how to get ready.
Posts Tagged: CX
Journey Maps: Tracing Real-world CX
Journey maps track a typical consumer experience with a product or service. They’re complex, require careful planning — and can be an invaluable tool for agencies looking to improve their customer engagement.
Indiana BMV Builds on Three Pillars to Drive up CX
An overwhelmingly unpopular state agency transformed itself — through IT innovation — and now enjoys a 98% customer satisfaction rating.
Bringing in Constituent Perspectives
To improve customer experience, you have to hear from constituents. Here are some ways to gain their feedback.
2023 Granicus Digital Government Awards Now Open for Nominations
Starting May 1 through June 15, public sector organizations across all levels of government in North America can nominate individuals, teams or projects within seven categories to recognize excellence in communications, service delivery and digital transformation.
The Future Is Customer-Centered
There was a time when government paid little attention to how consumers interacted with it, and the Department of Veterans Affairs was no different. But today, the VA is at the forefront of changing that. The VA’s deputy chief veterans experience officer explains both her vision and the obstacles ahead.
How to Drive Digital Transformation
Innovation, done right, can result in better constituent experience, tighter security, and cost savings. Here are some tips for making it happen.
What the 988 Suicide and Crisis Lifeline can learn from Federal CX
While it feels uncomfortable to use the term “customer” for those seeking mental and emotional health care, the public sector customer experience lessons remain valid, and should be implemented in suicide prevention program design.
Aim for the “X”
Agencies often suffer from low approval ratings, lower than the private sector. So how can even behemoth agencies reinvent themselves? Paying more attention to experience management (XM) is a great start.
Want to Improve CX at Your Agency? Learn What Makes You (And Others) Tick
Training helps articulate agency expectations and competencies around fostering a customer-centric mindset, but there’s more at play.