Strong performance can coexist with poor outcomes if accountability ends at institutional boundaries. Improve results by recognizing shared responsibility.
Customer experience initiatives often offer clear benefits for the people agencies serve, but getting others to understand that value can be a challenge. Whether it’s competing priorities, limited resources, or misconceptions about what CX really means, gaining organizational support requires more than good intentions. During a recent CX Community of Practice virtual discussion, Ann Aly,Read… Read more »
Getting left behind on professional development could make you feel like a turkey. But this month, thankfully, we’ve got all the webinars you need to stay informed and deliver quality public service. Explore our upcoming online trainings, including ones focused on innovation, modernization, and strengthening your security. Each session is free, and by registering, you’llRead… Read more »
“Imposter syndrome” isn’t a character flaw; it’s a pattern of thought that can be understood and gently shifted so you can recognize your own competence.
Discover how agencies can improve data quality, accessibility, and governance to build a reliable foundation for AI-driven innovation and better decision-making.
As temporary arrangements become permanent dependencies, executives lose visibility into cost, accountability and risk. Is it time to review yours?
Trust, communication and connection are working parts of the organization, as real as a budget or a policy manual. Treat them as structural issues.
Local governments are rethinking how they publish public records to improve digital accessibility. HTML can make public information to find, read, and use.
When initiatives compete for the same expertise and resources, individually viable investments can undermine collective performance.
Now that online search results include AI summaries, how can you make sure people will still find the information they need?
Public speaking can feel daunting — especially as a supervisor who regularly manages complex information, high expectations, personnel needs and overloaded schedules. Do you know how to organize your thoughts to make an impactful presentation, while also handling nerves and unexpected questions? In a recent virtual discussion with Debbie Finklestein, a communications consultant, we examinedRead… Read more »
In this video interview, Call Center Power’s Patrick Hannah discusses how agencies can deliver better CX while working within their budgets.
One often-overlooked challenge that complicates workforce management is the issue of employees being overworked and disengaged. But this is a problem agencies can address.
During the January New Supervisors Community of Practice session, guest speaker Dr. Gerome Q. Banks spoke on how to set goals successfully this year.
In the latest Management Minutes With Mika, let’s learn how data and automation can help your team better themselves.
