Make Inclusion Your CX Superpower
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.
Posts By Nicole Blake Johnson
What’s Your Data Telling You About Customers’ Experiences?
One of the most powerful — yet often underused— assets that agencies own is something employees interact with daily across multiple platforms and systems.
What’s Top of Mind in Government CX?
The way customers interact with you and your agency doesn’t have to be flashy to be effective. Here are some key insights about moving from the concepts of CX to construct.
Beyond Savings: Has Cloud Changed Your Business Practices?
When done right, cloud computing should change how organizations think and act, whether they’re serving customers or investing in cybersecurity.
What’s Your Plan for Managing Agency Operations Post-COVID-19?
There are still unknowns about what government operations will look like going forward, but one thing is certain: This new normal won’t be a mirror image of what we experienced pre-COVID-19.
3 Tips for Modernizing IT With Business Requirements in Mind
The siloed nature of many government organizations has rippling effects that run deep.
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Moving From Tools to Cultural Changes With DevSecOps
“If it ain’t broke, don’t fix it” is a mentality that has stymied governments for decades — robbing agencies of the benefits that come from incrementally improving operations and adapting to change.
Retaining Visibility in a 100% Remote Work Environment
Adapting to the coronavirus meant that many agencies had to work in ways that were completely at odds with the capacity and IT configurations already in place.
5 Fundamental Qualities for Managing Immense Change
In the midst of a diagnosis that he would be paralyzed for the rest of his life, Rodney Flowers prioritized these five areas to fuel his comeback.