Journey Maps Help You Find and Fix Problems
Journey maps are one of the most effective and perhaps underutilized ways of understanding what constituents experience and how best to serve them.
Citizen Engagement
Making Tax Filing Work for Every American
Filing your taxes doesn’t need to be complicated. The IRS’ Direct File pilot program — building on decades of bipartisan support for such an approach — streamlines the filing process, saving Americans and the government significant time and expense.
How to Build a Content Library for Government Programs (and Foster Public Trust)
Learn how to turning government policies and programs into an accessible resource library filled with checklists, FAQs, and guides
Lessons From State and Local Experts
Three state and local experts share lessons they’ll carry forward into 2025.
How to Turn Public Feedback into Engaging Government Content
For most government agencies, the challenge isn’t getting feedback (most agencies have plenty.) Instead, it’s knowing how to take all those comments, questions, and suggestions and using them as your agency’s focus group, telling you exactly what your audience needs.
Short, Sweet and Significant: Crafting Surveys That People Actually Want to Take
Discover why government survey response rates are plummeting and learn 5 game-changing strategies to create surveys people actually want to take! From avoiding survey overload to respecting anonymity, this article provides practical tips to boost participation and ensure your decisions are backed by solid data. Don’t let poor survey design lead to misguided policies. Click… Read more »
An Engaging Strategy for Audience Outreach
Improving public trust and engagement doesn’t happen by chance. It requires a strategy, a clear metric for success, and data to benchmark against.
Communicating Change: How to Guide the Public Through Transition
Change is not easy, but thoughtful communication can make it manageable — for your agency and the citizens you serve. Read how government agencies can clearly communicate change in times of transition.
What Will Happen to the CX Executive Order in the New Administration?
Many customer experience (CX) nerds in the public sector are wondering “What will happen to Biden’s CX Executive Order?” Here’s some context on how CX-related executive orders have played out in the past, and some hypotheses about what lies ahead.
How to Make Government Policies Easier for Everyone to Understand
The Plain Language Act is only one part of making government policies easier to understand. Learn how to make policies resonate with the public.