10 Ways to Enhance Equity and Accessibility in Identity Verification (Part 2)
Here’s how to implement a robust identity verification system that doesn’t unfairly exclude people from services they deserve.
Citizen Engagement
10 Ways to Enhance Equity and Accessibility in Identity Verification (Part 1)
Identity verification is critical to preventing identity theft, but verification strategies shouldn’t keep people from accessing government services they deserve.
3 Strategies to Improve CX When You’re Not a Manager
You can improve customer service even if you’re not in charge. Here are three ways to make a difference.
Building CX on the Front Lines
Government workers who interact directly with the public give customers their first impression of not only that transaction, but the agency as a whole. To make that impression a good one, frontline workers must have the right support. And it comes in ways that aren’t always obvious.
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.
Why Government Agencies Should Leverage Generative AI Now to Optimize Customer Support…It’s All in the Tools
While generative AI models like ChatGPT have advanced significantly in simulating human-like conversation, they are not production-ready solutions for comprehensive customer support in government agencies.
Building CX on the Front Lines
Customer experience is a priority for government agencies. Here are six tips for improving it.
Every Project Needs a Plan
Good CX isn’t having a well-staffed CX office: It’s having CX inform every decision throughout the organization. CX needs to be a priority — and a core capability — in every department.
Feeling Like You Belong
“Belonging” has emerged as an important objective of its own, one way to ensure the diversity and equity of groups and communities. Here’s what belonging means and how one town is making it happen.
Choosing Tech for CX Improvement
When agencies want to improve customer experience, they often need to add or upgrade technology. Here are some pointers for choosing.