How Federal Employee Experience Impacts Customer Experience
You can’t have good customer experience (CX) without good employee experience (EX). The VA is applying lessons from its successful CX efforts to improving EX.
Citizen Engagement
Rephrasing for Results: Matching Your Words to the Way Your Audience Thinks
Experimenting with multiple wording options to see which one performs better can help you communicate in ways that match how your target audience is thinking.
Tippecanoe County, Indiana Improved Transparency and Increased Revenue with Mapping Technology
Tippecanoe County, Indiana used GIS technology to improve transparency with the community about property value assessments, increasing government revenue
“One-Stop Shops” Can Improve Access to Public Services
Apply a human-centered approach to public service delivery by creating “one-stop shops” where people can find everything they need to solve a whole problem or complete an entire activity.
Reach More People by Exploring Barriers Across Languages
Comparative research on the experiences and outcomes of people accessing your services in different languages can improve service delivery.
When the “Wrong” Words Can Help People Find the Right Services
It’s usually good to use plain language and avoid jargon. But sometimes, incorrect, outdated, or obscure terms can help you “meet people where they’re at”!
Sunshine Week 2023, Part 3: Is FOIA Broken? Yes, But We Can Fix It!
The Freedom of Information Act (FOIA) is a critical component of our democracy…but too many requests have overburdened the system. All is not lost, however.
Seniors, Accessibility and CMS
Older Americans often have sight, hearing, mobility and cognition disabilities that make internet use difficult. The Center for Medicare & Medicaid Services (CMS) is making its web presence more senior citizen-accessible.
Sunshine Week 2023, Part 2: What Is FOIA and Why Does It Matter to You?
The Freedom of Information Act is a vital tool for government transparency. Here’s an update on how it works.
At Your Service: A Case for As-a-Service Solutions
This report details how as-a-service solutions can save agencies time and money while increasing efficiency.