Common Misconceptions about PDF Accessibility
Making websites accessible to users with disabilities is increasingly a priority at all levels of government. Documents are not as well known or understood as websites when it comes to accessibility.
Citizen Engagement
The 6-Step Approach to Digital Transformation Within Government
A digital transformation journey can transform agencies into sustainable digital service organizations that deliver greater value to their customers.
How to Set up a User Research Participant Incentive Program Within a Government Agency
Government agencies need to uncover their constituents’ real needs in order to establish customer-centered services and comply with mandates. User research programs help agencies do that, but they can be complicated. We identified key issues and steps to consider.
The Future Is Customer-Centered
There was a time when government paid little attention to how consumers interacted with it, and the Department of Veterans Affairs was no different. But today, the VA is at the forefront of changing that. The VA’s deputy chief veterans experience officer explains both her vision and the obstacles ahead.
Moving Data to the Cloud Takes Friction out of Citizen Services
Moving data to the cloud helps eliminate silos that can make constituent services both fragmented and frustrating.
Measuring Customer Experience: It’s a Journey
Everyone wants to improve customer experience. But you can’t improve unless you know where you are, and where you’re going.
San Antonio Deepens Trust With Constituents
When it comes to measuring community engagement, San Antonio has found numbers only tell part of the story.
North Carolina Breaks Down the Digital Divide
The “digital divide” is about much more that broadband access. It’s also about access to devices, and the knowledge to use them. Here’s how North Carolina addresses it all.
5 Strategies for Evaluating Payment Platforms for Government
Constituents expect a wide range of payment options for government transactions. Here’s what to look for in payment platforms.
(Contact-Free) Human Touch Helps Transform a Riverscape
In a Connecticut city, virtual community outreach was essential to designing a riverfront everyone could enjoy.