Can you imagine trying to solve different challenges in the same way constantly? You can use the same method only so many times before it stops working in the face of a new challenge or unpredictable circumstance. That’s why agencies can’t afford to problem-solve like a broken record. Public servants need fresh perspectives and creativeRead… Read more »
Focus on constituent experience is pushing agencies to update digital services.
It is somewhat a paradox that state and local governments are expected to be more transparent and more secure than ever before.
Federal employees should be guided by empathy when designing and delivering customer services. Here’s what that means and how to accomplish it.
Here’s how to improve customer experiences through more thoughtful use of technology and cross collaboration.
When you engage with constituents or work with colleagues, you want to hear and be heard by them. But in the increasingly hybrid workplace, this can become more of a challenge.
Why is federal customer experience so hard?
Historically, parking enforcement officers used paper lists and checked license plates manually. Was that a zero or an O? You couldn’t be sure.
You cannot drive change alone — or from within a silo. Great change takes great people aligned to a common vision. As you spread customer experience (CX) management practices in government, consider these three approaches to bring others along.
The White House’s latest Executive Order is pushing agencies to build better citizen experiences. Here are three tips to help agencies seize the moment.