The Secret Behind Successful Transformation: Human-Centered Design
What enabled governments to respond to customer needs quickly while navigating the COVID-19 pandemic: human centered design.
Citizen Engagement
The role of experience management in disaster response and recovery
Natural disasters in 2021 alone cost $270B worldwide — and this amount is forecasted to keep rising. Governments at all levels have been required to include disaster response and recovery initiatives into their operating models in unprecedented ways.
In Chicago, Collaboration Makes Early Childcare Better
Agencies often lack reliable, real-time data that can help them solve critical problems. In Chicago, officials used the cloud to bring early childhood care to underserved demographics.
CX Starts with Hello: We Can’t Build Trust Without Communicating
Government has been slow to embrace the power of communication in its CX efforts. This must change. If the government wants to build trust through CX, it must start with communication. Anything less will fall short of the mark.
Employees Are Customers Too
The President’s Management Agenda (PMA) is largely focused on the experience people have with government. There is one goal to strengthen and empower the Federal workforce and another focused on delivering excellent, equitable, and secure Federal services and customer experience. These two goals are closely linked as the better experience employees have, the better service… Read more »
How Do You Stop Recidivism? Technology Can Help
High recidivism indicates something isn’t working in our jails. Technology can help break the prison-to-prison pipeline.
Data Storytelling: How to Connect Data to People
Data storytelling bridges the gap between accumulating data and doing something about it. Megan Huss, Director of the Process and Performance Improvement Program at the Center for Leadership Development in the Office of Personnel Management (OPM), explains how to make data storytelling work.
Use Data Visualization to Show, Not Tell
There’s nothing more transparent than raw data. But that’s not accessible to people. That’s where data visualization comes in. Increasingly, users expect data to be something they can see, not just read.
Solve Problems With Open Data
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 »
Digital Constituent Services: 3 Mistakes to Avoid
Focus on constituent experience is pushing agencies to update digital services.