Human-Centered Design: Keep Users in Mind to Keep Services Fresh
Human-centered design is more than just “giving people what they say they want.” It demands digging in deeper and finding pain points — and ways to fix them.
Citizen Engagement
How to Simplify Your Innovation Journey
Agencies need to build a comprehensive cloud strategy with a secure unified platform. Using one with familiar tools built in can ease th
People First: How to Ingrain a Customer-Centric Culture
Adapting to customer-centric government means listening to the needs of your constituents. Here are some best practices for getting it right.
How to Drive Digital Transformation
Innovation, done right, can result in better constituent experience, tighter security, and cost savings. Here are some tips for making it happen.
Using social media to understand what matters to voters in the midterm elections
Unlocking the potential of social media data by turning open-ended chatter into actionable insights could help decision makers be more proactive in responding to emerging trends before they become intractable problems.
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.
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 »