How State and Local Gov Leaders Are Putting CX Metrics to Use
They shared their thought process for fostering competencies around data-driven customer experiences for digital services, plus more.
Citizen Engagement
Seattle Confronts Housing Challenges with a Web-Based Geographic Approach
Seattle implemented a unique strategy to expand housing choices—relying on a new, interactive mapping website to guide consumers.
Text Finds a Way Vol. II: The Pandemic Edition
We needed a simple and inclusive way to connect community members with the appropriate method of signing up for each vaccine provider. Our text-based interactive service was the simplest solution.
Simple Design Strategies for Improving Constituent Experiences With State and Local Agencies
Agency decision makers and frontline workers should work to improve online constituent experiences. Here are tips for enhancing those interactions.
4 Accessibility Mistakes Plaguing Most Government Websites
Our research has illuminated the government’s top four accessibility pitfalls and how it can resolve them.
Text Finds a Way: How to Break Through and Connect With Your Community
How can we communicate with people impacted by a project when the rest of the planet is also vying for their attention? The answer might be simpler than you think.
Making Equitable Digital Experiences a Reality
“It’s imperative for agencies to reach people regardless of where they live, their technological capabilities, or financial resources.”
Getting the Info Your Agency Needs in Moments that Matter
No one wants to hunt for the right answer when the clock is ticking. Yet too often, government employees and their customers do just that.
How to Design for Customers in the Open
“It’s also important to recognize that customer experience isn’t just an IT problem. It has to be much more than dumping it on the IT team to ‘fix the website.’”
Secret Professional Development for Community Engagement
If your goal is to stay up to speed on trends in public participation and community engagement, vendor calls can be your connection to the larger community engagement practice.