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.
Citizen Engagement
How Incremental Work Helps Navigate Team Conflict
Disagreement within teams may be completely normal, but it doesn’t mean it’s easy.
Take Digital Experience to the Next Level
“If a citizen gets a great experience for parking via a mobile app that was created by the private sector, why can’t they have that great experience with a government-based agency?”
Can the Public Sector Meet the Growing Demand for Digital Services?
As government agencies move increasingly into providing services digitally, the importance of customer satisfaction with online transactions is critical.
Move Over Websites, Social Messaging Is the New Citizen Engagement Channel
“What we’re talking about here is expanding the reach of government services to more people.”
San Antonio’s 311 Service Paves the Way for Customer Service in a Post-COVID World
Here is how one city handled the increasing demand and elevated expectations for digital services while accommodating the needs of a hybrid workforce.
Satisfying Constituent Preferences Requires Digital Transformation
Forced to stay home, constituents began expecting even more from digital government services.That mindset seems to be sticking.
A Tale of Two Agencies: Winning Hearts and Minds of Tech-Averse Employees
Here’s how Hawaii’s Department of Transportation and the Los Angeles City Fire Department are taking a people-centered approach to problem-solving.
Meeting Emotional Needs to Optimize Agency Outcomes
Designing digital services to address emotional needs increases the chance citizens will successfully engage with your organization.
Transforming Government Work, Service and Trust
Democracy 2.0 holds the promise of more trust as agencies become more inclusive and participatory with all stakeholders involved.