Why Every Generation Should Matter to Government
The better governments understand each generation, even our own, the better they can communicate, lead, and drive innovation and trust.
Citizen Engagement
How State CIOs Helped Maintain Services During COVID-19
We explore the ways five state governments handled the unprecedented challenges of the COVID-19 pandemic and stayed focused on serving citizens.
How the VA Gained Veterans’ Trust
When the VEO was established in 2015, the ultimate goal was to listen to veterans’ voices. The office strategically deployed core CX capabilities.
How to Best Address Contact Center Needs
Contact centers are often the first, if not only, point of interaction with the public for many agencies, it is time to modernize them.
How Tennessee Gave Voice to Its Constituents
Customers have shifting expectations for the government and it’s necessary for government to engage people where they are.
How Mobile Messaging Can Increase Government Trust
Government to citizen (G2C) interactions are being shaped to serve populations more effectively and gain trust and transparency from citizens.
Tips for Incoming Chief Information Officers
Congratulations on your new role as chief information officer. Here are some things that can help in the early stages of your tenure and beyond.
Future-Proof Citizen Engagement with Intelligent Help Centers
“Citizen engagement and participation are crucial to community buy-in and incorporating citizen voices into decision-making.”
A Core Discipline to Build Public Trust: Customer Experience
A challenge for agencies in this increasingly digital world is the ability to understand the human experience of accessing services and benefits. “Government cannot treat us like humans if they don’t understand our experiences.”
As a Leader, Is Your Attitude Contagious?
Here are some insights into empathetic and servant leadership you can apply to your role at your agency and serving citizens.