Using Contact Center-as-a-Service Technology for Better CX
CCaaS providers who offer SaaS-based applications can enable customer service organizations to manage multichannel customer interactions.
Citizen Engagement
When Schools Are Online but Students Aren’t
At least 3.7 million households lack internet access according to a Census Bureau survey. Here is how one school ensures its students have connectivity.
User Experience: An Emerging Best Practice
In the past decade, the concept of user experience (UX) in government IT has gained widespread acceptance and moved into the mainstream.
Understanding Generational Differences Can Improve Local Gov Services
New research findings make clear that local government’s approach to service cannot be one-size-fits-all. At a time when effectively reaching and engaging all community members is imperative for public health and continuity of government operations, understanding and meeting generational differences is critical.
Takeaways on Trust Today in Government
Agencies desperately depend on citizen trust to achieve their missions, which makes mistrust a stumbling block of major proportions.
One Login for Gov? Security Experts Say It’s Possible
The fantasy of a single login with access to multiple public sector services isn’t so far-fetched, cybersecurity experts say.
3 Ways the Library of Congress Embraced Virtual Content
Going forward, the Library of Congress (LOC) seemingly has a more digital future based on remote work and virtual content aimed at citizens.
The Right Content Services to Enhance CX
Investing in content services can greatly improve CX and casting a content services partner will ease your agency’s journey to better CX.
Insights From Howard County’s CIO On Process Transformation
What started as a goal to improve IT support and service delivery has now become a vision for streamlining many work processes.
Learning the Dance: Workforce Planning for Long-Term Remote Work
As work and home lives tango during COVID-19, employees are tuning their schedules to the remote work rhythm that best suits them.