How Workforce Engagement Management Can Optimize CX
To deliver secure, personalized experiences to citizens, agencies should rely on a cloud contact center that will meet FedRAMP requirements.
Citizen Engagement
Case Studies About Building Trust Through Data-Sharing
To tackle pressing issues, state and local agencies are improving their processes of collaborating and sharing data to drive solutions. Here are some examples.
Why State and Local Agencies Must Focus on Delivering Exceptional Human Experience
Delivering goods and services is the first purpose of local government. However, a critical part of that mission is not just the actual goods and services, but how they are delivered. In this article, we’ll discuss the issues with traditional citizen experience (CX) metrics in state and local agencies and share best practices for how… Read more »
Tackle the Public’s Rising Customer Experience Demands
The public expects private-sector businesses to serve them continuously and digitally and, increasingly, they expect the same in the public sector.
What You REALLY Need to Know About Biden’s Budget
Administration priorities to emerge are grant funding, federal workforce compensation, equity, career development, cybersecurity and more.
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.
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.