Match Employee Skills to Customer Needs for Happy Customer Experience
To serve its customers best, the Defense Digital Service (DDS) recruits for the skills and capabilities that its customers need.
Citizen Engagement
Serving vs. Engaging: There’s a Difference?
Technology is the through-line to remove barriers and engage the generations in ways that are comfortable, easy and effective for each.
Not All Digital Transformation Is Equal
Depending on where you look, change is happening quickly or slowly, smoothly or erratically, effectively or rife with challenges.
Embracing User Feedback for Sustainable Results
For-profit companies can tell how they’re doing by their sales; governments need to ask their communities how they’re meeting their needs.
The Potential to Enhance the Citizen Experience With Automation
Although most agree that improving CX is needed, we wanted to understand whether they see a role for automation technology in that endeavor.
Pandemic-Proofing Public Participation
Digital meetings can be convenient, but they don’t work for both citizens and government employees – at least, not right away.
Expanding Data’s Reach Through Social Media
Government data’s value extends along with its reach. This makes the use of social channels as valuable to government organizations as the data itself.
How a Passion Project Became Critical to Illinois’ COVID-19 Response
Using automation to track hospital availability utilization is a passion for Illinois’ chief data officer, and it has huge implications for the state.
How COVID-19 Drives LOC’s Digital Transformation
While the coronavirus continues to test agencies, the Library of Congress also illustrates how they can shift focus during these difficult times.
Connecting Community Feedback to Implementation
What the community really wants to know is how their input was incorporated into the project. Here are some practical ways to visualize community feedback.