Connecting With Non-Participants
Agencies and other organizations have to focus on those who participate but remember there are large numbers of people within their jurisdictions who do not participate.
Citizen Engagement
Integrating Customer Experience Throughout Your Agency
From renewing a driver’s license to filing federal tax returns, there is a full spectrum of services citizens expect from government. It’s up to agencies to figure out how to ensure that each touchpoint meets growing citizen expectations and aligns with their organizational missions.
7 Ways to Improve Your CX Strategy
To help your agency build on its current efforts, here are seven best practices to drive better outcomes from your CX strategy.
This Is Not a Drill: Hawaii’s False Alarm
When faced with imminent danger, you re-think your lack of preparation and the safety of your loved ones. Here are some lessons you can learn from Hawai’i’s recent false alarm.
“Wantedness” in Government Service
Take time to understand the “me” in your public service domain and strive to make 2018 a little more authentic, a lot more personal and better than last year. Let’s rise to serve the “me,” putting the person before the process.
Improving Citizen Services With AI in Mississippi
To improve customer experience and cut back on unnecessary costs, the state decided to automate some of its search processes with a chatbot named Missi.
The Journey to a Better Citizen Experience
The benefits of understanding your customer journey and applying integrated digital solutions to meet citizen expectations are endless. But most important is that government agencies that understand those journeys are best equipped to deliver on their mission of serving citizens.
Government Agency Priorities Need to Reflect Their Jurisdictions
It is important for your agency priorities to be in sync with the priorities of the people in your jurisdiction.
Making a Business Case for Customer Experience in Government
Government needs to look past single solutions that promise faster processing times or increased productivity. Instead, agencies must holistically rethink their entire organizational culture, including strategies and solutions, for transformative CX change.
The City of Syracuse: Visualizing a Community Using Data
Not only do governments need that kind of expertise, but they need to find a way to publish data without much of a budget — if any.