What You Need to Know About Redistricting
The root of this angst, or mistrust about redistricting, has to do with a lack of trust. Like laws and sausage, we never really see it get made.
Citizen Engagement
The Ongoing Transformation of PBGC’s Website
An interview with Michael Rucki, Division Manager of Communications and Website Services, and Rigina Pietrowski, Web Communications Specialist at Pension Benefit Guaranty Corporation Creating good citizen experiences is not a one-time exercise. At the Pension Benefit Guaranty Corporation (PBGC), Michael Rucki, Division Manager of Communications and Website Services, and Rigina Pietrowski, Web Communications Specialist, areRead… Read more »
5 Steps to Redefining Your Citizen Experience
Citizens today increasingly expect from government the same seamless, interactive services and user-centric experiences they receive from the private sector. As a result, government agencies must provide digital experiences that are compelling, personalized and secure at every touchpoint.
Transforming Customer Experience at U.S. Census Bureau
Customer experience should be at the heart of digital service design. This requires knowing your customers — determining what their needs are and understanding how they encounter and experience federal digital services.
Fostering Citizen Engagement Through Text Messaging Campaigns
With so many channels of engagement available, agencies have struggled to develop best practices and standard processes. One tool that is proving popular, however, is text messaging campaigns that reach a broader audience.
What’s the Deal With Customer Service in Government?
The November edition of DorobekINSIDER Live dives into the nitty gritty of shortcomings in government customer service and where it can improve.
Defining Democracy in the Public Workspace and Leading Change
As public administrators, we must work to remove artificial roadblocks, work cooperatively for the good of the citizens we serve and come together in the pursuit of common goals. It also helps to have passion, be champions for change, seek bottom-up solutions and provide concrete objectives and actions.
The Growing Realization of the Importance of CX
What is causing the perception of improvement in government’s CX abilities and efforts?
Dear U.S. Taxpayer: A How-To on Collaboration
As a govie, I often find myself framing things as a letter in my mind that starts with “Dear U.S. Taxpayer.”It’s a great way to remind myself that what I’m working on is connected to something larger.
How Gov Can Personalize Online Citizen Services
With more people consuming information online than ever before, governments must find ways to modernize their citizen experiences.