Customer Service in Action
GovLoop spoke with representatives from TSA and OPM to learn how federal agencies have prioritized and improved customer experience.
Citizen Engagement
How Government Can Overcome CX Challenges
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.
Improving Public Safety With Information Sharing
The ability to quickly and effectively share information across the criminal justice system can be a matter of life or death.
Using GIS to Tackle the Opioid Crisis
Even as the opioid epidemic escalates, many government officials may not understand the true scope of the problem. But geo-enabled data and GIS mapping tools allow communities to visualize an accurate picture of how and where opioid abuse is impacting its citizens. GIS can provide a holistic picture of drug abuse, collect data in real… Read more »
Fixing the Perception of Mistrust in Government
The perception that government cannot be trusted is a very real problem. What can you do to help restore citizen trust?
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.
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.