How the VA Makes Customer Service Personal

Customer experiences in government agencies, like the VA, can only be improved when employees put themselves in the customer’s shoes. Learn how you can make government CX more personal.

IT Services: Driving Mission Delivery of IT Capabilities, Customer Engagement

Everything you need to know about the FAS IT Services Team.

IT Modernization: Correspondence Management

Many agencies struggle with creating good citizen experiences – particularly in the correspondence management arena. Learn how you can use a Correspondence Management Solution to help process requests more efficiently while delivering better citizen services.

Responding to the Angry Customer

If you work in any job with direct contact with customers, sooner or later you’re probably going to have to deal with someone who is in crisis mode. Knowing how to respond can be the difference between a job well done and a customer who vents his or her anger on you.

The Importance of Caring About Sharing

Data and idea sharing can help transform how local government agencies are addressing needs across communities.

How Employee Engagement Can Improve Customer Service

Improving employee engagement can be difficult sometimes, but it is important for enhancing citizen experiences. See how agencies are overcoming the challenges of employee engagement to benefit their constituents.

The Best Cities are Immigrant Cities

American cities grew and thrived as their immigrant populations swelled. And the benefits brought by immigrants far exceeded labor — but were more about the creative, rigorous contributions to daily life in our cities.