Delivering the Golden Standard of Customer Service
What’s the secret to delivering customer service that’s at a “golden standard?” The answer lies in using an omnichannel approach that meets citizens where they are.
Citizen Engagement
How To Do Customer Service Right
Imagine this. Your agency is tasked with reaching out to individuals in 192 different languages, across many different channels, with varying education and technological expertise. It sounds like an almost impossible task. But that’s exactly what the U.S. Citizen and Immigration Services Customer Service and Public Engagement Directorate accomplished
Navigating Citizenship Services at USCIS
Complex processes are a major pain point in delivering good customer service. Navigating citizenship and immigration services is extremely complicated. Learn how USCIS is using a virtual assistant to help ease this customer service pain point.
Fostering Citizen Engagement Through Text Messaging Campaigns
Looking for a better way to engage with the population? Try text messaging campaigns to foster better citizen engagement.
Conversations about Citizen Engagement
It’s said that cities are the new states. It’s for this reason we’re having conversations with city strategists who are experimenting with new ways of better engaging citizens. We’re recording a series of conversations with people interested in future cities on November 17 in San Francisco. We’ve an award winning documentary cameraman. All the conversationsRead… Read more »
Fostering Agility in Your Agency
Many agencies struggle with leveraging agility to better engage their citizens. Check out what these experts have to say about how your agency can stay agile while efficiently updating the web and citizen services.
Using Citizens to Make Cities Smarter
Cities are getting smarter and deploying innovative technologies to make the lives of citizens more convenient. But they can’t do it without the help of the community. Learn how cities across the country are using you to innovate.
Rolling Out the Red Carpet: Govie Edition
Most of our nation’s public servants go unnoticed as they shape and change lives through their day to day jobs. Fortunately, the SAMMIES are here to recognize the best of the best in the federal government, giving them the recognition they deserve.
Improving Service With Citizen Personas
Personas do take some time to develop, but time spent thinking about your end customer is definitely time well spent.
The Nitty Gritty of Government Compliance and Transparency
The Government today faces a slew of challenges, from trust issues to compliance and risk management. But what can help is a well-executed compliance system with public-sector records requests