Innovations in CX: Gauging Engagement
Agencies looking to design innovative customer experiences should consider two opportunity areas: the types of constituent engagement that really matter, and the rol
Citizen Engagement
Government Must Understand the Types of AI to Effectively Implement
Artificial intelligence is not a singular technology — there are, in fact, many types of AI, each with unique uses and concerns for agencies to consider.
CX Innovation: Reminder Text Messages Make a Difference
People often learn they’ve lost access to social services benefits when they try to access them and fail. An innovative Louisiana program, called LA’MESSAGE, works to change that by sending text message reminders about deadlines, submission requirements, and other concerns.
Digital Transformation: How Agencies Meet the Expanding Expectations of Constituents
Constituents have increasingly high expectations, and government agencies are pressed to do more with limited resources. Digital tools, such as artificial intelligence, can transform how government meets public needs and supports agency staff.
Empowering Operational Efficiencies with AI and ML — Part 2
Governments can use AI and machine learning to enhance citizen experience and streamline overall operations.
Pickleball Politics: Separating the Noise From the Signal Amid the Rise of America’s Latest Sports Obsession
Pickleball has sparked controversy in communities around the country — and is a metaphor for why, and how, government should listen to constituents.
How Government Agencies Can Provide the Information Constituents Really Want Without the Guesswork
Constituents want to find information on your site quickly and easily. Generative AI offers a revolutionary approach to interpreting user questions and providing answers people need.
10 Ways to Enhance Equity and Accessibility in Identity Verification (Part 2)
Here’s how to implement a robust identity verification system that doesn’t unfairly exclude people from services they deserve.
10 Ways to Enhance Equity and Accessibility in Identity Verification (Part 1)
Identity verification is critical to preventing identity theft, but verification strategies shouldn’t keep people from accessing government services they deserve.
3 Strategies to Improve CX When You’re Not a Manager
You can improve customer service even if you’re not in charge. Here are three ways to make a difference.