Think about the last time you went through airport security. Or applied for federal benefits. Or paid your taxes. How did those experiences make you feel? What specific emotions did they invoke in you? Did you feel comforted, hopeful, and valued – or insulted, frustrated, and nervous? Questions like these are the most important thingsRead… Read more »
Emoji are now a part of how people all over the world communicate. Some people in government are enthusiastically embracing emoji (looking at you, 18F), knowing that they are quickly becoming a conventional element of our nonverbal communications. Even if you’re not ready to use emoji, in order to understand what people are saying it’s important to at least learn what emoji areRead… Read more »
Naysayers love to complain that real customer experience (CX) improvement is only for the private sector because government is subject to unique and insurmountable pressures. Don’t believe them. Many major corporations must overcome the same hurdles, and some federal agencies are finding ways to break out, too. Use this list of comebacks to subdue governmentRead… Read more »
Want to attend a truly awesome virtual event? Sign up for GovLoop’s free 4th Annual Government Innovators Virtual Summit on April 22nd. We live in a golden age of professional development. Gone, or at least really dimished are time-wasting travel misadventures, rubbery hotel chicken dinners, and awkward run-ins with people you’d rather avoid. Virtual conferences and trainings solve a lot of problems. They provideRead… Read more »
Mandates for better federal customer experience (CX) have been piling up for more than 20 years. The trend began way back in 1993, when Executive Order #12862 required federal agencies to create basic CX standards. The strongest and most recent mandate is last year’s “customer service” cross-agency priority goal, which requires federal agencies to provide theRead… Read more »
Internal customer surveys are a good way to find out how support services are functioning, and they can yield valuable insights that promote innovation, help retain talent, increase job satisfaction and encourage continuous improvement. They can also increase the overall performance of the government, because an organization that cares about its employees’ opinions and acts… Read more »
Originally posted on the GovDelivery blog. “Knowledge is power. Information is liberating. Education is the premise of progress…” – Kofi Annan As a government agency, your job begins and ends with being a purveyor of knowledge for the audience you serve. From informing the public about a disease outbreak, weather emergency, a newly enacted law, orRead… Read more »
As the police and the public continue to connect with technology, there is a growing demand for information. I thought it might be time to share some stats and decided to have an infographic created.
After writing 5 Digital Resolutions Everyone Should Make (and Keep!), I committed to following my own advice. Since the beginning of the year, I have focused on cleaning up not just my own digital footprint, but that of The Denovati Group as well. It’s been tedious and a royal pain, but I’m glad to do it,Read… Read more »
Buried, hopefully deeply, in my hometown newspaper archives, there’s a photograph of a dorky 8-year-old me whose mom dressed her funny. (To be fair, it was the 80s. We were all dressed funny.) In the photo I proudly and nervously showed off my award-winning anti-drunk driving poster of a drawing of a girl crying a single cartoonish blueRead… Read more »