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.
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.
Governments can use AI and machine learning to enhance citizen experience and streamline overall operations.
Pickleball has sparked controversy in communities around the country — and is a metaphor for why, and how, government should listen to constituents.
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.
Here’s how to implement a robust identity verification system that doesn’t unfairly exclude people from services they deserve.
Identity verification is critical to preventing identity theft, but verification strategies shouldn’t keep people from accessing government services they deserve.
You can improve customer service even if you’re not in charge. Here are three ways to make a difference.
Government workers who interact directly with the public give customers their first impression of not only that transaction, but the agency as a whole. To make that impression a good one, frontline workers must have the right support. And it comes in ways that aren’t always obvious.
Journey maps track a typical consumer experience with a product or service. They’re complex, require careful planning — and can be an invaluable tool for agencies looking to improve their customer engagement.