Applying Lessons of Constituent Engagement From Congressional Research
Agencies need clear guidelines and processes to track and respond to constituent communications. But as the types of communication expand, agencies need to innovate.
Communications
The Chain of Command is a Two-Way Street
The chain of command goes both ways: an important thing for managers to remember in order to lead high-performing teams.
Indiana BMV Builds on Three Pillars to Drive up CX
An overwhelmingly unpopular state agency transformed itself — through IT innovation — and now enjoys a 98% customer satisfaction rating.
Three Tips to Improve Employee Engagement AND Customer Experience
Improving employee engagement and customer experience are both key goals for the Biden administration. The success of customer experience depends greatly on efforts to improve employee engagement. Research has shown again and again that happy employees can equal happy customers.
Help People by Doing Their Paperwork Automatically
Automating processes internally so that the public doesn’t need to go through manual processes can help save people time and get them the help they need.
How to Unleash Your Professional Brand
Your personal brand can help distinguish you in your field and advance your career. Here’s what a personal brand is, and how to harness its power.
GovGPT: How Governments Can Make Use of Generative AI and ChatGPT
ChatGPT and similar tools hold enormous potential to help governments deliver better services. How they are adopted and used will make the difference between success and failure.
Essential Skills to Teach New Employees
We often train new staff mostly on content (policies, laws and procedures) but not much on craft (meetings, communication and briefings). That shortcoming limits what agencies actually get done.
Life Beyond Twitter
How changes in Twitter may change how agencies reach their communities.
How to Truly Unplug on Vacation
Vacations make employees happier, healthier and more productive — if they truly leave work behind. Here are seven thoughtful ways to unplug.