The 4 Components of a Great Customer Experience
With these qualities, your agency can create a real connection with your customers, which enables improved transparency and builds trust.
Digital Government
Status of CAP Goals, Part 1: Customer Service
Improving customer service has been an off-and-on federal priority over a number of years. In fact, it is now more broadly referred to as “customer experience,” since research shows that “customer service” accounts for only a quarter of a customer’s overall satisfaction with their experience with a company or government agency.
The Pressing Case for Driving Innovation in Government
We need new criteria in government job circles. We must look for and reward innovative thinkers and realize that performance is not a zero-sum game. We must look for ways to engage in continual learning on the job, recognizing that this is a key component of innovation and creativity.
Driving Customer Engagement at Your Agency
Is your agency having a hard time driving customer satisfaction? Check out these expert tips on how you can deliver a better customer experience.
Strategies for Government to Navigate the Digital Future
The digital transformation of government has begun. The major driving forces in this transformation are cloud, mobility, big data analytics, the Internet of Things – and respective security concerns. Learn how your agency can get ready for the digital future.
The Grand Canyon State Talks Innovation
Check out some of Arizona’s best IT modernization practices.
5 Thoughts on the Trump Transition and the Federal Government
As we look towards the Trump transition, there are a few thoughts I had on what this means for federal employees.
North Carolina’s Keys to Successful IT Modernization
North Carolina knows a thing or two about consolidation. Check out how they are doing so while ingraining innovation into the process.
Innovation in Government: Elections
I would argue that one of the most interesting reasons this election will be viewed as a tipping point is because of the role of technology in making voters’ experiences even better.
Empathy: What Hiring Managers Want Most
More than anything, FCC CIO David Bray wants employees who exude empathy. In an interview with GovLoop, he shared how empathy bridged a divide within his agency and how it guides the way he interacts with his team.