A Case Study in the Value of a CX Perspective
Looking at problems through a CX lens can help agencies identify and remove blockers to providing better customer service.
Innovation
‘Love the Problem’ and Other Tips From Government Innovators
Agencies need to pay attention to the people, processes and other factors that can either undermine or advance their innovative initiatives.
Louisville Advances Innovation by Going Paperless
By next July, the city aims to reduce 40% of its paper consumption, an effort the pandemic accelerated.
Is Your Relationship With Data Helping or Hurting Innovation?
Your data has a time value, whether you’ve explicitly acknowledged it or not.
3 Things You Can Do Now to Rethink Innovation
“I think this pandemic forced everybody to step off the treadmill collectively and rethink how we want to go forward.”
Michigan Streamlines the Messy Middle of Benefits Determination
Leaders within the Michigan Department of Health and Human Services asked a radical question: Why can’t we get people a same-day response when they apply for benefits?“
Improving Your Agency Without Limits
Here is how agencies can modernize how they operate so they have agile people, processes and technologies that can continuously improve.
The Innovation Mindset
Here are seven steps for shifting your agency’s culture into a mindset of continuous innovation for its mission, workforce and constituents.
Why We All Need Self-Service and a Good UX
Government users and service providers share the feeling that if we can figure out how to make something simple once, we can do it again, for all types of services. Self-service is a good first step.
3 Ways to Increase Adoption of Your Next Government Strategy
Every few years, after a long and often tedious process, government agencies create new and much-heralded strategic plans — but, too often, new approaches stall because stakeholders don’t buy in. Here are three ways to change that.