Manual, paper-based processes are a losing proposition both for government employees and the constituents they serve, leading to long processing times, more frequent errors and frustrating interactions. Explore this video to learn how digital document workflows can provide a better experience for everyone involved. Watch by registering below: Brought to you by:
What’s the best channel for reaching your constituents? There’s no easy answer. Some say the web or email, while others look to mobile, social or chat. In this video, we look at how to develop a strategy for delivering effective, personalized messaging through whatever channel constituents prefer. Watch by registering below: Brought to you by:
Constituents expect a lot when they look for information on government websites. They want content that’s easy-to-find, up-to-date and tailored to their needs. This video discusses how to move toward dynamic content creation and management. Watch by registering below: Brought to you by:
This video provides principles of human-centered design, a method of building service usability and constituent trust. Watch, Human-centered Design Is Critical To Rebuilding Trust in the Government, now: Brought to you by:
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Identity fraud can be particularly difficult to manage. A consumer’s physical or digital identity can be used for employment fraud, benefits fraud, tax return fraud, and more. Along with the negative effects that fraud can have on the immediate victim, taxpayer dollars go to waste and government programs see diminished results. Unfortunately, there is aRead… Read more »
After taking this course, you’ll have a clear understanding of how to update your contact center to meet today’s citizen and employee needs.
In three lessons, this course examines the common challenges to government customer service. Then, it dives into a new approach to customer service that alleviates many of those challenges and provides service across the lifecycle of a service request. Finally, our last lesson offers a checklist of tasks that your agency must complete to provide… Read more »
To implement human-centered design in your agency, you’re going to need a toolbox of methods, techniques, and resources, as well as a process to guide you through using that toolbox. This course is Part 2 of an ongoing series of learning modules that delve into the process of human-centered design. Watch Part 1, The Human-Centered DesignRead… Read more »
Every agency has a responsibility to focus its efforts on fulfilling the needs of its citizens. However, it’s unfortunately all-too-common for competing interests to shift the discussion toward internal agendas and interests. This course introduces the concept of human-centered design and its role in developing government products, services, and policies that put citizens and their… Read more »