In this guide, we explore three specific ways to improve the customer experience (CX) — accessibility tools, omnichannel communications and journey maps. And by “explore,” we mean offer how-to directions and clear-cut tips and techniques. Have you ever wondered, for instance, how to make your online forms accessible? We tell you. We provide a window intoRead… Read more »
No matter your specific job function, CX lies at the heart of what you do. But knowing that government should provide helpful, timely and accessible services and delivering them are different issues. In this guide — the first of our 2024 two-part CX series — we offer concrete ways to improve your agency’s customer experience.Read… Read more »
Public trust in the federal government fell from 77% in 1964 to 17% in 2019. While the needle is slowly moving in the right direction in 2023, it appears that customer experience (CX) with government plays a major role in trust-building — but only when experiences are consistently positive. Download this guide to get toolsRead… Read more »
This guide offers insight and information for agencies to consider when planning for their future needs. Download, Agency of the Future: How New Possibilities Are Emerging in the Present, now: Brought to you by:
This guide offers insight from state and local agencies for successfully reaching residents in a digital and hybrid world.. Download, Your Guide to Building Constituent Engagement, now: Brought to you by:
Download your copy of the new guide, Your Guide to Improving Customer Experience Through Inclusion, Engagement & Data, to explore case studies and practical takeaways about how agencies are delivering on the new vision of CX
This new pocket guide gives an overview of how the cloud enables better services and why this issue matters to state and local governments.
In this guide, you will find best practices, case studies and steps for integrating end-to-end digital document solutions into your organization.
To get you up to speed on CX efforts in government, this guide offers practical tips to improve CX from government experts who are leading the charge at small, medium and large agencies.
GovLoop partnered with Adobe to produce this report and give you an overview of digital and CX modernization in the public sector
Download this pocket guide to learn how replacing paper processes with streamlined digital forms and documents can reduce operational costs, improve citizen satisfaction, accelerate service delivery and transform government services.
Creating a stellar experience for customers who interact with your agency is about more than tracking metrics and checking boxes. At its core, an excellent customer experience (CX) provides a seamless, pleasant, and efficient end-to-end journey — for the veteran searching for benefits information online, to the individual waiting in line to be served atRead… Read more »
Leaders across local, state and federal government recognize the need to improve customer service across the public sector. The Federal Agency Customer Experience Act was introduced in Congress in May, while customer service has been a cross-agency priority goal for years. States and cities are hiring experience officers to lead the charge toward better customerRead… Read more »
This new pocket guide from GovLoop will give you an overview of a customer-centric approach when it comes to digital services in the public sector, why it matters and case studies and steps for development that will help you get to where you need to be.
Learn how other agencies are improving their customer service delivery and addressing these 6 common pain points.
Since Alexander Graham Bell ushered in the telephone in 1876, the ability to communicate across distances has become immediate. Passing notes in class is so passé. Why wait for a break to exchange messages? Do it now over a smartphone! Today we demand this instant communication — both in our personal and professional lives. TheRead… Read more »
The most successful companies not only meet but exceed our expectations for timely, personalized and professional services. For them, good customer service is good business. If this is true in the corporate world, why should government be any different? If you think about it, government is a collection of many small and large enterprises thatRead… Read more »
In this annual end-of-year list issue, GovLoop analyzed the best public-sector innovations across 10 categories.
The government is finally making inroads into understanding and providing better customer service. But it faces significant challenges. Government agencies must operate on tighter budgets and with smaller staffs. Many knowledgeable and experienced employees are retiring, further undermining agencies’ ability to effectively serve customers. Today’s citizens and stakeholders demand fast, accurate answers from government agencies,Read… Read more »
Every year, citizen engagement seems to improve. New technologies are born; new innovations connect citizens with the government; new ideas start to take root. It’s 2015, and citizen engagement has gone far beyond basic social media and town halls. As we make our way through the 21st century, citizen engagement is continuing to evolve. NewRead… Read more »
Simply having a Facebook Page and posting to it occasionally is no longer enough to create a robust social media presence. You must be smart, strategic and ever more creative in order to gain the attention of your audience and reach the right people in your community. GovLoop and Facebook have partnered to create thisRead… Read more »
New Year’s Resolutions –we can all agree that they are difficult, if not impossible, to maintain. But here’s the thing: small, incremental changes and improvements are totally attainable. Say instead of joining the new workout fad – like Crossfit – you instead walk a mile a day. That’s completely doable. And by walking that mile,Read… Read more »
Citizen engagement is nothing new. It’s been conducted in one form or another since the dawn of democracy: Citizens and their elected leaders have met in a variety of ways to exchange ideas and thoughts on policies, processes and more. Until recently, however, this engagement happened in a relatively few ways: Town hall meetings printedRead… Read more »
GovLoop surveyed 255 government employees about new trends in citizen engagement, asking them about topics such as budgets and new initiatives for citizen engagement. We also asked how they define citizen engagement – and got 255 different answers.
Customer service in government is undergoing a transformation as technology and social media make it increasingly possible for citizens and government officials to engage with each other around the clock. GovLoop’s latest Agency of the Future guide walks you through this transformation, highlighting the customer service trends of today and the direction of customer service… Read more »
One of the most exciting trends in government is mobility. With the flood of consumer devices entering the workplace, the public sector has looked at ways to implement mobile to improve communications strategies, cut costs, increase employee productivity, and transform collaboration across government agencies.
In this guide, we share 7 examples where government is improving access to services and information along the spectrum of citizen engagement: ‘must do’, ‘should do’ and ‘can do’ moments.
Today, technology is a critical component to transform and modernize government to truly create a 21st century government. For our year-end report, the GovLoop team set out to explore what technology trends shaped 2012 to help agencies meet organizational goals. The report also includes best practices, case studies, and identifies which trends will shape governmentRead… Read more »
GovLoop is proud to announce our latest guide, The GovLoop Guide: Navigating the Digital Government Roadmap. Technological advancements have enabled government to improve how services are delivered to citizens. This guide focuses on the technology that has enabled government to increase productivity, improve performance and innovate proactively. Throughout this report, we highlight the topRead… Read more »
GovLoop is proud to announce our latest resource, The GovLoop Research Report: Re-Imagining Customer Service in Government. In this report, we interviewed 11 government employees and conducted an online survey of 138 government employees from our GovLoop community. Customer service is a core function of government. With government customers having heightened expectations of the levelRead… Read more »
GovLoop, in partnership with RightNow, is excited to release the “Excelling with Customer Service” Guide. How is your agency doing as it prepares its Customer Service Plan in response to President Obama’s Customer Service Executive Order? As the October 27 deadline for submission stands just one month away, GovLoop has created the guide below. It’sRead… Read more »