The Federal Plan to Improve Customer Experience
Government officials often talk broadly about improving customer experiences, but the Biden administration has unveiled an executive order (EO) that offers a detailed vision of what that means.
Posts Tagged: customer experience
Now Hiring: Professionalizing CX in Government
Finding qualified customer experience professionals for government agencies continues to be a great challenge.
How to Keep Employees and Constituents Happy
Public-sector customer experience gets to the heart of how employees and constituents interact with perceive agencies’ products and services. Yet pleasing both groups grows harder every time government workforce, budget and other constraints change.
CX Is More Than a Role, It’s a Mindset
More important than customer experience jobs in gov are the individuals who occupy those roles, their self-awareness and leadership support.
3 Ways Government Can Build Accessible CX
Rather than making accessibility an afterthought yet again, the government can seize this opportunity to design solutions that truly serve all. What’s more, it turns out accessible design actually improves overall CX tremendously.
Take Digital Experience to the Next Level
“If a citizen gets a great experience for parking via a mobile app that was created by the private sector, why can’t they have that great experience with a government-based agency?”
San Antonio’s 311 Service Paves the Way for Customer Service in a Post-COVID World
Here is how one city handled the increasing demand and elevated expectations for digital services while accommodating the needs of a hybrid workforce.
Meeting Emotional Needs to Optimize Agency Outcomes
Designing digital services to address emotional needs increases the chance citizens will successfully engage with your organization.
Two Communities Embrace Digital-First Mentalities
Using cloud computing’s on-demand, decentralized capabilities, the Content Cloud enables agencies to create, govern and share their content digitally.
What Is Equitable Listening and What Does it Mean for Democracy 2.0?
Equitable listening is the backbone of leadership, from agency front lines to the C-suite. Seeking to understand the needs of those we serve is paramount.