From Idea to Implementation: How Agencies Are Using AI to Improve Service Delivery
AI isn’t just buzz — it’s powering faster, smarter public services. Here’s how agencies are making it real (and keeping it real).
Posts Tagged: CX
Prioritizing Employee Experience to Enhance Government Services Amidst DOGE-Led Disruptions
When government employees feel valued and supported, they’re more likely to deliver a superior customer experience (CX). So even in times of disruption, it’s critical to prioritize the public sector’s employee experience (EX).
What Can Government Learn from Pizza Delivery?
What can government agencies learn from pizza delivery? Data-driven decision-making, streamlined operations, and a focus on CX.
Journey Maps Help You Find and Fix Problems
Journey maps are one of the most effective and perhaps underutilized ways of understanding what constituents experience and how best to serve them.
What Will Happen to the CX Executive Order in the New Administration?
Many customer experience (CX) nerds in the public sector are wondering “What will happen to Biden’s CX Executive Order?” Here’s some context on how CX-related executive orders have played out in the past, and some hypotheses about what lies ahead.
How to Deliver High-Quality Omnichannel Constituent Experiences
In this video interview, Docusign’s Michael “M.J.” Jackson describes how a focus on omnichannel communications can result in higher constituent satisfaction and deliver improved outcomes.
Do You Know What Makes a Good Question?
Questions are not inherently neutral. They carry context, tone (if spoken), assumptions, and bias. If you’re working with customer (CX) or employee (EX) experience, asking questions is a necessary part of gathering feedback. Let’s discuss a couple of the ways that questions make assumptions and how to avoid them when collecting feedback.
Good CX in the OCIO: A Win for Both Customers and OCIO Teams
This blog post highlights the importance of focusing on CX for government IT products and how it has a positive ripple effect on both users and IT teams. By making CX a priority, agencies can improve service delivery while also creating a more fulfilling and productive work environment for IT professionals.
How to Get More Insights Out of Community Surveys
Tips and takeaways from the experts on how to make the most of community surveys.
Digital Technology for Better CX
Private sector technology has raised the public’s expectations for online customer service. Government must catch up. Good solutions call for personalization — and that requires data.