A New Type of Agency: Agile and Anticipatory
It matters whether someone has a positive or negative experience transitioning from traditional, face-to-face interactions with agencies to more digital outreach. The right implementation can help.
Posts Tagged: CX
The State of (Public-Sector) UX
The need for public-sector user experience (UX) professionals is continuing to grow. Here’s why the government UX field is thriving, while the private sector is trending downward.
Where Data Makes a Difference, Pt. 1
Data takes an increasingly important role in the business of government. Here are some ways agencies are using data to improve their services.
Making Tax Filing Simpler Via Civic TechÂ
In 2024, American taxpayers for the first time could file their tax returns online with the Internal Revenue Service for free, and two states launched similar pilot programs that promote state integration. It’s an example of how innovative technology can directly improve people’s lives.
Agencies Seek Gains Through Precision Modernization
Agencies today often pursue targeted modernization programs, rather than sweeping changes. Here are four areas in which they’re devoted modernization resources.
The CX-EX Connection
Government agencies know that providing good customer experience is central to their mission, but much of what creates a positive experience takes place behind the scenes: It’s how happy public-sector employees are at their jobs.
Measuring the Value of CX
The metrics used to measure CX in the commercial sphere aren’t always appropriate for government agencies. Here are some qualitative measures that can better demonstrate the value of your CX.
Need to Improve CX? Low-code Automated Testing Can Help
Agencies that rely exclusively on manual software testing are missing the opportunities that automation provides, such as finding and resolving pain points quickly and efficiently, giving employees a more satisfying work experience, strengthening service delivery, and building constituent trust.
Building Civic Trust Through Civic Tech
Civic tech is a vital way to improve constituent trust, and there’s a lot of potential for it to develop and grow.
Trust Is a Key Theme for Government in 2024
From learning to trust how artificial intelligence (AI) will handle data and provide insights to implementing zero-trust architectures for cybersecurity to building citizen trust with better customer service, agencies are more focused than ever on delivering trust as part of their services.