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.
Posts Tagged: ROI
Selling a Generative AI Project Internally to Government Leaders: A Strategic Approach
While generative AI (GenAI) presents a unique opportunity to streamline operations and improve citizen engagement, it’s not a mature technology. How can you overcome internal skepticism and help your leaders consider a practical GenAI project?
HHS Awards First Federal Blockchain Contract
The Health and Human Services Department (HHS) awarded its first blockchain contract as an acquisition vehicle to streamline the notoriously lengthy federal procurement process.
Analyze the Small Data of Training
A solid training evaluation program collects the right small data to assure your training program is on the right path to providing business results.
Making Sure Your Training Program is on the Right Path
A solid training evaluation program helps assure your training program is on the right path to providing business results.
Training Evaluation: The Best Ways to Assess Success
You know how somebody with a hammer sees everything as a nail? After a dozen years measuring and assessing the impact of workforce training, I now have a hard time not seeing things from the perspective of the training evaluation models I use in my day-to-day work. When a situation arises that involves some sort… Read more »
Proving ROI – it’s Easy as ABC
It’s all about asking the right questions. That was the conclusion we came to in an earlier blog post about how to make strategic and successful IT investments in the public sector. So let’s say you’ve asked the right questions before a critical IT investment. Everybody is on the same page about what project successRead… Read more »
Creating Engaging Training Videos That Will Still Be Useful in 5 Years
Since entering the public sector 10 months ago, I’ve been exposed to a wide swath of education materials used for training employees and getting the word out about new programs and services. I’ve been impressed with the creative ways videos have been used for ads and informational videos, but there is a severe lack ofRead… Read more »
10 Steps to Measuring Social Media ROI
Last week I was able to present at the Obtaining Value and Insight With Social Medial Analysis event hosted by IBM Analytics Solution Center. The abstract for the event was: The internet is in a second wave of innovation. At the turn of the millennium, we saw a technology-driven, website-centric new-world-order. We are now partRead… Read more »
FOSE 2011, plus ECM’s Benefits To Your Agency
Last week as I walked the exhibition hall at FOSE 2011, I was amazed at how much innovation is aimed at making our United States Government (the greatest in the world) even better. I had some great conversations with government employees, consultants, and vendors who are trying hard to make agencies more efficient, more effective-inRead… Read more »