Ideas
How Digital Services Engagement Centers Play a Crucial Role in Customer Experience
Digital services engagement centers serve as the connective tissue between customer service channels.
Emerging Tech
Most Citizens Want A ‘Siri’ For Government Services
People want 24/7 service, even from the federal government, a new survey shows.
Ideas
Make 2017 the Year of a Digital-First Federal Government
Everything the federal government does should be thought of digitally first.
Ideas
Delivering Efficient Citizen-Centered Government
Consider the following five strategies to create a citizen-centric government and to drive governmentwide efficiencies.
Ideas
Delivering Great Digital Government in the Trump Era
How can agencies transform how digital services are delivered and meet the rising and constantly changing expectations of citizens?
Ideas
Customer-Centric Government Won’t Be Great Again in 2017 and Other Government Tech Predictions
Expect cyber and data to remain in the spotlight, while areas like customer service will see less momentum.
Digital Government
First Rule of User Experience: You Do Talk To the User
“We assume we know what our customers want. But in many cases, we don’t."
Emerging Tech
Join Us Nov. 30 for the Digital Citizen Summit
Learn from Uber and other agencies' efforts.
Artificial Intelligence
Tech That Will Change the Customer Experience Game
Forrester Research expects augmented and virtual reality will be customer experience game-changers.
Ideas
Taking the Federal Digital Leap: Inevitable, Imperative and Doable
The question many are asking is, if we want to become digital, where do we begin?
Ideas
Why Citizen Input is Crucial to the Government Design Process
When developing new ways to deliver services, designers must expand their focus beyond the agency’s own operating interests to ensure they also create a satisfying experience for citizens.
Ideas
How Government Can Improve the Customer Experience
A new report from Forrester ranks government last when it comes to customer experience, but that could quickly improve by adopting some commercial best practices.
Digital Government
How the Next Administration Can Improve Customer Service
The recommendations include creating chief customer officers.
Digital Government
5 Tips for Agencies to Step Up Their Customer Experience Game
As agencies transform call centers into digital operations, here are some best practices to consider.
Ideas
Automating the Citizen Experience in Government
The public sector must support rapid procurement and integration of digital technologies to support citizen-centric experiences.
Digital Government
Customer Service Matters in the Intelligence Community, Too
A National Geospatial-Intelligence Agency directorate has been working on how to best deliver its products under what can sometimes be critical time pressures.
Digital Government
Ebook: Customer Experience Focused: Why The Government Needs to Prioritize Customers
In this eBook, we’ll explore what government gets right and wrong in customer service, and how some agencies are putting customers first in an effort to better meet their missions.
Ideas
What Does it Take to Roll Out a New Citizen Service?
Here are five ways to grow an agency's user base and increase adoption.
Digital Government
Want Better Customer Experience? Try Creating 'OMG' Moments
One transportation authority aims to turn customer complaints into potential customer-service victories.
Modernization