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
How Design Thinking Can Benefit Government Agencies
The approach calls for agencies to be empathetic toward people’s needs while being open to continuous learning and a willingness to fail—fast.
Digital Government
Join GovExec & Nextgov for the Federal Customer Experience Summit
The Obama administration continues to push government toward enhancing CX, and the White House pressure has many agencies trying to get it together.
Digital Government
How the Postal Service Regained Customers’ Trust After Throwing Packages
In today’s era of retail behemoths like Amazon and Wal-Mart and delivery giants like FedEx and UPS, improved customer service has helped keep the Postal Service competitive.
Digital Government
Report: Federal Government Has 'Near Monopoly' on Worst Customer Experience
Uncle Sam finished dead last among 21 major industries.
Artificial Intelligence
Frequently Automated Questions: Is Artificial Intelligence the Future of FAQ?
Finely tuned chatbots could tackle the public's millions of questions.
Ideas
How to Delight Customers Through Public-Private Partnerships
Customer service innovation in government will benefit the ongoing digital transformation in government.
Digital Government
Despite Improvements, Government Still Bottom of the Barrel in Customer Experience
Overall, Forrester rates the federal government’s average index as “poor," with agencies generally rating from “very poor” to “OK.”
Ideas
What’s Key to Driving Better Citizen Experience?
There are three important, early considerations in developing initiatives to elevate the citizen customer experience.
Digital Government
Would a Uniform Digital ID Work in the US?
Some countries have invested in uniform digital identity with success. Their experiences can provide a roadmap for governments navigating the earlier stages of the journey.
Ideas
What Federal Government Can Learn from States in Going Digital
To speed delivery of citizen- and business-centric digital solutions, federal agencies can adopt best practices from states where online transaction-based services have been used successfully for more than two decades.
Emerging Tech
You May Soon Be Able to Check Your Snail Mail via Email
Called Informed Delivery, the service allows Postal Service customers in participating regions to receive emailed images of the front side of all mail pieces that will be delivered to the home that day.
Digital Government
Where is Customer Experience Working in Government? We’ll Show You.
On June 7, we’ll explore some of the best CX use cases in government.
Digital Government
3 Ways to Fight the Forces Opposing Better Federal Customer Experience
Washington has a near-monopoly on the very worst customer experiences.
Digital Government
Nextgov Ebook: Customer Experience Roadmap
This ebook will discuss what leading agencies are doing to improve customer service and align customers with their missions.
Ideas
When it Comes to Engagement With Citizens, the Government Is Finally Paying Attention
There is an old saying in retail marketing that “the customer is always right.” Unfortunately, it’s hard for the government to follow that adage.
Digital Government
Social Security Wants to Know What its Customers Want -- Before They Do
To some, the thought of a government agency anticipating the needs of its customers is Orwellian at best.
Digital Government
Improving the Veteran Experience is (Literally) the Top Priority at VA
VA Secretary Bob McDonald announced 12 "breakthrough priorities" to Congress in early 2016.
Digital Government