customer experience
Governments lag other sectors in adopting AI in contact centers, report says
The public sector is far behind the healthcare and retail sectors in using the technology to answer questions and provide users with next steps. But it can gain on its private peers.
SNAP theft reimbursements could end for many without congressional action by Friday
Senators are also urging the Agriculture Department to speed up its rulemaking around card security that could help prevent the problem.
Republican lawmakers ask Trump to kill IRS Direct File
The new program intended to enable free, online tax filing directly with the government has garnered controversy and praise since its inception.
‘Individualized’ government tech could improve customer experience, Florida official says
Rich Evans, CIO of Florida’s Department of Management Services, said during a recent workshop the public sector should embrace emerging technologies as a way of better serving constituents.
State IT innovations honored in annual awards
States’ efforts to improve the delivery of benefits, such as food stamps and Medicaid, strengthen cybersecurity, and enhance residents’ overall digital experiences were recognized by the association of state IT leaders.
No shortcuts: Only well-managed AI will deliver on its promise
COMMENTARY | Artificial intelligence opens new opportunities for policymaking and service delivery, but success still depends on understanding residents’ needs and on the thoughtful handling of their data.
For equal access, consider both physical and digital accessibility
COMMENTARY | Features such as clear navigation, readable text and multimedia alternatives improve the customer experience for everyone, leading to higher levels of satisfaction, engagement and trust.
Mayoral candidate pledges ‘digital by default’ city services
In his bid to become the next mayor of San Francisco, Mark Farrell promised to digitize government services within two years.
Town turns to text messaging to boost community engagement
Andover, Massachusetts, operates under the town meeting system. Amid abysmal meeting attendance, officials turned to SMS to manage its meetings and various initiatives.
Why Washington Metro’s leader is ‘bullish’ on post-pandemic transit
Faced with a drop in riders and major budget shortfalls, Randy Clarke doubled down on providing more service to D.C.-area riders. It seems to be working.
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GSA partners with state, local governments on text alert service
The pilot program helps state and local governments notify residents of critical deadlines. Norfolk, Virginia, has already been using the service to remind people about Medicaid reenrollment.
Friendly competition heats up energy conservation among neighbors
Indiana saw a 30% reduction in residential energy use across four cities after deploying the MySmartE system that incentivizes households to conserve energy.
No wrong doors: Making benefits easier to access
When applying for benefits is too hard, families don’t get the support they need. Learning how users actually work through submitting an online application underscores how important user-centered design is to a program’s success.
IRS announces 13 states where taxpayers could use its Direct File pilot
Under the pilot program, residents would be able to use the IRS program to file their federal tax returns online for the 2024 tax season. New York and Arizona are developing state-level filing systems.
The future of government is (still) digital
More than 20 years after a report foresaw a government dominated by digital services, an update finds that a lack of tech savvy workers and funding are hampering efforts to realize that vision.
The money's out the door in nationwide unemployment insurance modernization push
A Labor Department official said efforts to help states modernize their UI systems are trending in the right direction, but funding may be insufficient.
State IT leaders honored in annual awards
NASCIO rewarded states’ efforts to use tech to help make government work better for its residents in areas like resident engagement, digital services, data analytics and identity management.
Survey: Residents want local governments to be more transparent
The vast majority of respondents want an accessible website with easy to access information and mobile tech to make it easier to engage with local agencies, according to a government technology company.
How generative AI is being used to put the humanity back into government
Non-English speaking residents of Minnesota can more easily access driver and vehicle services thanks to a new generative AI-based virtual assistant that automatically translates English into Hmong, Spanish and Somali.
IRS seeks states’ input on its direct file pilot
States have until Sept. 4 to tell the IRS if they’re interested in participating.
