Clean up technical debt before chasing shiny objects, state CTO advises
While it may be tempting to roll out flashy user-facing features, investing in the back-end infrastructure is even more important.
Short, sweet, simple: Tips for effective government communications
When it comes to communicating vital information to residents, a “clarity before clever” strategy works best, one expert says.
The reopening that wasn’t: As government employees work from home, people find services curtailed
Everything from pandemic policies to security concerns is causing agencies to reduce in-person services, including licenses and permits.
How chat comments can supercharge safety net programs
With help from Code for America, New Mexico is analyzing its chat session data to uncover ways to improve customer experience through automation or a more personal touch.
Modernization takes agencies from service providers to service brokers
Enterprise IT teams should focus on making services easier for staff and residents to access and engage with, one state CIO said.
Dig into feedback on digital services, experts advise
Whether from staff or residents, feedback can help agencies spot pain points and improve user experience.
Contact center modernization boosts satisfaction for city residents, staff
With more calls coming into its legacy social services help lines, New York City turned to a cloud-based platform that reduced the number of dropped calls and gave agents easy, digital access to essential customer information.
From silos to seamless: How state governments deliver personalized services
COMMENTARY | By harnessing existing data, agencies can deliver best-in-class experiences that enable residents to get the most out of their government interactions.
How to solve customer-service language barriers with virtual queuing
COMMENTARY | Customizing user experience into the languages that most represent a community’s needs creates more equitable access to important government services.
How one state cut its vehicle titling time down to a few days
West Virginia is the first state in the nation to digitize its titling process, but a DMV overhaul must be handled with care.
Challenges quickly test creative solutions to operational snags
Long Beach’s annual smart city challenge focuses on improving customer satisfaction with service delivery.
More with less: City cuts back website, increases engagement
A customer-focused information architecture helped Olathe improve customer experience for residents and streamline workflow for staff.
Digitized services drive citizen satisfaction
While many states have low customer satisfaction, some are bucking that trend by investing in technology to improve processes, according to research from McKinsey.
Online experience monitoring: From the ‘squeaky wheel’ to real-time web metrics
Miami-Dade County digs into real-time feedback and web-experience surveys to better understand the citizen’s digital journey and deliver better customer experience.
How one city’s IT team keeps up with rapid growth
Salt Lake City is adapting to new residents and workers by focusing on customer experience, easing hybrid work challenges and rethinking IT staffing.
How one town delivers innovation by getting out of its own way
Leaning on relationships with users, ensuring staff have the tools they need and prioritizing projects helps Gilbert, Arizona, master digital transformation.
Code for America unveils first states in Safety Net Innovation Lab cohort
The nonprofit’s lab aims to help states build digital tools and services to connect people with health, food assistance and other benefits programs.
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