customer experience

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.

Report: 6 keys for successful government crisis contact centers

When natural disasters or emergencies arise, agencies must be able to respond effectively to public inquiry, and technology is key.

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.

Report: Governments behind private sector in customer, employee experience

Governments have improved their digital transformation efforts, but much work remains.

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.

Most government orgs fail to meet digital transformation objectives, report finds

The report argued that governments should center digital efforts on workforce skills and enhancing citizens’ experiences. 

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.

More than half of people are frustrated by digital government services, survey finds

The report found that 46% of respondents would be more likely to use digital technology to access government services if the technology was easier to use.

Report: Empathetic tech can improve the government contact center experience

Pairing artificial intelligence with human-centered design principles can improve callers’ experience and attitudes regarding the automated systems and agencies employing them.

How tech can make food assistance programs easier to use

Modernization and customer experience goals are folded into a new White House National Strategy on Hunger, Nutrition and Health that was released Tuesday.

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. 

USDA opens grants to streamline SNAP

Grants to state and local governments are designed to improve customer experience, streamline operations and expand enrollment to underserved populations.