Citizen Services

When people become data records, ‘low-resolution’ citizens struggle

When identity-authenticating systems are unevenly implemented, people whose identifying data contains errors or inconsistencies struggle to access connected government services.

Pandemic lessons: Building partnerships, managing networks and steering outcomes

Lessons learned from the nation’s response to the pandemic can shape the way governments at all levels handle future crises, a new report finds.

Accessibility: A roadmap for creating an equitable experience

Improving accessibility requires a mix of training, leveraging technology and embracing the philosophy that continuous attention will ultimately makes the digital experience of all constituents better.

Digital transformation delivers more than productivity -- it rebuilds public trust, too

New data suggests the widening gap between citizens’ expectation of digital service and reality threatens to further undermine trust in government.

State, local governments lean into agile

A study of four governments -- two state and two local -- illustrates how agile has evolved from a software development approach to being applied in project management, procurement and social services.

5 ways to unlock value in government data

An interoperable and connected data environment can help governments improve customer experience, enhance data protection and reduce fraud, waste and abuse, a new report says.

San Diego steps up cloud, remote support, IT service management

With a new managed services contract, the city is able to boost customer satisfaction, increase the IT services redundancy and agility, reduce the city’s risk exposure and drive ongoing technical innovation.

How the pandemic transformed citizen service

Besides ramping up automated online services, many agencies gained deeper insights into what citizens really needed.

Creating innovative, streamlined and accessible digital experiences

A low-code development platform can dramatically streamline innovation and accelerate development of 508-compliant apps and websites.

Wisconsin clears UI backlog with cloud-based AI

Working with Google Cloud, the state was able to clear its bottleneck of unemployment insurance claims, leverage predictive analytics to speed response time and screen out fraudulent claims.

How transit-based IDs open the door for digital citizenship programs

By reshaping their digital tools, beginning with transportation-based identity systems, cities can create new ways for residents to interact with the urban environment around them.

Colorado requires accessibility to state, local government websites

A new law calls for the state’s Office of Information Technology (OIT) to develop web accessibility standards and hire a software developer to help state agencies implement them.

FedRAMP authorizes identity verification service

ID.me, an identity verification platform provider, has achieved a Federal Risk and Authorization Management Program moderate authorization to operate for its Identity Gateway, a shared service for citizen- and employee-facing authentication.

How agencies can leverage social media to build trust with constituents

By engaging authentically and meaningfully with constituents over social media, agencies can vastly improve trust and strengthen constituent relationships.

COVID-19 messages make emergency alerts just another text in the crowd on your home screen

When emergency alerts are hard to distinguish from text messages and when they announce the availability of vaccines rather than an impending tornado, are they still emergency alerts?

Building digital fitness starts with small steps

With the technology now available, agencies can gradually transform without prohibitive levels of effort and expense.

Labor Department IG: Legacy tech hindered states' delivery of unemployment benefits during pandemic

States with modernized systems were able to stand up new programs faster than states that relied on legacy technology, according to a new report from the Labor Department's internal watchdog.