customer experience

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.