customer experience

Trust will be key for US Notify—a text message service for state benefits

A pilot program will help state benefits programs send text alerts to low-income families in need of public services.

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.

New guide looks to slash 'time tax' on benefits applications

The project aims to make applications for government programs such as childcare assistance more user-friendly and less time consuming.

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.

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.