Artificial Intelligence
Frequently Automated Questions: Is Artificial Intelligence the Future of FAQ?
Finely tuned chatbots could tackle the public's millions of questions.
Ideas
How to Delight Customers Through Public-Private Partnerships
Customer service innovation in government will benefit the ongoing digital transformation in government.
Digital Government
Despite Improvements, Government Still Bottom of the Barrel in Customer Experience
Overall, Forrester rates the federal government’s average index as “poor," with agencies generally rating from “very poor” to “OK.”
Ideas
What’s Key to Driving Better Citizen Experience?
There are three important, early considerations in developing initiatives to elevate the citizen customer experience.
Digital Government
Would a Uniform Digital ID Work in the US?
Some countries have invested in uniform digital identity with success. Their experiences can provide a roadmap for governments navigating the earlier stages of the journey.
Ideas
What Federal Government Can Learn from States in Going Digital
To speed delivery of citizen- and business-centric digital solutions, federal agencies can adopt best practices from states where online transaction-based services have been used successfully for more than two decades.
Emerging Tech
You May Soon Be Able to Check Your Snail Mail via Email
Called Informed Delivery, the service allows Postal Service customers in participating regions to receive emailed images of the front side of all mail pieces that will be delivered to the home that day.
Digital Government
Where is Customer Experience Working in Government? We’ll Show You.
On June 7, we’ll explore some of the best CX use cases in government.
Digital Government
3 Ways to Fight the Forces Opposing Better Federal Customer Experience
Washington has a near-monopoly on the very worst customer experiences.
Digital Government
Nextgov Ebook: Customer Experience Roadmap
This ebook will discuss what leading agencies are doing to improve customer service and align customers with their missions.
Ideas
When it Comes to Engagement With Citizens, the Government Is Finally Paying Attention
There is an old saying in retail marketing that “the customer is always right.” Unfortunately, it’s hard for the government to follow that adage.
Digital Government
Social Security Wants to Know What its Customers Want -- Before They Do
To some, the thought of a government agency anticipating the needs of its customers is Orwellian at best.
Digital Government
Improving the Veteran Experience is (Literally) the Top Priority at VA
VA Secretary Bob McDonald announced 12 "breakthrough priorities" to Congress in early 2016.
Digital Government
Need Something from the Government? Most Would Prefer Visiting a Website
A new study suggests American citizens are more satisfied with the government’s delivery of digital services than government’s overall service delivery.
Digital Government
Only 3 Percent of Federal Job Ads Contain the Word 'Customer'
That doesn’t bode well for the government’s fledgling efforts to improve customer service across agencies.
Ideas
Is Your Agency Trying to Improve Customer Service? Don’t Overlook These Key Factors.
While surveys can offer valuable insights into the customer experience, there is another, even more readily accessible source of intelligence about customer satisfaction: your employees.
Digital Government
Here’s What the Government Gets Right When it Comes to Customer Service
The feds get dinged a lot, but it’s important to shed some light on positive government efforts, too.
Digital Government
Reports Suggest Divide Between Government and Customers it Serves
Citizens' perception of the federal customer experience differs from that of the agencies themselves.
Emerging Tech
Speed Dialer Aims to Profit off IRS' Terrible Customer Service
Software helps route paying customer to a breathing person within 1 to 6 minutes at an IRS call center notorious for its lengthy hold times.
Emerging Tech
What Will OMB's New Requirements Do for Federal Customer Service?
The 2016 directive is a strong signal from the House appropriations committee that the government’s efforts to improve customer service following an executive order in 2011 have not gone far enough.
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