Enhancing CX for equitable access to government services
A new report highlights constituents' challenges when enrolling in government benefit programs and proposes solutions for improving customer experience (CX) —ensuring equitable access.
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customer experience
New York appoints state’s first chief customer experience officer
Tonya Webster, who's held roles at NBCUniversal and Blue Cross Blue Shield, was named New York's chief customer experience officer.
U.S. public sentiment ranks public sector organizations low on customer experience measures
The survey findings showed sentiment among U.S. consumers below average for government services but highlights key takeaways from which agency leaders can learn.
Digital accessibility requires a proactive government
A new study emphasizes the need for public sector leaders to move beyond the regulatory requirements of accessibility—ensuring digital services and CX are more equitable across the…
Where public agencies are investing to improve customer service
A new report highlights how IT infrastructure plays a key role in supporting CX and service delivery.
Five ‘Safety Net Innovation Lab’ states try mobile tools to boost assistance programs
Code for America said the first five states in its new Safety Net Innovation Lab are making their assistance programs more accessible.
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North Dakota creates ‘chief customer success officer’ role
The unique new position is the latest attempt by a state IT bureau to ensure a successful bridge between technology and government's many lines of business.
North Dakota appoints new ‘chief reinvention officer’
Kevin Parker, formerly with the Illinois and Rhode Island state technology offices, will now fill one of the newer designations in North Dakota.