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Conversational agents are transforming the way public sector agencies engage with constituents — enabling new levels of hyper-personalization, multimodal conversations, and improving interactions across touchpoints. This can help identify areas for improvement in the constituent experience. And this is just the beginning.
In the public sector, it’s a different story because constituents typically cannot turn to a competitor if an agency fails to deliver quality services. That’s what makes omnichannel communication so vital to improving the constituent experience, said Michael “M.J.”
Elevating the citizen experience is a key goal for state and local agencies as they face pressure to modernize digital services for constituents and improve working conditions for employees. Often, the contact center acts as the front line, where citizens and government employees interact directly.
Successful adoption of generative AI, especially within the public sector, requires organizations to enable systematic experimentation and exploration, with their own data, for their workforce and constituents. Access to dedicated exploratory environments is crucial for meaningful progress.
Accessibility ensures that all citizens, regardless of their circumstances, can understand and utilize the support available to them. Prioritizing accessibility also enhances civic involvement and promotes equity. In short, understanding how to improve accessibility helps government agencies to better fulfill their mission of serving the public.
As this technology continues to evolve, counties are increasingly implementing public-facing and internal applications, from translation services supporting constituent casework to tools that enhance wildfire monitoring, property assessment and infrastructure accessibility.
Transparent data collection and dissemination through federal/local collaborations help constituents trust in and engage with the data. Make Sure Youre Improving Constituent Experiences Sometimes, internal improvements make things easier for agency employees. If youre going for a public audience, keep it simple.
Yet for many constituents, contact centers are the only lifeline to get the answers they need while looking for work. Constituents with barriers are often disproportionately impacted when the standard channels are limited and overwhelmed. Why were customers calling? Where did the process break down for them?
Effect on relationships ‘limited’ Among city and county leaders surveyed, 16% said polarization was negatively affecting relationships between local government staff and constituents. Polarizing statements lead to a lot of mistrust between constituents and county election offices,” a local elected official surveyed stated.
Topics include: Four common mistakes that agencies make in their identity verification programs How to reduce the “time tax” on constituents using services that require identity verification The importance of having transparency into the verification process, providing context for each decision made Favorite
The public sector is adopting the latest AI technologies with the right guardrails built in, and we are seeing incredible energy around this technology in agencies across the country whether that be gathering and analyzing information at the most critical times to create operational resilience and readiness, protecting our nation's critical infrastructure (..)
In 2025, it's poised to become a cornerstone of public sector operations, transforming how agencies make decisions and serve constituents. Trend #4: AI-powered constituent experience: seamless and personalized In 2025, AI will help improve citizen experiences. Artificial intelligence (AI) is no longer a futuristic concept.
Because state and local agencies are responsible for critical infrastructure, attacks can be disastrous for communities and constituents. Protecting your active directory (AD) — the core identity system for most organizations — is critical. Active directory holds the keys to your kingdom,” said Weaver. “It
Journey maps are one of the most effective and perhaps underutilized ways of understanding what constituents experience and how best to serve them. The maps help agencies set priorities, allocate resources and identify process improvements, and they help ensure that government services are accessible and seamless. Heres how journey maps work.
The technology also can be used to make guide constituents through government services and information. ” But the benefits of AI extend beyond the workforce, said Dominic Delmolino, Vice President of Field Technology and Engineering for Amazon Web Services Worldwide Public Sector.
Improving efficiency and constituent support with AI and data-driven government solutions Artificial intelligence (AI) is transforming the way GovTechs help government agencies streamline operations and improve overall efficiencies. Amazon Pinpoint makes personalized outbound messaging campaigns simple.
Introducing AI-powered self-service options, such as surveys to assess working and learning styles, can contribute to a more constituent-friendly experience. Augment RESEA Programs with Automation State governments exploration of automation and AI to improve productivity and outcomes can help RESEA programs become more effective.
Government workers and their constituents have expanded the use of technology in everyday tasks with the rapid adoption of cloud computing, mobile and Internet of Things devices.
To get feedback from constituents, agencies often ask them to complete a short survey when they visit a website or conduct a transaction. But while a survey can provide useful information, its value is limited because you only know what constituents tell you.
While agency employees are concerned with impacts on their jobs, constituents are more worried about data security and privacy. For constituents who already have hesitations about the amount of PII held by government agencies and their plans for AI, this could result in an erosion of trust.
How to Make Constituent Services More Accessible. Depending on the level of participation you want, Shereen mentioned using social media, press releases, public notices, workshops, and hotlines. Want more tips on delivering better CX? Join us next month for upcoming CX CoP on July 14 at 4 p.m., Favorite
How to Make Constituent Services More Accessible Understanding how to improve accessibility helps government agencies to better fulfill their mission of serving the public. Behind the Scenes in State and Local Tech State and local agencies are on the front lines when it comes to using technology to deliver constituent services.
Automation has tremendous potential to help state employees work more efficiently and deliver better constituent service, but it's important to consider what automation means and how to achieve it. Learn how understanding and implementing digitization and automation effectively can enable Kansas to support agency staff.
States need the ability to respond to changes in policy and constituent needs in real time. Launch day is when you start preparing the systems next iteration, which addresses those early challenges, constituent demands, and changes in policy.
The result is a more agile, responsive, and effective public sector that can better meet the needs of its constituents. This allows agencies to focus on delivering value to citizens rather than dealing with infrastructure complexities. Next steps To review the technical solution for this blog, see the GitHub repo for this post.
Cloud technologies like artificial intelligence (AI) offer new opportunities to improve operational efficiency while driving better outcomes for students and constituents.
Learn how governments use AWS to innovate for their constituents, design engaging constituent experiences, and more by visiting the AWS Cloud for State and Local Governments hub. Learn more at Health and Human Services Cloud Resources.
For constituents, this translates to easier and more secure experience when engaging with government websites and applications. Department of State Bureau of Consular Affairs partnered with Google Public Sector and our partner TTEC to improve constituent experience on their largest public-facing website.
Learn how governments use AWS to innovate for their constituents, design engaging constituent experiences, and more by visiting the AWS Cloud for State and Local Governments hub. SLG agencies across the country are using the power of AWS to unlock their data, improve the citizen experience, and deliver better outcomes.
Without a forever-modern digital infrastructure, states face difficulties meeting constituent needs, changes in regulations, and emergencies like the COVID-19 pandemic. To learn more about how forever-modern digital infrastructure helps HHS agencies reach people at risk, click here.
From Tennessee to Hawaii, state CIOs are focused on updating legacy systems so that they can use them as a launching pad for implementing AI and improved constituent services, experiences, and outcomes.
Internet connectivity is at the heart of most digital transformation efforts as agencies look to provide employees or constituents with quick access to applications or services. In the process, however, they end up with a growing web of connections that are increasingly difficult to track and secure.
Modern constituent services are no longer an option. Constituents, when interacting with government agencies, expect seamless, digital-first experiences. “Government agencies can streamline internal processes, enhance collaboration, and improve constituent engagement,” he said. .
Local leaders play a crucial role in shaping policy and fostering community, which involves working alongside constituents or other local leaders with differing political views. Encouraging productive dialogue to reduce political contention along party lines can be an effective strategy to improve the quality and civility of public discourse.
Imagine this: In just three days, the Health and Human Services agency is able to set up a constituent portal that provides easy access to the benefits available through its 18 different departments. That story, which would have been unimaginable not that long ago, is true.
The holiday season, a time of celebration, increased activity, and excitement, presents unique challenges for local government officials as they work to ensure municipal emergency preparedness.As
Without a forever-modern digital infrastructure, states face difficulties meeting constituent needs, changes in regulations, and emergencies like the COVID-19 pandemic. To learn more about how forever-modern digital infrastructure helps HHS agencies reach people at risk, click here.
And agencies should realize that their audiences are ever-changing, said Carolina Prieto, Solution Advisor for Digital Communications with Granicus, a company that provides digital experiences to help agencies better serve their constituents. Its an influx of people going in and out.
Correspondences: Personalized, context-rich communication Agencies can prevent confused beneficiaries from calling or creating unnecessary workload by communicating clearly in an accessible manner.
Instead, each looks micro-designed around a particular constituency. Some are just a few days a week. It is hard to call this a network, because these services are mostly not intended to work together. Could this system be much simpler and thus more frequent — running, say, a few times a day instead of just once or twice?
At the other extreme, âcancel authorityâ structures, based on the investment committees typical in private equity , are less effective in large organizations with many competing constituencies. The most important change, however, is in the power they wield: As suggested by their name, cancel authorities can decide a projectâs fate.
Google Public Sector is excited to support Caltech to build an AI-optimized infrastructure that will lead scientific discoveries across all domains for the best of all our constituents, ” said Reymund Dumlao, Director of State & Local Government and Education at Google Public Sector.
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