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As Constituent Expectations Change, State Health and Human Services Agencies Respond with Improved CX

Government Technology Insider

Constituent expectations of how government services are delivered are shifting rapidly in response to how they interact with organizations in the private sector. No longer willing to wait for hours on the phone or try to fit in an in-person visit to an office during work hours, constituents are eager for change.

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Building Civic Trust Through Civic Tech

GovLoop

When well-designed, it improves constituent experiences (CX) and promotes equity and engagement. A new term to some, “civic tech” relates to technology that directly facilitates CX, constituent experience or communication. The benefits of thoughtful civic tech are big, and include the potential to promote constituent trust.

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3 Opportunities to Elevate the Citizen Experience

State Tech Magazine

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.

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Reimagining government social services in the COVID-19 era

Google Public Sector

States have seen a rising volume of new unemployment requests, and other social services systems are being stressed like never before. At the same time, more state employees have transitioned to working from home and providing their services remotely. It’s no secret that state governments in the U.S.

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Simplified CCAI virtual agent management for business users

Google Public Sector

Intelligent virtual agents are enabling agencies to address constituent questions and provide routine information at scale. For example, Health and Human Services agencies may want different team members to be responsible for Supplemental Nutrition Assistance specific content versus Children's Health Insurance content.

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New AI Use Cases Tackle State Health and Human Services Challenges 

Government Technology Insider

As state Health and Human Services agencies explore new ways to improve constituent service and outcomes, they are identifying new AI use cases to solve some of HHSs biggest problems. These use cases explored using AI in new ways to address very old problems.

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Delivering on the Promise of Digital Transformation Requires More than New Tech

Government Technology Insider

Across the country – from New York to Arizona and from Ohio to California – state and local governments are investing in the technology and solutions to deliver the next generation of services to constituents. However, what this really marked was the beginning of a long-term – if not permanent – cycle of digital transformation.”