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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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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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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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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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Creating a Unified Digital Experience with California’s Technology Investments

Government Technology Insider

In this article, originally published on August 17, 2023 , we explore how the EDD’s technology and infrastructure investments can support a unified digital experience, bringing more services to Californians wherever and whenever they need.

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A New Type of Agency: Agile and Anticipatory

GovLoop

When constituents receive the same level of service and convenience from government as the private sector offers — whether dealing with garbage collection, fishing licenses or social services benefits — people tend to think well of government. Technology has become oxygen,” explained Dilley. It’s no longer optional.”

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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.”