Why Do You Need a Government Chief Customer Experience Officer?

In the past few years, we’ve seen the emergence of Government Chief Customer Experience Officers, a new kind of executive in the c-level suite. Read More

A Best Kept Government Culture CX Transformation Secret

Government leaders should consider creating an innovative Department Customer Experience Officers (DCXO) program within the organization to help drive customer experience management strategies and activities. Read More

Is Your Government Contact Center ISO Certified? Why Not!

Get your government contact center a prestigious designation with the ISO 18295 certification. Read More

IMPORTANCE OF AN OPERATIONAL AUDIT IN A GOVERNMENT CONTACT CENTER

A Government Contact Center Audit Program Is Critical Read More

Using Human Centered Design for Government Digital Transformation

Using Human Centered Design to Improve Government Digital Customer Experiences Read More

Improving customer experience to enhance performance in government

What could happen if government viewed certain public sector challenges through the lens of customer experience? By changing the way people interact with a process rather than focusing solely on the process itself, agencies can broaden the range of available solutions. Read More

Residents welcomed to Niagara Falls 311 planning meetings

The Niagara Falls Community Development Department is competing for a grant to fund a citywide 311 system and is are asking residents for input. 311 is a nonemergency phone number that people can call in many cities to find information about services, make complaints, or report problems. Read More

VA Contact Center Modernization Initiative – MyVA311 Launched!

On Veteran’s Day 2016, VA launched the MyVA311 telephone platform: A unified and centralized enterprise wide approach that Veterans can use to easily find information via telephone. Read More

Bringing Government Agency Contact Centers and the Internet Together for a Seamless Customer Experience

Taxpayers often turn to the government when they are overwhelmed and stressed out by personal circumstances. A fragmented experience across government websites compounds their distress both increasing the burden on call center staff and the cost of meeting taxpayers needs. A consistent, thoughtfully designed experience (starting with websites and contact centers) will make a tremendous… Read More