The next generation of work culture will fuse this customer experience data with real-org employee experience data. Lead by listening. How might we improve the way we communicate and connect to one another during times of uncertainty? In addition to the annual Federal Employee Viewpoint Survey, how are we seeking to understand our employee’s health and wellbeing? It’s challenging to live in a state of ongoing “crisis” a...

What's in the power of a nudge? Government agencies spend millions of dollars each year in effort to support the public everyday and in times of emergency. How are government agencies improving their understanding of how people process information and make decisions, and how agencies can design and administer programs? Government agencies are optimizing performance by leveraging the knowledge of human behavior, like nudges, to improve how they...

Lou Carbone is a renowned expert in understanding and leveraging the unconscious clues and signals from customers and employees when designing new experiences. By understanding the unvocalized needs of stakeholders (i.e., citizens, veterans, seniors, employees etc.) you can create government experiences that connect with your customers and employees, making them feel significant and heard. Lou will share his concepts, built on decades of resea...

What gets measured gets funded. As agencies continue to pursue excellence in their delivery of services, leveraging the strategies and practices used in the business discipline of customer experience (CX) becomes essential. A well-defined CX program highlights the importance of internal experiences critical to delivering on the promise. The government can save millions by reducing duplication and redundancies while providing the public a clear...

LA Country Registrar-Recorder/County Clerk’s Office embarked on an aggressive path to improve the voter experience for over 5.4 million registered voters spanning 4,100 square miles and 13 different languages. Named “Voting Solutions for All People” (VSAP), this initiative brought over 30,000 digital ballot marking devices and 8,000 digital pollbooks to be deployed across nearly 1,000 voting centers. Learn how Cherwell helped...

Unemployment claims are surging throughout the country, and the state of Rhode Island is no exception. The Rhode Island Department of Labor and Training (DLT), which manages unemployment insurance (UI) claims for state residents, received more than 140,000 initial claims for the UI program alone in the first 45 days after the governor declared a state of emergency. But what DLT did next forever changed the speed and efficiency with which it se...