DGI’s 21st annual Government Customer Experience Conference will explore the policies, applications and technologies involved with improving customer and employee experience with the ultimate goal of improving citizen services. This annual event is focused on improving customer experience and citizen engagement through all aspects of serving citizens: onsite, online, social media, mobile, contact center operations, and more. The 2021 Gov...

In 2018, the Department of Consumer and Regulatory Affairs (DCRA) embarked on a Digital Transformation journey called "Vision 2020," focused on technology enhancements to streamline processes and increase efficiency for their customers. The lessons learned and accomplishments achieved are applicable to Federal, State and Local governments nationwide. With the current public health emergency, DCRA temporarily closed their offices, and quickly p...

Government agencies require feedback from citizens and multiple other stakeholders to improve customer experience. Effective feedback systems require well thought-out survey questions to obtain valid data. A poor questionnaire will not enlighten decisions, and worse, it could generate bad data that misleads decision makers! The Survey Questionnaire Design Training Seminar was created to help agencies maximize the value derived from agency surv...