Metrics for customer experience (CX) look radically different depending on the agency’s mission. For example, the Sanitation Department might consider a lack of inquiries as a sign of success, whereas the Parks Department might see a lack of site visits as a problem. To successfully measure your CX efforts, you first need to have the right metrics in place. Join us online Monday, Jan. 22, at 4 p.m. ET/1 p.m. PT to learn from government l...

The Annual Meeting has many popular features: A range of informative and timely workshops Compelling and inspiring speakers A general business meeting and important policy discussions A robust Trade Show featuring the latest services andsolutions for cities and towns The MMA’s Annual Meeting is a great opportunity for local officials to: Learn about solutions to problems facing your community Meet people who can assist you with resources...

Join us online Tuesday, Dec. 12 at 4 p.m. ET/1 p.m. PT, for our inaugural CX CoP, where we will bring our community together to uncover the top five CX challenges facing the public sector.

The past three years have accelerated the pace of change in federal technology which has enabled virtual talent and qualified workforce, access and utilization of multiple digital channels, and a revitalization of customer experience across multiple services. In our new world, each of these elements are imperative in order to function in the work environment. Even Clare Martorana, Federal CIO at Office of Management Budget commented that only...

For the private sector, improving customer experience (CX) is a chief way to gain customer trust and increase satisfaction. The same holds true for governments and constituents. Enhancing constituent experiences can help governments gain public confidence – an especially important mandate for agencies overcoming the distrust and wariness that currently plague many resident engagements. Explore research-backed insights on how technology c...

Government entities have long faced challenges when it comes to providing eligible families with the full scope of childcare services available. Using digital service delivery enables governments to serve citizens in near real-time. Governments can promote programs through multiple channels while also speeding up the number of transactions and providing greater access to working parents, who may not be able to visit government offices during t...

Election season can be overwhelming for state and local election offices. Voting leaders are tasked with keeping residents updated, processing requests and responding to the public demand for increased transparency. Experts from King County Elections (KCE) overcame these challenges with an optimized communication plan. By delivering multi-channel alerts, KCE saw a 67% greater cure rate among voters who opted in to receive ballot alerts. Join G...

A recent Mckinsey and Co report cited that “difficulty finding information and clarity of communications are the primary drivers of customer burden." Another report cites that 83% of federal agencies struggle to keep pace with rising citizen service expectations despite making interactions more convenient. Alleviating anxiety with more communications enables a cost-efficient and quite speed of delivery of better experience throughout the...

Digital transformation has been a central premise of government at all levels tackling the job of ending reliance on legacy technology, upgrading systems and expanding services. Until recently, transformation efforts at the federal level focused on “lift-and-shift,” updating their digital systems or processes to make them better or more innovative, but they didn’t have the customer or end user or employee in mind while doing...

Florida recently passed a record-high state budget in excess of $116 billion for the 2023-2024 fiscal year. On September 27 at 9:00 A.M. Pacific, our team will unpack what this means for selling tech in the state and how you can get your slice of the (very large) pie. A few notable facts from the budget include: $15.3 billion in total reserve (13.2% of total budget) 70+ emerging tech opportunities $26.8 billion for K-12 education $3.7 billion...