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How to Ensure Adoption of Digital Government Services State and local governments have made significant progress in digital transformation, but more focus is needed on a critical and often overlooked element: how to get residents to use a digital solution once it is implemented. Experts say maximizing adoption of digital services is a multi-step journey…

Helping Residents Make the Shift to Digital Government Modern digital government solutions elevate the resident experience, but simply implementing technology — no matter how elegant — won’t yield the meaningful channel shift most agencies hope to see. Resident adoption of digital government tools doesn’t happen just by introducing shiny new technology. Agencies will have to…

Building Equity, Accessibility, and Sustainability into Digital Government Service Delivery Digital modernisation can revolutionise resident – government interactions, putting a multitude of services at residents’ fingertips. But building a basic digital interface and payments page leaves many residents behind and falls short of what is required for government agencies to achieve the trust, engagement, and…

Digitizing City Services for Today’s Resident Expectations With consumers now accustomed to doing everything with just a few clicks, government agencies are setting ambitious goals to improve the resident experience online. It’s good for resident trust and satisfaction, and it’s good for agency efficiency. But what should agency leaders prioritize as they shift to digital…

Scoop News Group Interview: Reducing CX Friction at Public Sector Agencies Government leaders are shifting their approach to digital transformation to evaluate the complete experience from the end-user perspective. In this interview, Jim Weaver and Katie Beth DeSchepper share their expertise on critical technology trends and best practices for implementing digital engagement solutions at the…

Changing Public Services to Deliver Great Customer Experience Across government, the importance of excellent customer experience could not be more apparent – and expectations are growing. Constituents’ primary digital interactions with state and local governments come in public service requests, payments, permits, and applications – and all are ripe for modernization and transformation. So how…