Customer Experience
Government leaders embrace ‘any door’ service approach
Speakers at Route Fifty’s recent Innovation Spotlight said the public sector should learn to be more human focused in how it delivers services, an effort that shows long-term value for money.
Baltimore is innovating its permitting system to revitalize housing
The city recently launched a service that automatically issues a permit for certain construction projects to help expedite the housing development process and reduce staff workloads.
Report: Better customer experience can smooth states’ rollout of new federal benefit requirements
A new report indicates that improving customer experience for those interacting with their benefit systems can help alleviate some pressure on states looking to upgrade them ahead of new federal rules.
Human knowledge and feedback are key for building trustworthy digital services, experts say
By building public assistance systems around the human experience, agencies are more likely to save time and resources, experts say.
Accessibility funding inconsistent despite growing importance, report finds
The National Association of State Chief Information Officers’ annual survey found that, while nearly all states are ploughing ahead to comply with a federal accessibility rule, they need more money to help them get there.
How centralized design systems help build trust in digital services
A new resource from the Beeck Center highlights how states can improve online experiences for residents by creating a standard design system for agencies to follow.
Planning for mega-events: How governments can prepare for the World Cup
COMMENTARY | Infrastructure could be overwhelmed next year as millions of visitors descend on the nation’s cities. Preparing now and embracing digital tools can help mitigate the worst scenarios.
Governments are relying more on social media influencers
More are using influencers as trusted community messengers for public information and education campaigns, a trend that started during the pandemic and is not going away.
DC office releases guide for public servants to make digital forms accessible
A research and design team from Washington, D.C., has developed a field guide that officials can leverage to develop and test the accessibility of digital forms.
How one local government is making payments easier for residents
Offering residents a way to submit payments through text or email is one way to boost their accessibility and satisfaction with government services, one official says.
Featured eBooks
How digital literacy can help combat food insecurity
A new study explores how digital literacy support could lead to residents making healthier food purchases online.
3 ways AI kiosks are rewriting the civic engagement playbook
COMMENTARY | From public service to public access, intelligent self-service kiosk are emerging as a way to expand access without adding extra burdens on residents and staff.
Trump signs order calling for improved government design
The new “America by Design” effort includes a recruiting push for relevant talent — though the administration has shed many government designers since Trump took office.
How Maryland is approaching statewide IT modernization
The state released an IT master plan that aims to innovate how state employees approach emerging technologies and how services are delivered to residents.
Quality digital solutions can build public trust, report finds
Digital services that are transparent and informative can help build residents’ trust in their local governments, a new report from CivicPlus says.
How one state strives to reduce the burden of benefits application for residents
Maryland residents have a new resource to digitally apply for multiple benefits programs, which one official says helps streamline the process and reduces in-person transactions.
The silent crisis in government customer experience: When digital gains don’t reach the people
COMMENTARY | Despite major tech investments, over half of U.S. states saw their customer experience scores fall in 2025.
The key to improving SNAP delivery is data
COMMENTARY | Data sharing can help identify potentially eligible individuals, ease the income verification process and even reduce fraud.
Does anyone answer New York’s unemployment hotline?
One week in June, only a third of the people who called the Labor Department’s unemployment help line reached a real person.
Louisiana becomes third state to pass app store accountability law
It follows Texas and Utah in passing legislation this year to mandate that app stores identify when users are minors and require parental consent before they download apps.
