Customer Experience
Centralization is an emerging digital identity trend for states, leaders say
While an enterprise approach to digital identity is gaining traction across the U.S., some experts also tout a hybrid or phased model.
Tech ‘isn’t the hard part’ in digital experience, local leaders say
Instead, speakers on a recent webinar explained that resident communication and ensuring a good feedback loop with elected officials are crucial when modernizing services.
State efforts to fill the ‘void’ left by the federal Direct File are underway
Nearly a year after the free, government-backed tax filing service from the IRS ended, states are trying to replicate it or find other ways to make tax filing easier for residents.
We need to change the way we talk about digital accessibility
COMMENTARY | Accessibility should be more than about whether systems meet standards. It should also focus on whether those systems are also usable.
How better forms could help New Jersey improve maternal health care
The New Jersey Innovation Authority has prioritized making online registration forms for doula practitioners easier to navigate and ultimately connect with expecting patients.
Disability advocates sue over website accessibility delays
The National Federation of the Blind sued the Departments of Justice and Health and Human Services after a rule requiring government websites to be accessible was delayed for a year.
New Jersey county modernizes ‘broken’ benefits process
Union County is moving towards a common application and using technology to help it reduce a customer service backlog and take the pressure off staff.
New Jersey’s innovation office first to be enshrined in state law
In his final weeks in office, Gov. Phil Murphy codified the state’s digital delivery team, which is now known as the New Jersey Innovation Authority.
What people really want from digital government services
COMMENTARY | Interactions with government happen at crucial moments in people’s lives, but can be dogged by confusing processes. Research shows they want simplicity.
A ‘digital front door’ helps New Mexico boost customer experience and staff productivity
The state’s Health Care Authority is looking to enhance its public assistance service delivery by streamlining residents’ access to program applications and call centers.
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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.
