customer experience
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.
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.
Maryland gets nonprofit support to implement new work requirements
Code for America and other civic tech nonprofits are helping Maryland tackle tech, customer experience and workplace efficiency challenges to comply with new federal Medicaid rules.
New guide aims to help build digital service teams
Digital service teams are valuable to state and local government service delivery, but launching one is not always straightforward, one expert says. A new guide looks to assist officials in their efforts to create them.
Report: How state and local governments can build digital service teams for success
A recent report from the Beeck Center looks to help government leaders build digital service teams that have a lasting impact on online government experiences.
Public-facing AI tools could yield more efficiency gains for states, report says
States should not underestimate the time and cost savings that external artificial intelligence-based tools can generate for government agencies, one expert said.
A bill would explore making NH a ‘technology first’ state on disability. Here’s what that means.
The technology-first framework is designed to address a nationwide shortage of professional disability caregivers, commonly known as direct support professionals.
Report: How governments can balance fraud prevention with benefit accessibility
Research suggests that some Americans can accept some level of benefit fraud to ensure more eligible recipients have access to the assistance they need.
States continue to explore solutions to federal rule changes for public benefit programs
States must consider new data sources and approaches to ensuring their benefit systems are on track to comply with impending changes to the Medicaid and SNAP program, one expert says.
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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New Jersey uses AI as a tool to boost resident and staff experiences
A new report from the state highlights how AI is helping the state improve service delivery for residents for critical resources like food assistance and unemployment insurance.
Colorado town strives to become an ‘agentic smart city’
Vail has implemented a smart city platform that municipal leaders hope will improve government operations and boost customer experience.
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Direct File won’t happen in 2026, IRS tells states
The free service that allowed taxpayers to file online directly with the IRS was used by hundreds of thousands of taxpayers in 2024 and 2025, who gave it high marks — although tax prep companies and Republicans have sought its end.
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.
Boston invests in curb management tech to improve resident satisfaction
A new digital payment infrastructure for curb management is helping the city better meet residents’ needs.
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.
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.
