Customer Service Tech

How One City Improved Citizen Experiences and Cybersecurity in One Effort

COMMENTARY | Washington, D.C.’s Department of Consumer and Regulatory Affairs successfully adopted a single sign-on technology by following these steps.

What the Rise of Virtual Meetings has Taught Us About Civic Participation

COMMENTARY | The increased occurrence of virtual community meetings demonstrates how technology can be used to boost citizen engagement, transparency and trust.

How to Reinvent the Citizen Experience: Turn Covid-19 Quick Fixes into Real Change

COMMENTARY | Innovative service changes made during the pandemic should become permanent as they can help improve citizens’ experience with state and local governments.

Poll Finds Distrust in Covid Information From State Leaders

It also suggests few people rely on state and local government websites as primary sources of information about the pandemic.

Survey: Residents Prefer Multiple Ways to Access Local Government Services

But the specific type of access that residents prefer—in-person visits, phone calls, or digital—depends on where they live and how old they are.

A City’s 48-Hour Push to Maintain 311 Service With At-Home Staff

The Buffalo, New York program highlights how the coronavirus has forced many state and local governments to quickly adopt new technology. Some officials see lasting value in the changes.

How One City Went Virtual In 30 Days

The southern California city of El Cajon moved to paperless permitting in just under a month, a project that had originally been expected to take a year.

President Trump Signs Law to Curb Unwanted Robocalls

The law supports several federal agencies in more aggressively combating the annoying, automatic calls.

Use of Artificial Intelligence Poised to Grow in State Government, Survey Finds

Experimentation is key to the Utah chief information officer’s expanded use of artificial intelligence.

To Combat Potholes, Cities Turn to Technology

Apps allow residents to tell city agencies about potholes, while officials deploy new analytical tools to keep track of trends and try to predict where craters could appear.

How One Mayor Started Treating His Citizens More Like Customers

“We forget it’s the person whose trash we’re picking up who is the one who puts us in office,” says Provo, Utah, Mayor John Curtis.

Is Good Government Beyond the Reach of Small Government?

The pressure is on and the implications for local governments that fall behind in the shift to a digital society are immense.

A Municipal Innovation Priority: People Want Information And ‘They Want It Now’

Rosetta Carrington Lue, Philadelphia’s chief customer experience strategy, innovation and technology officer, discusses principles of the customer service experience.