How to Create Secure, Seamless Citizen Services

Many government agencies use identity and access management (IAM) solutions to manage which employees can access which IT resources and services. It has become a staple of government cybersecurity. Now, … View Course

How Application Performance Management Enhances End User Experience

Federal agencies are moving toward a digital transformation to meet mandates addressed in the President’s Management Agenda. As part of that initiative, modernization changes are already underway to improve the … View Course

How the 21st Century IDEA Will Transform Government

Federal agencies have been measuring customer satisfaction since at least 1993, but benchmarking governmentwide results has not been possible because each agency uses its own approach. There are, however, pockets … View Course

3 Steps to Modernizing the Government Contact Center

In today’s environment, most government agencies’ contact centers don’t have the modern tools necessary to meet citizen demands. They are often working with technology and processes that are outdated, hinder … View Course

Redefining Service Delivery to Citizens

Improving customer service is a priority for many government agencies, and for good reason. When agencies provide exceptional service, constituents are more likely to find information they need, access valuable … View Course

Civic Hackers in Action

Open data fuels innovation, improves transparency and enables better decision-making in government. No matter what your level of experience with open data, these 15 lessons and interactive exercises will help … View Course

Plain Language

Government gobbledygook! That’s what most citizens say when they see government policies and legislation. Speaking of legislation, the Plain Language Act actually mandates that government agencies write more clearly.  So … View Course

Customer Service Playbook for Government

We’ve all heard the case studies about organizations that get customer service right. While the stories are helpful, what you really need is a game plan – a “playbook” – … View Course

HCD In Action: NYC School Choice Program

Human-Centered Design is making an impact throughout government at all levels: federal, state and local. As you get started using HCD at your agency, you’ll likely need some insider tips … View Course

The Human-Centered Approach

In order to implement human-centered design in your agency, you’re going to need a toolbox of methods, techniques, and resources, as well as a process to guide you through using … View Course