How to Create Secure, Seamless Citizen Services
Meet the Demand With Cloud-Based CIAM
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
Invest in End-User Experience - Interactive [10 minutes]
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
Improve Customer Experience in Your Agency - Interactive [10 minutes]
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
Meet Citizen Expectations Through New Channels - Interactive [10 minutes]
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 They are often working with technology and processes that are outdated, hinder … View Course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
Interactive [10 Minutes]
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
The Human-Centered Approach
Create a Human-Centered Government - Interactive [1 hour]
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
HCD In Action: NYC School Choice Program
The Story of a Real World HCD Project - Interactive [30 minutes]
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
Customer Service Playbook for Government
Your Winning Game Plan - Video [30 minutes]
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
Government Data Influencers in Action
Seizing the Open Data Opportunity - Interactive [1 hour]
If you’re a civil servant tasked with opening data in your agency or department, this course is for you! In particular, if your role is connected to opening government data or … View Course
Plain Language
Tips for Improving Your Content - Video [45 minutes]
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