Building a better citizen experience with contact center modernization strategies
How agencies are prioritizing constituent engagement with customer experience (CX) strategies that aim to modernize the communication channels.
GSA leads rise in automation projects governmentwide
The Federal RPA Community of Practice is behind much of the increase, despite RPA being but one type of automation.
Federal agencies look to user-first tech in pandemic response
A new report from the Partnership for Public Service and Microsoft offers lessons learned from how federal and state governments used technology in their pandemic responses.
Government CIO on agility and innovation during COVID-19
Ervan Rodgers shares how collaboration between agencies and the vendor community is improving citizen services and reducing operational costs.
Agencies push to a new normal with the power of artificial intelligence
The pandemic could have brought agencies to their knees with citizen requests, but IT leaders are leaning into AI and ML tools to support the mission.
AI and ML help government safety nets scale during pandemic
How the Illinois Department of Unemployment overcame overwhelming information requests quickly with intelligent agents.