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Citizen Experience Content
Elevating Government CX to Meet the Needs of...
The U.S. government has recently introduced a set of initiatives aimed at improving the customer experience (CX) of its online public services. However, engineering teams intent on making government sites…
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Improving the Taxpayer Experience
Improving the taxpayer experience means more than faster calls—it’s about anticipating needs, reducing frustration, and building trust. With tools like AI-powered journey orchestration, the IRS can streamline interactions, predict taxpayer…
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How to Responsibly and Effectively Use Artificial...
The overarching goal of improving citizen experience is a shift to seeing citizens as customers and implementing private sector-type practices in responding to requests and needs. While there may not…
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HISP Deep Dive: Elevating Federal Digital Services
Federal agencies are transforming the way they deliver services, striving to make interactions seamless and secure for the public. Initiatives like USA.gov’s enhancements ensure citizens can easily access trusted information,…
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From Services to Experiences: The Next Generation...
Government agencies are rethinking public service delivery by shifting from reactive support to personalized, proactive engagement. This transformation is driven by technologies like agentic AI, unified resident profiles, and mobile-first…
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ServiceNow and Genesys: A Unified Experience for...
When contact center agents switch between disconnected systems, it costs time, accuracy, and customer trust. The Unified Experience from Genesys and ServiceNow brings all interactions and tasks into one AI-powered…
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Privacy Impact Assessment for the Enterprise...
To better serve the public, USCIS is rolling out the Enterprise Contact eXperience system—a modern, cloud-based solution replacing its legacy call center. This platform handles over 15 million calls a…
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Birth Cohort Geographic Mobility in the United...
This U.S. Census Bureau report explores how Americans’ geographic mobility has changed across generations from 2005 to 2023. Millennials showed the highest mobility rates for most of the period, particularly…
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America’s Digital Splash
The Government Publishing Office’s GovInfo platform continues to experience double-digit year-over-year growth in both content uploaded and retrieved. From its beginnings with only a few publications online, GovInfo now hosts…
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Foster Youth to Independence Initiative:...
The Foster Youth to Independence (FYI) Initiative, launched in 2019, provides crucial Housing Choice Voucher (HCV) assistance to young people with a history in foster care who are currently homeless…
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