Citizen Engagement Content

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,…

Learn More

Financial well-being has declined across the board, with more households struggling to pay bills and fewer able to handle income interruptions. A striking 42% of households could cover expenses for…

Learn More

This white paper emphasizes the concept of ‘additionality,’ ensuring each project contributes to measurable and sustainable climate action. It discusses various critical elements, including barrier analysis, stakeholder engagement, documentation and…

Learn More

Between 2019 and 2023, changes to the U.S. social safety net—especially during the COVID-19 pandemic—had a notable impact on reducing poverty for women, particularly in single-mother households. Expanded refundable tax…

Learn More

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…

Learn More

Digital-first service delivery is quickly becoming the cornerstone of government efficiency. By promoting self-service options, leveraging AI-driven communication strategies, and replacing legacy systems with lightweight cloud tools, agencies can reduce…

Learn More

Government agencies are reimagining public service by unlocking insights hidden in unstructured data—from contact center calls to social media interactions. With AI-powered text analytics and omnichannel feedback, agencies can better…

Learn More

Navigating First Amendment activities on campuses requires thoughtful preparation and communication. By understanding the campus ecosystem and defining clear policies, institutions can support peaceful protests while safeguarding safety. Proactive measures,…

Learn More

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…

Learn More

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…

Learn More

Secure communication is essential in modern digital customer service, and Zoom Contact Center has built its platform with that principle in mind. From encrypted calls and chats to granular access…

Learn More

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…

Learn More

The Rapid Cycle Evaluation Report explores the early impact of the Community Choice Demonstration, a HUD initiative designed to help families with Housing Choice Vouchers  access neighborhoods with better opportunities.…

Learn More

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…

Learn More

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…

Learn More