Citizen Engagement Content

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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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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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…

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

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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…

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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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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…

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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…

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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,…

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The Selective Service System (SSS), an independent federal agency with over 100 years of public service, plays a crucial role in ensuring America’s readiness for a fair and equitable military…

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Terrorism is a global concern and, while each country has taken a different approach to terrorism prevention, there are common themes in the types of domestic programs being funded and…

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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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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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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…

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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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