Your Customer Experience (CX) Questions Answered

What is customer experience, and why should public sector teams care about it? That’s the question we aimed to answer in a session last week with Tim Hudak, Public Affairs Specialist at the U.S. Department of Veterans Affairs, and Bonnye Hart, GovDelivery’s Manager of Digital Engagement Services on meeting the needs of modern citizen customers. Over 200 public sector… Read more »


Meet the Modern Citizen

We live in a self-service world. Citizens today expect information and services from government at a speed and efficiency that mirrors their experiences in the private sector. Couple that with the fact that the average attention span is only 8 seconds and there’s a real challenge for government to capture the attention of their audience,… Read more »



Is Twitter the Right Channel for Responding to Customer Service Questions in the U.K.?

While social media has the potential to be a great add-on tool for customer service (communicating with the public through Twitter opens up possibilities for immediate interactions) most U.K. organisations are not using Twitter for direct stakeholder interactions. In fact, even though the majority of U.K. organisations have a Twitter account, only about a third… Read more »


Extending a Customer Service-Oriented Government

As consumers, we expect smooth and simple experiences from online retailers. In many cases, the same expectations occur in government. Federal and local governments have an opportunity to meet and exceed these expectations by using digital communications technology to its fullest potential. The Presidential memorandum, “Digital Government: Building a 21st Century Platform to Better Serve… Read more »


Tips for Reconnecting and Rebuilding After the Shutdown

Like you, we’re breathing a giant sigh of relief that the federal government shutdown has ended and that hundreds of  government employees are finally able to go back to work. But as much as you may want to jump back into the projects you were working on, it’s hard to ignore that the public’s confidence… Read more »


Measuring mission impact: one size does not fit all

The “One Size Fits All” method might work for Little League t-shirts, but when it comes to government communications, “One Size Fits All” is a real strikeout. It seems like a no-brainer to say that every organization should determine its own unique set of communications goals, delivery, and metrics, right? Surprisingly, however, this is one… Read more »


Tips for empowering customer service employees

Customer service is a core function of government, yet 60 percent of government executives describe citizens’ attitudes toward government as “frustrated,” according to a recent Government Business Council survey. One way to improve the reputation of your organization is to empower frontline employees so they can provide better customer service. Excellent customer service is a… Read more »


Washington State Residents Now Get Real-Time Traffic Alerts

By Richard Fong, Technology Project Manager Moderate impact. Low impact. Collision. Cleared. If you travel on highways anywhere, wouldn’t it be nice to have these types of messages delivered to your email or phone so you could anticipate a change in your route and save time? With some cool technology, the Washington State Department of… Read more »


Beyond Email Lists: Transforming Email Subscriptions

Almost as soon as email was created, people started creating email lists so they could reach others with related interests. Email list software like LISTSERV became a vital way for communities of people to interact with each other. In 2013, email is still incredibly valuable as a communication channel, playing an important role in government… Read more »