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A National Digital Strategy for Transforming Government
This article suggests that a national strategy for digital transformation is necessary, and that a focus on customer experience is necessary for its foundation. The author provides five key components that a national ...
The State of Customer Experience
This e-book is part of an ongoing series of consumer and business research related to customer experience (CX). First conducted in 2017, this research and corresponding reports compares trends over time to understand how ...
Modernizing Public Benefits Delivery: How Innovation Can Deliver Results for Eligible Households and Taxpayers
Today's benefits programs play a crucial role in assisting millions of people, but to enhance their effectiveness, it is essential to modernize and innovate the delivery of these benefits. The pandemic has forced government ...
No Wrong Door: A Holistic Approach to Human Services
No Wrong Door is a people-centered solution for human services that provides a universal gateway to community and government programs. The concept is simple: People should be able to complete a single application to determine ...