This article argues that the private sector has set a high bar for what defines a positive, digital service interaction; and as a result, governments must adapt. The author addresses how and why resident expectations are ...

This article was written in response to the White House's 2021 executive order on transforming federal customer experience and service delivery to rebuild trust in government. It posits that customer-centered digital ...

In designing digital products for constituents (such as websites and mobile apps), government agencies are urged to consider implementing plain language to increase accessibility and improve the overall user experience.