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Government Experience

Stories about enhancing residents’ experience interacting with state and local agencies using technology. Includes coverage of other digital government efforts with public-facing components.

At the same time, however, government practitioners must not lose site of the high bar and rigor required to achieve true use of human-centric design. Simply saying a product was created using the practice won’t cut it.
New CIO Jason Snyder wants to build the state’s municipal outreach efforts, formalize data privacy policies and give residents a single ID experience when accessing government services.
Many government agencies have been slow to invest in experience the way the private sector has — but modern technology, including artificial intelligence, is opening up new avenues to reduce friction.
Traditionally, residents have seen government as slow-moving and hard to interact with, but that may be changing. While there’s more work to do, public-sector services are noticeably improving.
To celebrate the 20th anniversary of New York City’s 311 service launch, the city released a State of NYC311 report detailing important statistics as well as some of the most outrageous requests received.
Utah's Chief Innovation Officer Rich Saunders discusses the keys to success the state has found for improving customers' digital government experience, as well as what innovations are coming in this space.
The previous iteration of the Metro Flex on-demand service in King County, Wash., was a mix of three different pilot projects. It has since been reimagined as an easy-to-use transportation alternative for the Seattle metro area.
In our look at upgrades to legacy systems in state government, no matter where agencies are on the journey, customer experience is playing a big role in the way new platforms are designed.
A recent study found that formality in government communications increases engagement, but does this idea contradict the best practice of using plain language to make government more accessible?
The state will now offer constituents a digital tool to help people who are blind or have low vision navigate physical government locations and digital services in an effort to improve accessibility.