Cgov Community of Practice

10/11/2018

Insight on tapping your greatest resource!

Most breakthroughs result from inquisitive workers, not an innovation office staffed by specialized “innovators.”

10/08/2018

We welcome back CXpert Stephanie Thum sharing new federal guidance on CX and open nominations for this year's 18th annual GCSE Awards in the October issue of Cgov eNews inboxing tomorrow. Subscriptions are free to government email addresses, just message us!

09/21/2018

Our 2018 Government Customer Service Excellence Awards were presented by DGI President Mike Smoyer at DGI's 18th Annual Government Customer Experience Conference. Congrats to all and thanks to Mike!

09/04/2018

Pick somebody up today. 🙌

08/30/2018

Our new book is just out from Amazon!

Today the customer experience paradigm is receiving massive attention as the new panacea for public sector service delivery. But like all other service models born in the private sector it will require the right supporting culture to be fully successful. In this book we fully define and describe ...

08/30/2018

"Trust but verify" when contracting.

Maricopa County Recorder Adrian Fontes said county election staff needed to be quickly trained and deployed to open polling sites that had been neglected by contracted technicians.

08/30/2018

First, they don't have to start from scratch.

08/29/2018

Colleen Hiam, Director shares practices used by SBA's Disaster Assistance Customer Service Center to master their massive workload following last year's hurricanes. Their creativity and responsiveness won them our 2018 Overall Excellence Award, just presented in Washington. We'll also announce the release of Cgov's new book, "Customer Experience Culture in Government." And much more! It's all in the September issue of Cgov eNews inboxing on the 11th. To subscribe, just message us!

08/11/2018

We are proud to feature retired federal PR expert Len Sipes as our Featured Guest in the August issue of Cgov eNews inboxing on Tuesday morning. He shares an inspiring call to action on "taking back your image" which addresses the heart of true customer experience. You'll also learn more about our new book from Cgov coming out VERY soon. Subscribe for free if you have a government email address of any type by just messaging us!

06/10/2018

Kelly Ohaver shares the story of how their improved customer feedback process earned the City of Centennial, Colorado our award this year for technical excellence. You'll also hear about a new book on the way out from Cgov soon. And much more in the June issue of Cgov eNews inboxing on Tuesday. Subscriptions are free to government -- just message us!

05/25/2018

Large demographic shifts are reshaping America. See how your community compares with others in the country.

05/06/2018

At the same time, the contours of connectivity are shifting: One-in-five Americans (20%) are now ‘smartphone only’ internet users at home.