Learn
Upskill
Connect
Attend
Solve
Join Become a member

Insights

Access quality content from global government thought leaders

Reset



Digital Services and Customer Experience

How to Improve Child Support Enforcement Programs with Limited Funding

This detailed infographic illustrates how the ability to directly and quickly communicate with clients is imperative and explains how a centralized customer communications management platform can enable Child Support Enforcement to increase their performance with limited finances.
How to Improve Child Support Enforcement Programs with Limited Funding
United States 29 Jan 2021
Industry Trends
Public
Save Public Sector Network Author avatar
Digital Services and Customer Experience

ebook: Child Support Enforcement Systems: How to Improve Program Performance

Child Support Enforcement (CSE) programs can reduce operational costs while increasing responsiveness and improving services by restructuring communications with their constituents. A modern Customer Communication Management (CCM) platform provides multiple delivery methods and allows you…
ebook: Child Support Enforcement Systems: How to Improve Program Performance
United States 29 Jan 2021
Whitepapers & Reports
Public
Save Neboneid Hamoo Author avatar
Digital Services and Customer Experience

Effective Communications to Constituents Relying on Social Safety Net Programs

As the need for social services is impacted by Covid-19, the need to send special notices is increasing exponentially. Notices about Medicaid renewals, SNAP Interim reports, approval notifications, requests for information, etc. has increased to include special notices about emergency SNAP, allotment changes, interview process changes, and more. This can be very confusing to constituents and will likely generate an increase in phone calls. Quadient Inspire allows agencies to communicate with constituents in the way that is easiest for them. With dynamically created custom notices that are delivered across multiple communication channels (SMS, email and others), agencies can increase reach …
Effective Communications to Constituents Relying on Social Safety Net Programs
United States 29 Jan 2021
Whitepapers & Reports
Public
Save Public Sector Network Author avatar
Digital Services and Customer Experience

Rethinking Communications: How to Deliver Safety Net Services in the Age of Disruption

Now more than ever, state and local agencies that provide unemployment benefits, health and human services and other social safety net programs are under pressure to modernize communications and the constituent experience. Their clients have urgent needs, yet legacy systems and other challenges jeopardize quick, efficient and compliant delivery of services.
Rethinking Communications: How to Deliver Safety Net Services in the Age of Disruption
United States 29 Jan 2021
Whitepapers & Reports
Public
Save Neboneid Hamoo Author avatar
Digital Services and Customer Experience

Pivot-al Learnings: PSN's transition to virtual events

Last spring, we at Public Sector Network took all of our programming online, beginning with our Digital Inclusion event. ( It’s hard to believe that our second edition is next week! ) We have been learning and growing ever since then! Here are a few takea…
Pivot-al Learnings: PSN's transition to virtual events
Canada 28 Jan 2021
Industry Trends
Public
Save Rosie Fea Author avatar
Digital Services and Customer Experience

A Citizen-Led Digital Government Transformation

Customer centricity becomes more paramount in uncertain times, and the ability for the Public Sector to adapt and respond quickly to society’s changing needs is crucial in moments of disruption, as habits and behaviours irreversibly change and public trust is undoubtedly shaken. This is necessitating a new kind of governmental reform; to reshape services by redesigning, and reorganising how departments cater to the increasingly digitally driven – and now at times physically isolated – citizen. The focus needs to be on fostering a deeper understanding of public needs, combined with the transforming of service experience for citizens through embracing technological …
A Citizen-Led Digital Government Transformation
New Zealand 12 Jan 2021
Whitepapers & Reports
Public
Save Rosie Fea Author avatar
Digital Services and Customer Experience

Digital Identity

Ensuring that citizens can log on to services online and that their identities are protected and secure, is one of the main priorities of the government. This paper presents the perspectives of three digital experts from three different jurisdictions and follows their journeys towards successful digital identity engagement, including the challenges they faced along the way. Keeping citizens and their identities safe is a key task of government, and these examples provide lessons for how that can be achieved.
Digital Identity
Australia 8 Jan 2021
Whitepapers & Reports
Public
Save Public Sector Network Author avatar
Digital Services and Customer Experience

Customer Centric Contact Centres

Contact centres are staffed by people and are designed to answer the queries of people calling them. It is important that the people who run them consistently remember that people – both staff and customers – need to be at the centre of the operation. Public sector contact centres have changed and improved over the years, but recent catalysts like an examination of outdated measures, the pandemic and other crises have exacerbated the need for change, and thus contact centres have begun to innovate, change and improve. This paper incorporates three examples from different jurisdictions and follows their journeys as …
Customer Centric Contact Centres
Australia 22 Oct 2020
Whitepapers & Reports
Public
Save Public Sector Network Author avatar

Recommendations

Public Sector Podcast: A case study in turning a crisis into an opportunity for digital servicing
Case Studies 1 Sep 2024
The State of Information Technology: Colorado Governor’s Office of Information Technology
On Demand 7 Nov 2024
Connecticut’s Digital Journey: Stories from the Public Sector
On Demand 6 Nov 2024
Towards Net Zero: Advancing Sustainability in Canada’s Healthcare Sector
Industry Trends 29 Oct 2024
Case Study: Protecting Research Data in Higher Education
Case Studies 30 Sep 2024