Innovation | Carahsoft

Report: Best of What's New in Government Customer Experience

Learn how your agency or municipality can adapt to this new environment, including taking advantage of COVID relief funds, modernizing IT infrastructure and expanding broadband.

Expert Edition: DevSecOps

Learn just how far agencies have come and where they still need to go to take fully advantage of DevSecOps to drive modern capabilities to their customers. Featuring insights from DevSecOps leaders at CloudBees, NowSecure, Anchore, Atlassian, and Sonatype.

Guide: Normalizing Innovation Lessons from State and Local Leaders on the Ground

This guide, created by Carahsoft and GovLoop, explores if and how the transformational changes we all saw and experienced across state and local governments will drive a lasting culture shift. Featuring insights from leaders at Colorado Digital Service, Civilla, Louisville Metro Government, GSA, and Carahsoft's technology experts.

Report: Building a Data-Driven Government with AI

Advances in artificial intelligence are crucial to helping agencies make decisions quickly and innovate in response to new challenges.

Interview: Agencies Must Lean on Technology to Improve Employee Connections, Collaborations

Kevin Brooks, Principal Digital Strategist for DoD and US Intelligence Community at ServiceNow, explores how agencies need to recognize the need to do more to care and support their employees.

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Success Story: How the Census Bureau Built Trust Through Customer Experience

2020 was the first time in history the U.S. Census included an option to respond online. Wanting to find ways to encourage engagement, the U.S. Census Bureau created a public-facing map of responses by neighborhood powered by Tableau.

Empathy Is Key to Exceptional Experience

Contact centers have rapidly modernized the constituent experience in response to the pandemic. Christina Angel, senior solution consultant for U.S. public sector at Genesys, discusses self-service, AI, and other trends and strategies to deliver empathetic service experiences with technology.
- Customer Experience, Genesys

From Call Center to ‘Experience’ Center

In this Q&A, Nathan Hamrick, principal solution consultant for public sector at Genesys, discusses ways that organizations can use artificial intelligence and intelligent automation to deliver a modern experience.
- Artificial Intelligence, Genesys

Modernizing Contact Centers to Enable Remote Work

The pandemic forced government contact centers to modify how they provide services. Ivory Dugar, senior solutions consultant at Genesys, answers the equipment and workforce optimization questions that are top-of-mind for agencies that extend operations to remote agents.
- Mobility & Telework, Genesys

Call Center Modernization – Raising the Bar on Customer Service

Chad Cole, Director of Solution Consulting for North American Public Sector at Genesys, says modernization can improve the contact center experience for callers and the agents who serve them.
- IT Modernization, Genesys

Adapting CX on the Fly with AI and Cloud

David York, Senior VP of US Public Sector for Genesys, details how AI and cloud technologies give agencies the resources they need to provide superior CX, even in a crisis.
- Customer Experience, Genesys

Customer Experience Must Be More Than a Mission Enabler

Dave York, Senior Vice President of U.S. Public Sector for Genesys, explains how agencies can improve their delivery of services to citizens by taking an omni-channel approach to digital modernization.
- Customer Experience, Genesys

AI, Intelligent Automation Gives Agencies New Capabilities to Improve Citizen Services

Dave York, the Senior Vice President of U.S. Public Sector for Genesys, describes how agencies can use RPA, AI and intelligent automation to continue and accelerate their digital transformations and improve citizen services.
- Artificial Intelligence, Genesys