• The Benefits of Treating Employees Like Customers

    By modernizing their HR systems, agencies can hire and retain tech-savvy employees.

    • Customer Experience, Salesforce
  • Investing in a Secure and Modern Platform

    IT modernization demands an optimal blend of security, infrastructure and continuous innovation.

    • Customer Experience, Salesforce
  • How Government Agencies Can Take on Sustainability

    Innovative efforts to address climate change can be easily incorporated into modernization initiatives.

    • Customer Experience, Salesforce
  • Responding Quickly to a Public Health Emergency

    Salesforce's Courtney Hawkins discusses the need for speed in providing government services.

    • Customer Experience, Salesforce
  • A Conversation with Kori Ann Edwards

    A Conversation with Kori Ann Edwards, Managing Director of Operations, Utah Governor’s Office of Economic Opportunity.

    • Customer Experience, Salesforce
  • Executive Viewpoint: A conversation with Margarita Devlin

    Q&A with Margarita Devlin, Deputy Assistant Secretary for Operations and Management Veterans' Employment and Training Service at the Labor Department.

    • Customer Experience, Salesforce
  • Turning Vision into Reality: How Agencies Can Forever Improve

    The purpose of this guide is not to help organizations prepare for the next disaster. The purpose is to go beyond that — to explore how agencies can take a broader, more overarching and continuous approach to self-improvement.

    • IT Modernization, All
  • 2021 FCW Compendium

    To aid with 2022 planning, Carahsoft has compiled all 7 of its 2021 Innovation in Government reports from FCW into one comprehensive compendium. Learn the latest developments across multiple technology verticals, including AI, Cybersecurity, CX and Multi-Cloud.

    • All, All
  • Don't Let Complexity Trip Up the Customer Experience

    An interview with Kale Fluharty, Director of Federal at Liferay, and Frank Lacson, Human Centered Design Lead at Imagine Believe Research (IBR).

    • Customer Experience, Liferay
  • Why Agencies Need to Put People at the Center of Their IT, Process Transformations

    Stephen Ellis, Government Solutions Lead at Zoom, explores how the change agencies have experienced over the last two years hasn’t just been extraordinary in many ways, but forced them to rethink every part of their mission delivery.

    • Customer Experience, Zoom
  • The Best of What’s New in Government Customer Experience

    Experience is everything as governments transform service delivery.

    • Customer Experience, All
  • What Experience Means Now

    Governments confront intertwined issues of access, usability and equity.

    • Customer Experience, All
  • 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
  • Digital Workflows That Empower Constituents

    The pandemic redefined public-facing services, creating an urgent need for better digital experiences. Tom Yeatts, global head of state, local and regional government solutions at ServiceNow, and Chris Dilley, CTO/chief architect of state and local government and higher education at ServiceNow, discuss how a unified service management platform helps organizations meet these new demands.

    • Customer Experience, ServiceNow
  • Modernizing Document Workflows to Improve Service and Equity

    Electronic document signing is one discrete task in a chain of events that occur within a modern contract life cycle. Michael (MJ) Jackson, vice president and global head of industries for DocuSign, discusses how modernization improves user experience for residents and creates efficiencies and other tangible returns for government agencies.

    • Customer Experience, DocuSign