Redefining Service Delivery to Citizens

Interactive [10 Minutes]

Improving customer service is a priority for many government agencies, and for good reason. When agencies provide exceptional service, constituents are more likely to find information they need, access valuable … View Course

The Human-Centered Approach

Create a Human-Centered Government - Interactive [1 hour]

In order to implement human-centered design in your agency, you’re going to need a toolbox of methods, techniques, and resources, as well as a process to guide you through using … View Course

HCD In Action: NYC School Choice Program

The Story of a Real World HCD Project - Interactive [30 minutes]

Human-Centered Design is making an impact throughout government at all levels: federal, state and local. As you get started using HCD at your agency, you’ll likely need some insider tips … View Course

Protected: 3 Steps to Modernizing the Government Contact Center

Meet Citizen Expectations Through New Channels - Interactive [10 minutes]

There is no excerpt because this is a protected post.

Customer Service Playbook for Government

Your Winning Game Plan - Video [30 minutes]

We’ve all heard the case studies about organizations that get customer service right. While the stories are helpful, what you really need is a game plan – a “playbook” – … View Course

Government Data Influencers in Action

Seizing the Open Data Opportunity - Interactive [1 hour]

If you’re a civil servant tasked with opening data in your agency or department, this course is for you!  In particular, if your role is connected to opening government data or … View Course

Plain Language

Tips for Improving Your Content - Video [45 minutes]

Government gobbledygook! That’s what most citizens say when they see government policies and legislation. Speaking of legislation, the Plain Language Act actually mandates that government agencies write more clearly.  So … View Course

Civic Hackers in Action

Seizing the Open Data Opportunity - Interactive [1 hour]

Open data fuels innovation, improves transparency and enables better decision-making in government. No matter what your level of experience with open data, these 15 lessons and interactive exercises will help … View Course