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The Importance of Creativity in Government and How Creative Software Improves Digital Workflows

Posted on by Gary Reburn

In today’s rapidly changing world, Government agencies are under immense pressure to deliver efficient, transparent and citizen-focused services. They often work with limited budgets and follow strict rules. Although creativity is commonly associated with the Private Sector, it has become increasingly important in the Government space. Creative thinking allows employees to develop better solutions for complex challenges, such as emergency response and policy implementation. Adobe’s creative software plays a valuable role in this shift by helping agencies improve their digital workflows, reduce delays and operate more effectively while meeting high standards for security and compliance.

The Value of Creativity in the Public Sector

Creativity in the Public Sector goes beyond new ideas. It helps agencies address important issues like public health, infrastructure improvements and fair access to services. By encouraging fresh thinking, Government teams can create clearer communications for citizens, present complex data in simple ways and design programs that truly meet community needs. When creativity is supported, agencies tend to achieve better results, build stronger public trust and adapt more easily to change. Without creative approaches, traditional processes can limit progress and make it harder to serve the public effectively.

Enhancing Digital Workflows with Creative Software

One area where creativity makes a real difference is in digital workflows. Many Government operations still depend on manual, paper-based steps that take considerable time and effort. Creative software tools help transform these into faster, more collaborative digital processes. Applications for graphic design, video production, document creation and data visualization enable teams to produce professional materials more efficiently. This includes public awareness campaigns, reports and e-learning training resources. Improved system integration also makes it easier for departments to share information and collaborate effectively.

Bottlenecks remain a common challenge in Government. Excessive paperwork, lengthy approval processes and outdated systems often cause delays, increase costs and reduce productivity. Creative software and automation offer a practical way to address these issues. By simplifying routine tasks, agencies can save significant time and resources. Features such as electronic signatures, document templates and real-time collaboration help speed up processes that could take up to twice as long using traditional methods.

Real-World Success Stories

Several Government agencies have seen clear benefits from creative software. Adobe Creative and Adobe Document Cloud, featuring Adobe Acrobat and Adobe Acrobat Sign, further helps by automating document-related tasks. The City of Denver used Adobe Creative Cloud to strengthen its online services and public outreach campaigns (City of Denver Case Study, n.d.). The Federal Aviation Administration (FAA) integrated these tools to modernize its grants management process. This change reduced paperwork and allowed funding for major infrastructure projects to proceed at a faster pace (FAA Case Study, n.d.). The United States Marine Corps achieved a 38 percent reduction in Adobe eLearning production costs by updating its training workflows with Adobe solutions (USMC Case Study, n.d.). The U.S. Census Bureau also realized substantial savings—between $1.4 billion and $1.9 billion—by digitizing forms and outreach efforts (US Census Bureau Case Study, n.d.). Importantly, Adobe’s tools are designed to meet strict Federal security, accessibility and compliance requirements.

A Step Toward More Effective Government

By embracing creativity through secure and accessible creative software tools, Government agencies can reduce operational bottlenecks and deliver better service to the public, supporting greater efficiency, innovation and accountability.

Check out our on-demand webinar series for more information about how Adobe solutions empower teams to streamline workflows, harness AI-driven tools and elevate creative output.

Sources

“City and County of Denver Case Study.”

“Automating digital documents to improve government efficiency and effectiveness.” May 1, 2024.

“USMC Extends Elite Training to the Digital Classroom.”

Adobe Customer Success Story – “U.S. Census Bureau.” The savings range reflects estimates from Government Accountability Office (GAO) reporting on the 2020 Census digital innovations.

Adobe Customer User Cases.

̽��Ƶ. is The Trusted Government IT Solutions Provider, supporting Public Sector organizations across Federal, State and Local Government agencies and Education and Healthcare markets. As the Master Government Aggregator for our vendor partners, including��Adobe, we deliver solutions for Geospatial, Cybersecurity, MultiCloud, DevSecOps, Artificial Intelligence, Customer Experience and Engagement, Open Source and more. Working with resellers, systems integrators and consultants, our sales and marketing teams provide industry leading IT products, services and training through hundreds of contract vehicles. Explore the��̽��Ƶ Blog��to learn more about the latest trends in Government technology markets and solutions, as well as ̽��Ƶ’s ecosystem of partner thought-leaders.

Top 10��GovExperience��&��CX Events for Government in 2026

Posted on by Tiffany Goddard

As Government agencies increasingly prioritize citizen-centric service delivery, customer experience (CX) has emerged as a critical mission imperative. Modern constituents expect seamless, responsive interactions across all touchpoints, from digital services to contact centers, mirroring their experiences in the Private Sector. ̽��Ƶ., The Trusted Government IT Solutions Provider®, stands at the forefront of this transformation, offering a comprehensive portfolio of industry-leading solutions designed to enhance service delivery, improve citizen engagement and drive operational efficiency across Federal, State and Local agencies. Throughout 2026, a series of premier events will showcase the latest innovations, best practices and strategies that are reshaping how Government serves its communities. Here are the top Government service delivery and CX events Public Sector professionals should attend this year.

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February 5, 2026 | Washington, D.C. | Hybrid Event

The 16th Annual Adobe Government Forum highlights how Federal, State and Local leaders are leveraging artificial intelligence (AI)-native tools and innovative strategies to shape the future of Government services. This year’s forum focuses on delivering faster, smarter and more personalized experiences that accelerate mission impact and reimagine citizen and employee engagement. The program features three tracks aligned with Government priorities: Creativity, turning ideas into impact; Experience, designing connected public services; and Productivity, empowering an AI-ready workforce.

Sessions to look out for:

Going Beyond Bureaucracy – Lessons from the Private Sector to Enhance Government Digital Services

Becoming Accessible by Default and Inclusive by Design

Transforming Communication Strategies with AI

̽��Ƶ is proud to be a Diamond Sponsor and host of the Closing Remarks Reception. We will also be hosting a Partner Networking Reception for our partner ecosystem the evening before, on February 4^th, creating additional opportunities for meaningful connections within the Government community.

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March 17-19, 2026 | Seattle, WA | In-Person Event

Hosted by Qualtrics, this three-day summit is a must-attend event for experience management (XM) leaders across industries. The conference features inspiring keynotes, hands-on Basecamp sessions and real-world case studies demonstrating how organizations, including Public Sector agencies, are transforming customer, employee and citizen experiences. Attendees gain practical strategies, peer-driven insights and authentic connections to tackle today’s most pressing experience challenges while learning how agentic AI and emerging technologies are reshaping experience management across sectors. Session types include Main Stage Vision with company announcements, Basecamp & Deep Dives offering hands-on training and over 250 Breakout Strategy Sessions featuring real-world success stories.

̽��Ƶ is excited to be a Silver Sponsor at X4 2026. We are also proud to host a morning networking breakfast for State, Local and Education attendees, as well as an evening reception open to all Public Sector customers and partners, demonstrating our commitment to fostering collaboration across the Government CX community.

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April 8, 2026 | Reston, VA | In-Person Event

The 2026 Contact Center Summit brings together Government and industry leaders for focused discussions on the evolving role of contact centers in delivering modern, digital-first services.��Presented by��the��American Council for Technology and Industry Advisory Council��(ACT-IAC) and Dorris Consulting International (DCI),��the program explores best practices, emerging technologies��and��innovative strategies shaping the future of Government contact centers. Attendees gain actionable insights on enhancing��CX��through omni-channel engagement, AI��and��data-driven operations while connecting with peers driving transformation across the Public Sector. This event addresses the critical intersection of technology and service delivery in Government contact center operations.��

̽��Ƶ is proud to be the facility sponsor, hosting attendees in partnership with ACT-IAC/DCI at our Conference & Collaboration Center. Together, we help foster an engaging space for Government and industry leaders to exchange ideas, share best��practices��and��showcase��mission-advancing solutions across the Public Sector. Our continued involvement reflects our commitment to empowering agencies with the tools,��expertise��and��partnerships they need to enhance��contact��centers.��

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May 5-7, 2026 | New Orleans, LA | In-Person Event

GSMCON 2026 is a premier gathering for Public Sector professionals focused on elevating digital communication, strategy and constituent engagement. The event offers practical training, expert guidance and real-world examples tailored to today’s fast-changing digital environment. Attendees learn how to navigate platform shifts, compliance challenges and new technologies like AI, returning with actionable strategies that strengthen public trust and improve agency outcomes.

Sessions to look out for:

Keeping Pace with the Speed of AI

Managing Social Media Response Through Crisis and High-Pressure Events

Screen Reader Ready: Level Up Your Content Accessibility

̽��Ƶ is excited to be a Gold Sponsor at GSMCON 2026, the premier social media conference for Government agencies. Visit the ̽��Ƶ exhibit booth to connect with our team and partners, such as Hootsuite, and discover how strategic social media solutions can transform your agency’s constituent engagement.

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June 2, 2026 | Reston, VA | In-Person Event

̽��Ƶ, CX Top Events blog, embedded image, 2026

The GovExperience Summit (formerly the Government Customer Experience & Engagement Summit) showcases how AI, automation and data intelligence are transforming Government service delivery, from citizen engagement to workforce optimization. Sessions are offered in two tracks, Emerging Technology and Change Management, covering key priorities for Federal, defense and State and Local agencies. This event provides a comprehensive forum for exploring the intersection of emerging technologies and human-centered design in Public Sector service delivery, enabling attendees to develop strategies that balance innovation with accessibility.

̽��Ƶ, in partnership with GovExec, is proud to host our 16th annual summit, bringing together Government and industry experts to discuss the future of Public Sector CX and service delivery and to share strategies for driving innovation and impact. This long-standing partnership demonstrates ̽��Ƶ’s sustained leadership in advancing the Government CX mission and service delivery.

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June 10-11, 2026 | Washington, D.C. | In-Person Event

Government Service Delivery (formerly GovernmentDX) is a leading conference that brings together senior Government leaders and technology innovators from the U.S. and around the world to drive tech-powered innovation and advance public service delivery. The event highlights the role of AI, data and cutting-edge technology in creating seamless, secure and citizen-centric experiences. Attendees participate in invite-only roundtables with global leaders to address shared challenges, alongside open sessions for public servants to learn, network and exchange best practices.

Sessions to look out for:

How Technology Can Modernize Government At All Levels

Data-Driven Delivery: How to Make Better Use of Insights in Government

̽��Ƶ is participating as a Bronze Sponsor with an exhibit booth and looks forward to connecting with the Government CX community to learn about their goals and initiatives and to showcase how our portfolio of solutions can help support them in their service delivery transformation journeys.

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September 15-17, 2026 | San Francisco, CA | Hybrid Event

Dreamforce is three days of groundbreaking innovation, bold ideas and visionary inspiration, bringing together the world’s brightest minds to explore digital transformation and customer success. The event showcases the latest Salesforce tools and solutions to build engaging, seamless experiences that exceed constituent expectations. Through breakout sessions, hands-on workshops and networking with industry leaders and peers, participants gain practical insights and strategies to drive innovation and accelerate digital transformation. Government attendees will discover how enterprise CX platforms can be adapted to meet unique Public Sector requirements while delivering world-class citizen services.

̽��Ƶ is excited to sponsor Dreamforce 2026 and host a networking reception for our partners, creating an exclusive forum for Government professionals to connect with Salesforce experts and explore Public Sector CX solutions in a collaborative environment.

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September 18, 2026 | Washington, D.C. | In-Person Event

The Service to the Citizen Awards recognizes public servants at all levels of Government, including Federal, State, Local, Tribal and international, along with their industry partners who demonstrate leadership, dedication and innovation in delivering services that positively impact citizens’ lives and rebuild trust in Government. While the event is reserved for award winners and sponsors, nominations open on January 26^th and run until April 10^th, with winners announced on June 17^th. This prestigious ceremony celebrates exemplary public servants who go above and beyond to deliver exceptional citizen experiences and support initiatives that transform Government services.

Submit your nominations

̽��Ƶ is honored to return as a Platinum Sponsor for 2026 and support our partners and customers in their nominations. Join us in honoring exemplary public servants. If you need support with the nomination process, please contact CXmarketing@carahsoft.com to learn how we can assist in recognizing outstanding achievements in Government CX.

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September 22, 2026 | Reston, VA | In-Person Event

The 2026 Digital Transformation Forum convenes Government and industry leaders for a day of insights, discussions and networking focused on the future of digital services and innovation in the Public Sector. This forum provides a strategic platform for exploring how emerging technologies are reshaping Government operations and service delivery. Attendees connect with peers who are navigating similar digital transformation challenges while discovering practical approaches to modernization that balance innovation with security, compliance and accessibility requirements.

̽��Ƶ is hosting��the ACT-IAC CX Summit at our Conference & Collaboration Center in Reston. We are committed to supporting Government professionals with the solutions and��expertise��needed to transform citizen services.��

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November 13, 2026 | Reston, VA | In-Person Event

Explore the future of digital services and��CX��across Government at the ACT-IAC/DCI CX Summit. This event brings together Federal and industry leaders for a day of conversations and insights focused on innovation, service delivery��and��modernizing Government operations. The summit provides a dedicated forum for CX professionals to discuss the strategic imperatives and practical implementations that enable agencies to achieve excellence in an increasingly digital Government landscape. Attendees gain access to expert perspectives on overcoming common CX challenges while discovering emerging solutions that can accelerate their agency’s��service delivery��transformation.��

Whether you are seeking the latest innovations in service delivery and workforce optimization or exploring AI-driven automation and digital transformation strategies, these 2026 events provide essential forums for Government professionals committed to improving the Government customer experience. Each gathering offers unique opportunities to learn from peers, discover proven solutions and build relationships with the experts and vendors driving CX transformation across the Public Sector. As constituent expectations continue to evolve and new technologies like AI reshape what is possible in Government service delivery, staying connected to these communities of practice becomes increasingly critical for agencies seeking to deliver the seamless, responsive services citizens deserve.

To learn more or get involved in any of the above events, please contact us at CXMarketing@̽��Ƶ.com.

For more information on ̽��Ƶ and our industry-leading CX technology partners’ events, visit our Customer Experience and Engagement solutions portfolio and CX events page.

Transforming Public Services: A Digital Approach to Efficiency and Trust

Posted on by Josh Green

Since the founding of the U.S. Government Accountability Office (GAO) in 1921, efficiency has been a focus of the Federal Government. According to the legislation, the GAO aims to provide “greater economy and efficiency in the conduct of public service” and has been integral in the effort to aid our Government to do more with less. Today, this mission continues with the adoption of modern technologies to expand Government outreach. The adoption of modern technology allows for increases in interactions such as website visits, applications for services and public outreach. The hope is that building on these foundations of new technology will meet and improve public expectations ().

Designing Trusted Digital Services

Today’s digital world has brought about a rising set of expectations from the constituents that public agencies work with. People now expect their Public Sector experiences to be on par with their favorite online retailers. This is likely why digital services are a priority of both the “America by Design” Executive Order and State CIOs (). To meet these expectations and create trusted services, Government websites need their digital offerings to be intuitive, personalized and responsive to the needs of every user. Making every interaction count is what is important. Everything from the smallest information request to the most complex, multi-year service transactions should be built with the user in mind. These user-centered designs can ensure that agencies construct the kinds of welcoming, trusted experiences that users want.

The potential for citizens to interact with their Governments in the digital space is limitless, and creating personalized content is pivotal to meeting those expectations.��Trusted, engaging experiences are built on equal pillars of data, content and meaningful delivery. However, they begin with a modern foundation to meet the demands necessary for true personalization.

Technology and Workforce Modernization

Modernization is about streamlining outdated processes that have long hindered efficiency. Many Government websites still struggle with outdated designs and inconsistent content, yet the website of a Government agency is often the first point of contact for constituents seeking information or services. Therefore, the America by Design EO requires agencies to “prioritize improving websites…that have a major impact on Americans’ everyday lives” (). With a well-designed website that is easy to navigate, constituents can quickly find the information that they need.

After agencies inform constituents about services, they must enroll them in the appropriate ones. Enrollment processes have traditionally been slow and time-consuming, often relying on paper-intensive systems. To reduce administrative burdens and improve data collection accuracy, agencies must transition from manual, paper-centric workflows to digital tools. When employees aren’t bogged down by administrative cleanup work, they have more time to work on tasks that make a bigger impact on their agencies’ missions.

This means that modernization is also about enabling the workforce to adapt to this new digital foundation. Efficiency here involves enhancing communication between employees, aligning project tasks with agency goals and providing transparency into this progress. Agencies that foster a culture of collaboration and trust in their workforce will see that workforce more empowered to deliver efficient results that align better with overall goals.

Looking Forward

Today, efficiency has expanded beyond the scope of the GAO itself and has been integrated into nearly every aspect of the Public Sector and how residents think about it. By prioritizing intuitive, personalized and efficient digital services that meet public expectations, agencies can increase trust in our Government.

Check out this on-demand webinar series to learn how Adobe’s digital experience solutions can help your agency modernize public services, digitize internal workflows and accelerate content delivery, while ensuring compliance and protecting sensitive data.

Streamlining Productivity with Document Solutions: A Modern Approach to Digital Workflows

Posted on by Ashley Weston

The Digitalization of Day-to-Day Experiences in the Modern World

Looking around at our society today, at how we interact with the world—whether it be with our shopping, art, schooling, or the internet—there is no denying that our experiences have become increasingly digitized. Nearly every aspect of life, from a personal, individual lens to a global one, now incorporates a digital component, and as a collective, we have come to expect a certain level of facility from digital services, tools, or devices. Technological advancements are constant. While their impact may vary and generate differing public opinions, there is no doubt that technology will continue to advance exponentially, offering countless opportunities to enhance nearly every aspect of daily life.

Adopting Digital Tools and Services for Automating Administrative Tasks

One major technological advancement is the rise of digital tools and services for document workflows, which have become widely adopted across commercial, personal, and particularly government settings. Digital solutions, including those used extensively for documents, are considered essential now, as they provide many benefits across workflows that streamline administrative efforts in document creation and management. An ideal digital solution for document processes includes the capabilities to create, edit, redact, digitize, and organize documents of varying sizes, plus additional services, which may provide the ability for sending, signing, and sharing for real-time collaboration. When organizations leverage modern tools across initiatives, they save time and money while automating previously manual tasks to make them more convenient for employees to accomplish. Furthermore, the lasting benefits of modernization through the implementation of such solutions apply internally and externally, allowing organizations to deliver better experiences to the public.

Using the Digital Toolbox to Work on PDFs

In today’s fast-paced, digital-first workplace, the ability to effortlessly build, edit, and digitize documents is essential for operational efficiency. Modern PDF solutions, such as Adobe Acrobat, eliminate the need for paper-based processes by offering intuitive solutions that support document creation, conversion, editing, and e-signing. Whether converting scanned documents into editable text using Optical Character Recognition (OCR) or merging multiple files into a single, structured PDF, these tools empower professionals to maintain a smooth, fully digital workflow. This transformation not only saves time but also reduces errors and administrative overhead.

Speeding up and Securing Signature Processes by eSigning Documents

One of the most impactful advancements in digital document management is the integration of e-signature technology. In the year 2000, the passage of the Electronic Signatures in Global and National Commerce Act (E-Sign Act) made electronic signatures legally equivalent to traditional paper signatures, provided specific consumer consent and record retention requirements were met. Now there are various solutions across vendors that meet these standards for official use, such as those from Adobe. Adobe Acrobat Sign’s e-signature features enable users to collect legally binding signatures in minutes—without printing, scanning, or mailing. This accelerates approval cycles, reduces turnaround times, and eliminates workflow bottlenecks, making it useful across departments for any organization. Acrobat Sign improves efficiency by streamlining signature requests and enabling sending and signing directly within various apps, online, or across devices. Teams can manage the signing process from a centralized platform that allows for seamless and professional user experiences.

Working Together While Working Remotely

Collaboration is another key component of an effective digital document strategy. With optional cloud services, such as those available through Adobe’s Document Cloud solutions, teams can provide real-time comments, annotations, and feedback without necessarily needing to download or email different versions of the document one by one. Team members can work seamlessly within the same document, where their input is compiled and shared for review. This dynamic interaction improves communication, minimizes version control issues, and enables faster decision-making. Whether working on contracts, proposals, or technical documentation, these tools allow for more agile and synchronized teamwork—regardless of team members’ physical locations.

Stronger Solutions for Safeguarding Digital Documents

Security remains a priority, especially when handling confidential or sensitive information. To protect sensitive content, PDF tools included across Adobe Document Cloud solutions offer features such as password protection, permissions settings, and redaction, as well as adherence to various compliances or authorizations. These capabilities help organizations comply with data privacy standards and prevent unauthorized access or data leaks. Applying security best practices, such as encrypting and redacting documents or leveraging custom authentication options and audit trails for e-signing agreements ensures that your digital workflows not only stay efficient but also remain safe and compliant, whether in transit or at rest.

Modern Solutions Make for Better Results

As digital solutions become more widely adopted across public and private sectors, their benefits for document workflows—like creating, editing, signing and securing—can streamline operations, reduce costs and save employee time and effort. Using premier digital tools generates the best results as automation and AI-based features drive efficiency for administrative tasks, projects, or day-to-day objectives. During our recent four-part webinar series, ̽��Ƶ’s team of Adobe experts shared applicable ways to replace outdated, paper workflows with secure, effective, comprehensive digital document processes. To learn more, please refer to the on-demand recordings.

Check out this on-demand webinar series for more information on how Adobe can support your organization’s digital transformation initiatives.

̽��Ƶ. is The Trusted Government IT Solutions Provider, supporting Public Sector organizations across Federal, State and Local Government agencies and Education and Healthcare markets. As the Master Government Aggregator for our vendor partners, including Adobe we deliver solutions for Geospatial, Cybersecurity, MultiCloud, DevSecOps, Artificial Intelligence, Customer Experience and Engagement, Open Source and more. Working with resellers, systems integrators and consultants, our sales and marketing teams provide industry leading IT products, services and training through hundreds of contract vehicles. Explore the ̽��Ƶ Blog to learn more about the latest trends in Government technology markets and solutions, as well as ̽��Ƶ’s ecosystem of partner thought-leaders.

How “America by Design” Will Transform Federal Services

Posted on by Tiffany Goddard

Consistent, accessible design allows customers to easily access and navigate Federal services.

The recent executive order (EO), “,” aims to modernize and improve the visual presentation of digital and physical Federal Government services.

Facilitated by a new Chief Design Officer and National Design Studio (NDS), this initiative aims to reduce duplicative costs, utilize standardized designs to enhance trust in high-impact service providers (HISPs) and improve the quality of experiences across the nation.

A New Executive Order for Digital Excellence Across the Federal Government

The EO establishes the initiative “America by Design,” which aims to modernize and improve the visual presentation and usability of Federal Government services. The initiative seeks to address the costly maintenance of legacy systems while dramatically enhancing the user experience (UX). This action plan will be facilitated through the new position of Chief Design Officer in the White House’s NDS. The Chief Design Officer will coordinate with thought leaders, researchers and design experts to implement standardized, aesthetically pleasing design solutions across both Federal websites and physical services. It is recommended that agency heads consult with the Chief Design Officer to implement the America by Design standards in their respective agency. Results must be delivered by July 4, 2026. While the NDS is a temporary creation that will terminate in three years, the design standards implemented will have an enduring impact.

Why Design Matters in CX

The recent initiative ensures Government-wide compliance with Federal policies, such as the 21^st Century Integrated Digital Experience Act (IDEA), which laid out requirements for digital services, and the U.S. Web Design System (USWDS) code, a visual style guide for Government websites. Together, these standards aim to reduce duplication, minimize customer support needs and improve the overall interoperability of systems. Standardized, accessible design improves customer experience (CX) and reduces costs.

Customer-focused design promotes standardization across Federal websites, maintaining consistency and compliance with the USWDS code. Standardized web designs increase efficiency and trust, as users recognize and find confidence in navigating across Federal spaces. These design standards also aim to replace legacy systems, which are costly, bog down users and erode efficiency in Government services. Overall, improved design correlates to operational efficiency, cost savings and service effectiveness.

The EO marks a pivotal modernization moment for CX. By creating standards for a seamless, customer-first experience, Improving Our Nation Through Better Design champions service excellence through design that is consistent, aesthetically pleasing and accessible.

̽��Ƶ and its partners are equipped to connect agencies with the latest compliant technology for CX and design. To learn more about the solutions that can help your agency achieve the requirements detailed in this recent EO, check out ̽��Ƶ’s Website Modernization and Mobile Enhancement Solutions. To revisit the 21^st Century IDEA and the US Web Design System initiatives, read our past blogs, Government Experience: Modernizing Websites and Enhancing Federal Customer Experience with Digital Transformation. Take our quiz to identify the CX technology solution area that can enhance your Government customer experience delivery.����

Culture as a Catalyst: How Internal Culture Drives External Impact��

Posted on by Tiffany Goddard

At the 2025 Customer Experience (CX) and Engagement Summit, thought-leaders and Government officials from the , the , and more discussed the many ways Government agencies can use company culture and technology to build trust and reach customers.

̽��Ƶ and our partners are committed to helping agencies find the right technology for their CX solutions.

People, not Products

Customers have come to expect seamless, digital-first experiences in service delivery. In the session “Creating a Customer-First Culture,” Dwight Chamberlain, the Area Vice President at Docusign, and Marcy Katz Jacobs, the Chief Digital Experience Officer for the State of Maryland, attest that Government can close current service gaps by reframing business models to prioritize people, not products. Traditionally, Government modernization efforts have prioritized systems and software over service design. By addressing communication barriers instead, teams can identify service gaps and engage more effectively with customers.

Fragmentation is another barrier to exemplary service. “It’s our job to connect the dots behind the scenes,” Jacobs states. “Showing teams that their silo is part of a bigger picture helps them align around a common mission.” Maryland’s new analytics platform, Analytics.Maryland.Gov, is one tool Jacobs’ team is using to better understand public demand and find a unified goal. It tracks critical data, such as where people are going on state websites, how long they are staying and where they drop off, which helps determine which services to focus improvement efforts on. “We have so many ways to listen — emails, phone calls, escalations, bad form data — but we haven’t been using that feedback to inform what we fix next,” Jacobs shares. “Now we are.” The combination of user data, internal feedback and data analysis enable Maryland to go beyond digitizing Government, humanizing services to be more intuitive, transparent and trusted.

Driving Transformation through Service Delivery

While new technology is vital to achieving maximized efficiency, technology alone cannot drive transformation. In the session “The Employee Experience: A Foundation for CX,” speakers Colt Whitall, the former Chief Experience Officer of the U.S. Air Force and founder of , and Karl Hermann, solutions engineering manager for State, Local and Education (SLED) and Federal Government at Zoom, discussed how meaningful change comes from connecting internal experience with mission outcomes. Hermann attests that technology should work for its users, not the other way around. In the rush to modernize, the day-to-day reality of user experience can be easily overlooked. Hermann watches employees juggle several different tools for business operations. By consolidating these tools into one platform, he found that agencies can reduce confusion, boost productivity and make services more accessible.

Whitall explained that when internal tools fail, service delivery comes to a halt as well. Whitall encouraged his team to shift their mindset to treat technology issues like product issues. They created a ‘Voice of the Customer’ program that monitors digital experience and collects data on performance and user perception. “That way, we can start to ascertain where service levels are impacting the mission and where they’re impacting productivity,” Whitall explains. By mapping technical pain points to real-world productivity loss, agencies can make the business case for faster technology replacements, better support and smarter investments.

Improving Workflows with Cross-Agency Communication

In the session “Overcoming Organizational Silos,” speakers Alana M. Burman, the Director of Policy, Intergovernmental Affairs & Mediation at the Pennsylvania Human Relations Commission, and Jamison Bruan, the Vice President of the Global Public Sector at Salesforce, discussed overcoming silos to service delivery. Today’s infrastructure creates silos that lead to communication and service gaps. “Communication should have no hierarchy. Everyone in the organization needs information at the speed of relevance,” Braun says. Shifting policy to support cross-departmental communication is the key to encouraging staff to take a more collaborative role, ultimately improving agency efficiency. Technology can also aid in unifying Government agencies by enabling the quick and efficient sharing of information across departments. Juggling multiple systems can lead to confusion and slower workflows, while one technology platform with omnichannel capabilities allows employees to effectively communicate, collaborate and document. Burman concludes that such systems are “revolutionary to the way that Government works and the way we think about how our public interacts with Government.”

The Top 6 Leadership Qualities for Success

At the session “Harnessing Your Inner Leader: Empowering a CX Culture,” speakers Avery Muse, the Sr. Founder and CEO of the Muse Group, as well as the Former Executive Director of the Office of IT Operations at the HHS, Amanda Chavez, the Vice President of CX at Qualtrics, and Anna Pettyjohn, the EVP of Product and Strategy at GovExec, discussed the best leadership qualities.

Here are their top 6:

Leadership begins with initiative, not a title.��

Leadership is not limited to executives or managers. Rather, a leader is one that acts to drive change when they see a need.

Curiosity and authenticity��

Curiosity shapes the way leaders build relationships, solve problems and bring others into CX work. Rather than emulating others, leaders should build on their own authentic, unique strengths.

Small ideas scale faster with the right community��

Change begins by working with passionate, knowledgeable people who can uplift teams. For some communities, agencies will need to use non-traditional methods to gather feedback, to ensure they are meeting the holistic needs of their customer base.

Measure the experience, not just the output��

Meaningful metrics, such as employee productivity and complete resolution of support issues, help measure how well a service works.

The language of CX is evolving��

As the Government invests in new CX initiatives, leaders must also rethink the terminology itself. Customers expand beyond the public, including employees and internal stakeholders. With a clear definition, agencies can target solutions towards an inclusive customer base.

The future is ‘total experience’��

When agencies lose time on outdated systems, they lose opportunities to connect with and serve the public. Muse recommends agencies rebuild for what he calls a “total experience,” a strategy that aims to connect Government services, employee strategy and customer desires. With the combination of relevant technology and a strategy-based, unified plan, agencies can reach their maximum potential.

Ultimately, by unifying technology, CX-focused leadership and service delivery, agencies can enhance their services while fostering trust and inclusion with the customers they serve.

To learn more about the topics discussed at the 2025 CX & Engagement Summit, view the session recordings, on-demand. To learn more about the technologies that can help meet your agency’s mission statement, take our ̽��Ƶ’s CX Buyer’s Guide Quiz, or visit our CX and engagement solutions portfolio. �į��

The Tech Behind Trust: Enabling Better CX Through Automation, Cloud and Cybersecurity��

Posted on by Tiffany Goddard

Cybersecurity, automation, data analytics and the cloud can improve customer experience (CX) and increase trust in Public Sector institutions. At the 2025 CX and Engagement Summit, thought leaders and Government officials from the U.S. Department of State, the Department of Labor, the U.S. Coast Guard and more, discussed how technology and CX go hand in hand.

As Public institutions work to strengthen their CX, ̽��Ƶ and our partners, such as Box, are here to help guide and support their journey.  

Automation and Analytics for CX

Data analytics can be critical to improving CX and overall agency and organization efficiency. In the session “Leveraging Automation and Analytics to Enhance Customer Experience,” speakers Manny Medrano, the Director of Cybersecurity Monitoring and Operations at the U.S. Department of State, Dan Bauer, Former Chief Technology Officer (CTO) at the U.S. Department of State and Angy Peterson, the Vice President for Experience Services at Granicus, discussed the many uses of automation and data analytics. Medrano recommends keeping in mind key questions, such as “how is this improving our operations?” and “are we delivering on our mission?” With these framework questions in mind, agencies can better connect data to everyday processes and fulfill day-to-day organizational goals.

Automation can be used to pull more data to improve accuracy and trust in Public systems. Bauer explains that with automation, agencies and organizations can eliminate manual touchpoints, enabling faster, more accurate service delivery. When paired with analytics, automation helps provide insight into system performance. For example, agencies tend to review feedback surveys for dissatisfied users only. With automated analytics, agencies can gather and review analytics that provide the full emotional and behavioral picture. Leadership can also use analytics to locate process steps that are taking an extraneous amount of time, revealing organizational bottlenecks or gaps. By utilizing data and asking the right questions, organizations can refine technology and processes to improve CX.

Utilizing the Cloud for CX-Focused Integration

Users want services that adapt to them, not the other way around. At the panel “Cloud-Powered Customer Experience,” speakers Sanjay Koyani, the Former Executive Director of IT Operation and Services at the Department of Labor, and Kaitlin Klaum, the Senior Team Manager at Box, discussed meeting customer expectations with cloud technology. User experience (UX) must be a top priority to meet customer expectations that services be quick, easy and relevant. Leveraging the cloud helps agencies deliver on these expectations by enabling integration, automation and smarter use of data.

Replacing legacy systems can be expensive, so Koyani recommends agencies prioritize incremental modernization, allowing old and new systems to coexist where appropriate. Klaum asserts that security must be the starting point for any implementation, especially when onboarding new technology. By adopting Zero Trust frameworks, agencies can ensure information remains protected throughout the modernization process. Vendors play a critical role in this journey, partnering with agencies to onboard technology, solve problems and implement solutions that enhance performance.

Understanding Data Analytics for Mission Success

In the session “Data Analytics: Turning Insights into Impact,” speaker Trang Tran, the Deputy Chief Data Officer for Customer and Border Protection, Dan Allen, the Global Head of Customer Success Digital and Security Solutions at Hewlett Packard, and Captain Daniel Rogers, the Chief Data and Artificial Intelligence Officer of the U.S. Coast Guard, discussed understanding data to ensure optimal employment.

Tran emphasized that tying data to a clear mission statement ensures reliability, efficiency and effectiveness across an organization.

There are a few ways to promote data literacy across an agency:

Educate employees on the purpose of data, so that they can interpret analytics with the agency’s mission statement in mind.

Create an agency data office to support integration and to help teams understand their data and how to use it effectively.

Build collaborative tools that improve decision-making and make data actionable items.

Share data across agencies, like the Department of Health and Human Services (HHS) and the Department of Justice (DOJ), to enhance efficiency and effectiveness.

When equipped with data literacy, teams can drive more meaningful improvements to the customer experience.

Allen ties data analytics to mission fulfillment, positing that every team’s actions should be fulfilled through the lens of “how can I better accomplish my mission?” Success depends on every team member understanding the mission goal, regardless of their role. It is important to measure not just output, but the overall effectiveness of services and the CX delivered. Utilizing the right tools to analyze data, such as the latest in information technology, can extract meaningful insights and drive continuous improvement.

Rogers echoes this point, tying great CX to technology, as well as training, intuitive systems and a clearly defined process. By giving employees access to integrated tools and real-time data, businesses can streamline decisions and avoid silos. Accessibility tools, such as user-friendly interfaces and single-click actions, keep systems simple, while contextual help like built-in guides support user understanding. Using the same solution across an enterprise establishes a consistency that is recognizable to consumers. By utilizing data analytics to build on existing tools, agencies can reach customers and build trust.

Integrating Cybersecurity for Usability and Fortification

In the session “Balancing Customer Experience with Cybersecurity,” speakers Steven Boberski, the Public Sector Chief Technology Officer of Genesys, and Densmore Bartly, the Chief Information Security Officer (CISO) of the U.S. House of Representatives, discussed the integration of cybersecurity and CX. Boberski explains that security is not just technical; it impacts areas like hiring, operations and how people interact with systems. Modern technology- such as artificial intelligence (AI), automation and cloud computing- offer new opportunities to strengthen defenses and enhance CX. Tools such as speech-to-text, call summaries, smart recommendations and autofill enhance customer satisfaction, as well as security, by reducing steps and encrypting data throughout its lifecycle. Prioritizing cybersecurity safeguards both company infrastructure and customer information.

Bartly examines cybersecurity through the lens of Federal policies. While agencies must consider regulations, they can still subscribe to smart, secure policies. Cybersecurity and CX reinforce each other, and the ideal experience is a trifecta of security, functionality and usability. While implementing every best practice and new technology can be expensive, by focusing on customer priorities, agencies can pick the practices best suited for their business model and consumer base.

When choosing new technologies, agencies should follow this four-step process:

Locate business gaps

Define customer needs

Apply new technology

Layer in risk mitigation

Each of these steps lays a stronger foundation for adoption, and when paired with features that communicate a secure, protected experience, they help agencies earn the trust of both employees and customers.

Through the integration of cybersecurity and CX, agencies can deliver on both customer safety and satisfaction, reinforcing confidence in Public institutions.

Effective Government CX Strategy: Aligning Technology, Culture and Purpose for Mission Success��

Posted on by Tiffany Goddard

Citizens expect fast, seamless, personalized service. Customer experience (CX) is at the heart of every agency, impacting satisfaction, engagement and trust in Public Sector institutions. At the opening keynote during the 2025 CX and Engagement Summit, thought leaders from the , the , , Adobe and discussed centering CX initiatives to meet mission objectives, decrease costs and improve operational efficiency.

̽��Ƶ and its partners, such as Calabrio, Figma, Granicus, Help Scout, Liferay and NetDocuments, are equipped to connect agencies with the latest technology for CX solutions.

The Strategy Behind Effective CX

CX-centered solutions improve operations and reinforce trust in Public services. Brian Chidester, the Head of Global Strategy and Innovation at Adobe, emphasized that customers expect the same standards from Government service that they do of leading private companies. Poor CX can result in dissatisfaction, reduced engagement and erosion of trust in Public institutions.

But CX is not merely about satisfaction. A customer’s experience correlates to operational efficiency, cost savings and service effectiveness. When well-designed, centering CX enables agencies to reduce duplication, minimize support needs and improve system interoperability.

Constance Sayers, the President of GovExec, discussed the importance of engaging with customers in the face of decreasing trust in Government systems. By centering CX, Public agencies can prove their reliability and effectiveness.

There are a few main ways to center CX strategies. Public institutions can:

Empower Public agencies and services

Leverage modern tools to deliver efficient, user-centric experiences

Employ both skilled personnel and relevant technology to provide faster, inclusive and reliable service

CX must be grounded in outcomes. By starting with a measurable goal, agencies can determine how well strategies and technology meet user needs. Technology such as advanced analytics, artificial intelligence (AI) and cloud computing all enable real-time decision-making and proactive service delivery. Operational goals, such as reducing call volume or wait time, can be directly addressed through CX.

Achieving Mission Objectives Through CX-Centered Planning

Maria Roat, the Former US Deputy Federal Chief Information Officer for the Executive Office of the President, emphasized that CX must be a mindset across all teams and departments. To improve mission-related outcomes, proficient staff with specialized skills and experience are essential to seeing continuous improvement. Teams should begin with a clear, defined concept of their mission objectives and desired end-state. Policy constraints and operational hurdles should be taken into account when designing a strategic process to accomplish objectives. Roat advises team leaders to conceptualize their goals into a single sentence to maintain focus on the mission. By questioning existing procedures, teams can overcome outdated policies and misaligned priorities that create roadblocks to progress. By overcoming barriers and prioritizing preparation and realistic planning, agencies can ensure continued, long-term success for CX initiatives and beyond.

Sonny Hashimi, the Former Commissioner of Federal Acquisition Service in the GSA, echoes this point, attesting that effective CX begins with understanding the “why;” which issue is being addressed, and who the audience is. Processes cannot be effectively updated without measuring the progress. By defining clear goals and tracking their progress, teams can improve CX by fulfilling grounded outcomes that are measured by how well they meet user needs. By embedding CX into core operations to ensure services are designed around user needs and not internal processes, agencies can offer seamless service.

People-First CX Initiatives

At the closing keynote “The Future of Government Customer Experience,” Barbara C. Morton, the Deputy Chief Veterans Experience Officer at the VEO of the Department of Veterans Affairs, discussed how active listening and CX are intrinsically tied. Listening to veterans, survivors and their families empowered the VEO with actionable items to improve their CX. The VA CX Office was established on that very principle, using data and insights to embed CX into everyday programs, services and trainings. In action, this looks like offering services that customers can directly interact with, ensuring users do not “fall between the seams.” CX teams utilize feedback to identify service gaps and implement cross-functional action plans. Technology can be used to amplify human-centered service by improving speed and accuracy. AI, for example, has enabled the VA to scale its services to maximize efficiency. Human-centered design ensures that service design and delivery begin with the lived experiences of customers. Morton attests that in a democracy, to serve is to listen; CX is foundational to Government legitimacy. By tuning in to customer stories, the VEO and other agencies maintain focus on people, not just processes.

By prioritizing customer experience, agencies can ensure their work reflects both their internal values and the communities they serve.

To learn more about the topics discussed at the 2025 CX & Engagement Summit, view the session recordings, on-demand To learn more about the technologies that can help meet your agency’s mission statement, take our ̽��Ƶ’s CX Buyer’s Guide Quiz, or visit our CX and engagement solutions portfolio.��

The Top 5 Insights from GSMCON 2025��

Posted on by Tiffany Goddard

At the Government Social Media Conference (GSMCON) 2025, Public Sector communicators, digital strategists and leaders came together to explore the evolving landscape of social media in Government. As a provider and distributor of social media management solutions, ̽��Ƶ and its partners empower Government organizations and enterprises to stay ahead of digital engagement trends and connect with their audiences through innovative, secure and scalable platforms.

Here are our top 5 insights.

Plain Language and Accessibility for Public Outreach

Government agencies have both a legal and ethical obligation to communicate clearly and accessibly with the public. Legislation such as the Plain Writing Act of 2010 and the Americans with Disabilities Act (ADA) requires that public information be understandable and accessible. Beyond regulatory compliance, the use of plain language fosters greater public trust and enhances engagement. In the session “Stop the Scroll: Advanced Strategies for Using Plain Language in Social Media,” speaker Shuly Babitz, the Digital Engagement/Managing Editor of the Department of Health and Human Services (HHS), discussed how clear communication increases the likelihood that messages will be understood and acted upon, particularly on digital platforms like social media, where users often engage with content quickly and under time constraints. Concise sentences, familiar vocabulary and clearly defined terms make content more accessible, whether viewed on mobile devices or read via assistive technologies such as screen readers.

To ensure clarity, Government communicators should consider key questions:

Who is the intended audience?
Why is the message relevant to them?
What specific action should they take?

Whether it involves defining acronyms upon first use or substituting formal terms, the objective remains to ensure that public information is easy to locate, comprehend and apply to constituents.

Humanized, Authentic Content and Outbound Engagement to Build Trust

Another key insight from GSMCON was the growing imperative for Government agencies to adopt a more humanized and transparent approach to social media to build public trust. Organizations are finding success by showcasing behind-the-scenes insights, sharing day-to-day experiences and highlighting the individuals behind public service roles. This approach fosters a sense of connection and positions Government not just as an authority, but as an accessible, community-oriented partner.

In the session “Government Social, But Make It Engaging: Cutting Through the Digital Noise,” speaker Ben Cathers, Senior Principal Solutions Consultant at Hootsuite, highlighted how leveraging storytelling, transparency and timely responsiveness helps establish strong relationship foundations with the public. Outbound engagement and active social listening, such as monitoring citizen feedback and responding directly to concerns, demonstrate accountability and attentiveness.

Strategy and Planning Saves Time and Boosts Impact

For Government organizations operating with budget constraints and small social media teams, strategic content planning is a force multiplier. Implementing a structured content calendar enables teams to batch-schedule posts weekly, saving time and labor resources. This approach not only improves efficiency but also ensures alignment with key civic deadlines, public service announcements and Federal holidays. Centralizing publishing and engagement in a single tool provides a unified interface for scheduling, approvals and performance analytics, streamlining workflows and maintaining consistency across platforms. Moreover, leveraging analytics from these tools empowers teams to refine their strategy over time, focusing on what resonates most with their audiences. With social media management solutions from our partners at Hootsuite, Public Sector social media teams can maximize limited resources and make a significant impact.

AI is a Valuable Tool, not a Replacement

During the keynote panel “Striking a Balance with AI & Government,” panelists discussed the strategic role of artificial intelligence (AI) in enhancing Government communication and social media engagement. While AI presents significant opportunities to streamline routine content creation, such as drafting social media posts, generating captions and optimizing video content, Public Sector organizations must approach its adoption with clear governance.

As highlighted by panelist Julie Tappendorf, Equity Partner of Ancel Glink, PC, AI should augment rather than replace human expertise, particularly in areas requiring legal oversight or the nuanced voice of public servants. Establishing clear policies around AI application safeguards both the integrity of Government messaging and public confidence.

Developing a Strategic Crisis Communication Plan

Effective crisis communication in the Public Sector hinges on thorough preparation, clear protocols and agile response strategies. In the session “5 Things to Build Now Before the Next Crisis,” Juan Diasgranados, Public Affairs Manager of Miami-Dade County, emphasized a critical best practice of developing pre-written message templates tailored to common crisis scenarios, which should be pre-approved by legal counsel to ensure compliance and accuracy. These templates must cover internal communication, public messaging and media outreach to provide consistent, timely information across all audiences. Additionally, establishing a comprehensive crisis communication plan, with clearly defined roles and approval workflows is essential. The plan should be concise, easily accessible and regularly reviewed to remain current with organizational changes and emerging risks.

Sarah Loyd, Head of Product Success and Evangelism at Social News Desk emphasized another best practice for crisis engagement, which includes issuing an initial “standby” statement to acknowledge awareness of the situation, pausing routine content and maintaining transparency through timely updates. Continuous monitoring of public feedback and misinformation is crucial to address concerns promptly.

To further explore the tools, trends and strategies shaping digital engagement in Government, visit ̽��Ƶ’s Customer Experience and Engagement Solutions page and see our portfolio of Government Social Media solutions.

Digital Wallets: The Bridge Between Patient and Provider

Posted on by Christine Owen

Across the nation, healthcare services are indispensable in protecting people. As expectations grow and evolve, the healthcare industry must be ready to innovate to provide the best experience for patients and providers alike. Digital wallets with identity verification are a helpful tool which can establish trust, store data and enable patients to take control of their healthcare.

The Solution to a Divided System

Healthcare providers are spread across multiple companies, cities and states. The lack of a centralized database results in a fractured state of medical records. Patients often lose track of their medical history, and transferring data can be difficult in scenarios that happen across state lines—for example, if a patient needs emergency treatment in a state they do not reside in. Recent standards, such as the Trusted Exchange Framework Common Agreement (TEFCO), a legal consensus that enables network-to-network data sharing, promotes the idea of transferring data regardless of location. Digital wallets allow for a national, unified experience to review and obtain medical records, empowering patients and providers alike.

Bridging Healthcare Sectors Blog Embedded image 2025

Benefits of a Digital Wallet

Digital wallets with verifiable credentials embolden users with a quick, accessible way to deliver their framework across the healthcare sector.

There are numerous benefits to having a digital wallet. They provide:

Interoperability: Digital wallets are designed to work well with other systems, promoting a cohesive experience across different providers and geographical distances.
Enhanced Security: Patients can take control of their data and decide when it is shared.
Improved User Experience: By providing swift user verification without redundancy, users can enjoy a smooth and frictionless experience.
Unified Standards: The community driven nature ensures a consistent experience across all use cases.

Equipped with a digital identity, healthcare systems are enabled to provide and receive swift, efficient care.

Building A Unified Experience

The rise of verifiable digital credentials, such as multi-factor authentication (MFA), phishing resistant authenticators and strong identifiers like pass keys, enables end users to reliably tie themselves to a digital identity while protecting against fraud, waste and abuse. It is important to balance strong, accurate authenticators with an accessible end user experience. Patients value simplicity and accessibility, so structures that require numerous logins can be viewed as cumbersome.

Before deploying features of the digital wallet, all participants should agree on the framework for identity verification. Referring to the standards of the World Wide Web Consortium (W3C), TEFCO and 21^st Century Cures Act can help involved parties agree on a method of identity verification and credentials that satisfy safety, accessibility and interoperability all at once.

Functionally, digital wallets independently verify each user. First, the patient submits a digital representation of their identity, whether a passport, license or other form of identification. Next, a data broker verifies the information submitted for validation. This validation is secured and verified with cryptographic keys. Passkeys protect the digital wallet while simultaneously verifying that the party accessing it is correct.

With trust established, users can manage and own their healthcare data.

To learn more about integrating interoperability, security and a unified customer friendly experience through digital wallets, watch webinar .”